Refund policy

Terms and Conditions for Refund, Exchange, and Return

1. Introduction
Welcome to Ahuru ! These Terms and Conditions apply to all purchases made on our online store, following the Consumer Guarantees Act 1993 (New Zealand). By using our website and purchasing products, you agree to be bound by these terms. Please read them carefully.

2. Refund Policy
We want you to be completely satisfied with your purchase. If for any reason you are not happy with the product, you may be entitled to a refund under the Consumer Guarantees Act 1993 (New Zealand).

2.1. Eligibility for Refund
You are entitled to a full refund if the product:

- Is faulty or defective.

- Is not as described or differs significantly from the product description or image.

2.2. Process for Refund
To request a refund, please contact our customer service team within 30 days of receiving the product. You must provide:

- Proof of purchase (order confirmation or receipt).

- A description of the issue with the product.
Once we receive and inspect your request, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 3 - 5 business days.

2.3. Non-Refundable Items
Certain items cannot be refunded, including:

- Custom or personalized accessories.

- Items marked as final sale.

- Items that have been used or damaged after delivery, unless the damage was caused by a manufacturing fault.

3. Exchange Policy
We offer exchanges if the item does not meet your expectations or you have changed your mind, provided the following conditions are met:

- The item is unused, in original condition, and with all tags and packaging intact.

- You request the exchange within 30 days of receiving the product.

- You cover the cost of shipping the item back to us.
Exchanges are subject to product availability. If the product you wish to exchange for is out of stock, we will offer a refund instead.

4. Return Policy
If you are not happy with your purchase, we accept returns under the following conditions:

- The return must be requested within 30 days of receipt.

- The item must be unused and in its original condition, with all tags and packaging.

- The customer is responsible for the return shipping costs, unless the return is due to a faulty or incorrect item.

4.1. Process for Return
To initiate a return, please contact our customer service team with the following details:

- Your order number.

- Reason for the return.

- Photos of the issue with the product.
Once we receive the returned item and confirm its condition, we will process a refund or exchange as requested.

5. Shipping and Handling Costs
Shipping and handling fees for returns and exchanges are generally the responsibility of the customer, unless the return is due to a fault in the product, incorrect item sent, or a breach of the Consumer Guarantees Act.

6. Faulty or Damaged Goods
If the product is faulty, damaged, or defective upon receipt, we will cover the cost of return shipping and provide a full refund or replacement, depending on your preference.

If your product breaks or becomes faulty after 30 days of receipt, we will assess the situation on a case-by-case basis, in line with the Consumer Guarantees Act 1993.

Criteria for Faulty or Damaged Goods After 30 Days

• Manufacturing Defects: If the product breaks, malfunctions, or shows signs of a manufacturing defect after 30 days, please contact us. We will evaluate whether the defect is due to poor workmanship or materials used.

• Normal Wear and Tear: If the product shows signs of normal wear and tear, it is outside the scope of our refund, exchange, or return policy. This includes,  scratches and scuffs, loss of shine, tarnishing, loose stones or settings, stretching of chain, discoloration or fading, clasp weakening or loosening. 

7. Consumer Guarantees Act (CGA)
These terms are in addition to your rights under the Consumer Guarantees Act 1993, which provides certain guarantees for goods purchased by consumers in New Zealand. If any part of this policy conflicts with the CGA, the provisions of the CGA will apply.

8. Changes to the Terms and Conditions
We may update these terms and conditions at any time. Any changes will be posted on our website, and the updated terms will apply to any orders placed after the update.

9. Contact Us
If you have any questions or need further assistance with our returns, refunds, or exchanges, please feel free to contact our customer service team at:
info@ahurucandles.com