Warranty and Returns

Refunds & Return Policy

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us immediately. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

• If you did not receive the product within the above advised shipping times you can request a refund or a reshipment.
• If you received the wrong item you can request a refund or a reshipment.
• If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused. If a product is returned for this reason we must have it returned to us within 5 working days of receiving it. Please note, a 10% restocking fee applies and will be applied to the refund.

We do not issue the refund if:

• Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
• Your order did not arrive due to exceptional circumstances outside the control of (i.e. not cleared by customs, delayed by a natural disaster).
• Other exceptional circumstances outside the control of Alternative Brands NZ

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Exchanges

If for any reason you would like to exchange your product. You must contact us first and we will guide you through the steps. Any costs to return the product to us will be worn by the purchaser.

Please do not send your purchase back to us unless we authorise you to do so.

Warranty and Defective Goods

The products sold on this website are of the highest quality however sometimes things can go wrong. If you have purchased a product from us and you believe it has faulted due to a manufacturing defect then please contact us.

All goods purchased from our website are covered by your rights under the NZ Consumer Guarantees Act.

How to Make a Warranty Claim

Contact us and advise of the fault, we may ask for photos to validate the claim.

Once your claim has been validated we will do one of the following:

• Ask for the goods to be returned for further assessment at our cost.
• Send a replacement.
• Refund the purchase price.
• Repair the goods.

Please note if assessment determines the fault has occurred due to user error or miss use of the product then all costs will be worn by you. Only manufacturing faults will be covered under warranty.