Refund policy

  1. Cancellation and Change of Mind Returns

(a) We may cancel a Contract if the Product is not available for any reason. We will notify you if this is the case and return any payment that you have made. 

(b) We will usually refund any money received from you using the same method originally used by you to pay for the Product (subject to applicable bank fees and charges). 

(c) We cannot refund or exchange Products for change of mind or errors you made in your Order. We may at our sole discretion, allow a return for credit or refund on a case by case basis, provided that the item in question is: 

  1. returned within 14 days of Order;
  2. not used; and
  3. not damaged in any way. 

A $25 or 50% (whichever is lower) returns handling fee will apply to returns accepted under this clause. If we allow a return in these circumstances, we will ask you to follow our Returns Process. 

 

 

  1. Returns Process

(a) The following Returns and Refunds policy applies only to Orders delivered within New Zealand. If you are dissatisfied with any Product purchased on this Website, please contact sales@clenz.co.nz 

(b) Once you contact us, we will investigate your issues and advise you as to whether your Product may be returned and, where required, provide you with a Return Authorisation and instructions on how to return your Products, with which you must comply. 

(c) All Products must be returned in a saleable condition, as soon as possible following purchase. Appropriate packaging must be used to ensure that no in-transit damage occurs. All returns will be inspected for authenticity prior to processing for refund or exchange. You may be contacted to clarify any issues relating to the returned Product or to improve our quality processes. 

(d) Refunds will be issued using the payment method used for purchase. Store credits will be issued to the account used to purchase the Products. 

(e) We aim to process refunds and replacements within 7 days of receipt by us of the original Product, however, depending on your item and the number of returns in our system, this may take longer. 

 

 

  1. Defective Products

Our Products come with guarantees that cannot be excluded under New Zealand consumer law. You are entitled to a replacement for or refund for a failure of a guarantee of a substantial character. You are also entitled to have the Products replaced if the Products fail to be of acceptable quality and the failure of a guarantee is of a substantial character.