Returns Policy

RETURNS POLICY

If you are disappointed with the condition of your purchase or you believe Supporting Families has misrepresented the item in any way then you are welcome to return the item to exchange it or ask for a refund.

Certain conditions apply;

1) Returns must be done within 10 days of purchase.

2) Items must not be used and must be returned in their original state.

 

I want to return an item, what do I do?

Just package up the item(s) that you are returning with a copy of the invoice / receipt provided with your order and address it to:

Supporting Families Auckland

PO Box 78122

Grey Lynn

Auckland 1245

 

Shipping is at your cost.  We recommend that you use a courier service as we are not responsible for items that are not received.

PLEASE NOTE: Refunds for faulty items can take up to 5 working days to process.

For returns for refund, once we receive and process your item(s), we will contact you to arrange a refund.

 

WARRANTY RETURNS POLICY

Customers are covered for 90 days after the original purchase date if there is a defect, fault or failure due to the manufacturing process.  Unfortunately we cannot cover a fault or damage caused by wear and tear, improper use or accident.

We will adhere to the New Zealand Consumer Guarantees Act 1993, which states your rights under a set of guarantees that automatically apply between SF Auckland Ltd and the customer when a purchase is made.

We will also adhere to the New Zealand Fair Trading Act 1986, which protects you from being misled or unfairly treated by traders or shops.  The Act is here to prohibit misleading or deceptive conduct, false representations and unfair practices.  It also sets out when information about certain products must be disclosed to consumers, and helps ensure products are safe.

What will we do?

If the product is under warranty the following steps will apply.  We will also credit you the cost of handling and delivery.
If no replacement is available we will issue a store credit or a refund according to the customer’s choice.

 

SHIPPING

New Zealand: We use Courier Post (Non-Signature required tracked courier)

Standard orders are processed when credit card authorisation and / or bank deposit has cleared.   Admin and shipping is done Monday-Friday.  Orders shipped via Courier Post typically arrive within 3 business days (Monday through Friday, not including weekends & holidays) within NZ.  All orders are shipped within 3-5 business days.  Delays can happen and you can contact us at any time to check on the status of an item.  Please note standard New Zealand postage rates will apply.

 

Australia

Supporting Families will happily ship to Australia.  Once dispatched your order may take up to 14 business days to arrive.

We will try our best to get your item to you as fast as we can.

 

International (Standard International Economy Postage)

$15 – Shipping (14 business days)

Items in your order may be subject to taxes, customs duties and fees levied by the destination country (“Import Fees”).  The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.

 

International

If you live outside of NZ & Australia we can still ship to you.  Deliveries via ‘Standard International Economy Postage’ can take up to 14 business days to arrive depending on the weight & size of the items you have purchased.

 

CUSTOMER SERVICE

Use our contact form of email

The preferred method to contact customer service is via our contact form.

In addition, email can be sent to admin@sfnz.org.nz

 

USING SOCIAL MEDIA FOR CUSTOMER SERVICE – PLEASE DON’T

Questions regarding your personal orders, returns and so on should be filed directly with customer service as outlined above, not posted directly to the Supporting Families Facebook Page. Product questions with general community value can be posted to our Facebook Page, particularly if they relate to a Supporting Families post.  In the event customer-specific order and returns questions are posted to the Supporting Families Facebook Page, Supporting Families Limited reserves the right to direct the poster to contact customer service directly on 0800 732 825 and/or remove the poster’s comment or post.

 

PRIVACY POLICY

We respect your privacy!  We will never give, lease, sell or otherwise disclose your personal information.  Period!  Any information you give to supportingfamilies.org.nz will be held with the utmost care.

Privacy of our Email Lists

Individuals join our mailing lists and are added to our email database using the forms provided on this website.  We do not sell, rent, loan, trade, or lease the addresses on our lists to anyone.  In addition, we configure our email software to refuse to divulge the email addresses of our list subscribers to anyone but authorised Supporting Families staff, including other list subscribers.

Unsubscribe Policy

We strive to only send email to those who want to receive it.  If you would not like to receive future emails from us, please use the ‘unsubscribe’ link located at the bottom of our email communications.