Spa Store New Zealand

Important Payment Information:

· Credit Cards may be charged immediately upon order. · "Spa Store NZ Ltd" will appear on cardholder statements for any transactions through this website. · With a credit card payment, you will notice the charge on your bill or statement within 2 business days · All transactions will be billed in NZD dollars. · For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria. · You will only be charged for the items that are shipped to you, along with appropriate shipping and tax, where applicable."

In-Stock Items Most orders for In-Stock items begin shipping as soon as your online purchase is completed. Items are shipped once they are located in stock, your payment is approved, and the receiving address is verified.

Please note: expected shipment times specify when an item is expected to leave our warehouse, not when the item will arrive at its final shipping destination. After your order leaves our warehouse, delivery times vary according to the location of your shipping address.

For example, if you order an In-Stock item on Monday that leaves the warehouse in 1-2 full business days, it will leave the warehouse by end-of-day Wednesday. After your order leaves our warehouse, delivery times vary according to the location of your shipping address. Please note that business days are Monday-Friday, excluding federal holidays within the New Zealand.

Delivery of Your Items

· Delivery time of purchased items depends on your location. · Items are only shipped during regular business days, which are Monday-Friday, excluding federal holidays within the New Zealand. If you receive an email notifying you that your items have been shipped during a weekend or federal holiday, they will not actually be shipped until the following business day.

Estimated Delivery Time: Once your order is processed, a tracking number will be sent to you via email. SpaStore will ship your order by New Zealand Post or Courier Post. Please allow 2-8 business days for delivery, depending on destination. All orders are normally shipped to the delivery address that you supplied within 48 hours of receipt. Orders placed at the weekend are sent on Monday evening. Orders placed on a public holiday are sent the next working day.

Shipping Time Frame All in stock orders are shipped within 24 hours of the time the order is received before 12:00 PM during weekdays (non-holiday). Weekend or holiday orders are shipped on Monday or the next business day. Shipping times are between 2 to 5 business days.

Orders or parts of an order may be cancelled by our system for various reasons. Possible reasons include: · Unavailable item(s) · Difficulty in processing your payment information · Inability to ship to address provided · Existence of a duplicate order ·
If your order is cancelled, you will receive an important notice via email. It will explain the reason for the cancellation. You will not be billed for any cancelled items. Once an order is cancelled, it cannot be reprocessed and must be submitted again on our website. If you are interested in purchasing items similar to those unavailable, you may contact our Customer Service Department for recommendations.

Customer Requested Cancellations After you have purchased an item you cannot cancel or change your order. Our system is designed to process and ship orders immediately. However, we will do our best if the order has not already been shipped to try to assist you. Please contact Customer Service at 0800-772786. Or, if you do not wish to keep the items once they have arrived in the mail, simply return them by following our

Return Instructions. In the event you receive an email notifying you that we are unable to process your payment information, please contact us immediately at 0800-772786. You will have the option to change your form of payment or cancel your order.

We take pride in our reputation for quality and value. If for any reason you are dissatisfied with a purchase we´ll assist you with a prompt refund. Returns will be accepted up to 30 days from purchase date. The item must be returned in good condition, in original boxes (whenever possible), and with all paperwork, parts and accessories to ensure credit.

• You have 30 days from reception of the product to return it. See below for particular product exclusions.
• All products being returned must be in new condition and include any retail packaging, manuals, or other included items to qualify for a refund or exchange.
• We undertake to then exchange or reimburse you the price of all the products.
• You may be changed a restocking fee depending on the reason for the return.

Product return specifics:

Chemicals:

• To be eligible for return, all chemical containers must be unopened.

Filters

-To be eligible for return, all filters must be unused.

All parts

To be eligible for return, all parts must be unused and in new condition.

Custom covers We do not accept the return of custom covers. We will only accept a return if we have made a mistake in production or shipping.

Exchange: We will gladly exchange an incorrectly ordered item.

• You have 30 days from reception of the product to exchange it. See below for particular product exclusions.
• All products being returned must be in new condition and include any retail packaging, manuals, or other included items to qualify for a refund or exchange.
• You will be responsible for the return and replacement shipping. All items must be returned and shipping paid for before the replacement item is sent.

Damaged or Defective items:

If you receive a damaged or defective item, contact a Customer Service Representative within 30 days of delivery at 0800-772786. Please supply the order number and item number from your original confirmation email, as well as your email address and phone number. Spa Store will make every reasonable effort to assist you with your return.

If there is extensive damage to the carton upon delivery, contact a Customer Service Representative immediately at 0800-772786. Please have your order number available when you call.

If you wish to return an item to Spa Store, please follow the instructions below. Instructions are also outlined on the packing slip with your shipped items.

Return Instructions

1. To request a return of one or more items in an order, login to your account and navigate to My Account at Spa Store
2. Navigate to the Completed Orders section and click on the Return Item(s) button.
3. In the next screen select the products you want to return using the Qty. to Return drop down boxes, choose the Return Reason. The Return Action and Comments are optional fields. Click on Submit Return Request.
4. You will receive an email with your prepaid shipping label.
5. Pack the item(s) securely in the original product packaging, if possible. Please include all paperwork, parts, and accessories. All products must be returned in new condition, to ensure full credit. Visit our 30 day money-back guarantee policy page.
6. Affix the pre-paid label to the package. Before sending your return shipment, please remove all extra labels from the outside of the package.
7. Send your package via the method listed on your shipping label by giving it to your postal carrier or dropping it at a local post office or mail drop point.
8. No need to worry, once you have sent your package to us, an account representative will ensure that the rest of the steps are completed correctly. We will email you a receipt confirming the credit!

Benefits to our customer

• The packing slip in your package will contain detailed return instructions for all returnable items.
• No postage is required. The cost of return shipping will be deducted from your refund
• To receive credit, items must be returned within 30 days of delivery.
• Pre-paid label cannot be used outside of New Zealand.
• You can expect a refund in the same form of payment originally used for the purchase.
• Track return shipments while they're en route to your warehouse.
• The treatment time of a return parcel can take 3 weeks, over this time, contact our customers service
• Please contact us for information on returning damaged or defective items.

Standard Return Shipping

If you would prefer to use your own shipping method:

1. Pack the item(s) securely in the original product packaging, if possible. Please include all paperwork. All products must be returned in good condition, to ensure full credit.
2. Complete the return reason questionnaire on the packing slip and include it in the return package.
3. Before sending your return shipment, please remove all extra labels from the outside of the package.
4. Send the return package to the return address specifies on your packing slip.

• All return shipping charges must be prepaid.
• It is recommended that you use New Zealand Post or Courier Post.
• Keep the Return Tracking Number for your return package to monitor delivery status.
• To receive credit, items must be returned within 45 days of delivery.
• You can expect a refund in the same form of payment originally used for the purchase, within 30 days of our receiving the returned order.
• Credit for gift returns will be issued to the original purchaser.
• Click here for information on returning damaged or defective items.

Please contact our Customer Service Department to fill out our email form.

Company Name: Spa Store NZ Ltd

Trademe Store: spastore

Phone: 0800 77 27 86