REFUNDS AND RETURNS POLICY
We hope that you will be delighted with the products you order from us. However, if you have any concerns, we strongly advise you to contact us with details of your problem as soon as possible, giving us as much detail as you can. If appropriate please send us a photo to help explain the problem. We will do our best to resolve matters. Email us at email@example.com
As most of our products are made to order, we do not give refunds other than under the following circumstances. We will replace your product or provide a refund if we are satisfied that, within 30 days of receipt or 60 days of your order:
– the product was damaged on receipt, or is not fit for its intended purpose;
– it is not the item you ordered;
– it is not the size or variant (colour, pattern etc) you ordered;
– it is not as described on our product pages;
– it is not of acceptable quality.
To complete your return/refund, we require proof of purchase. Please note that if we have no record of your order and you cannot supply verifiable proof of your order with us, no refunds or replacements will be made.
Please do not send your purchase back to the manufacturer. If we ask you to return your item, please send it to: Coconut Lands, PO Box 25153, Wellington 6140, New Zealand.
You will not generally be eligible for replacement or refund if
– more than 30 days have elapsed since you received your item, or 60 days since you ordered it;
– your item has been disposed of, lost or destroyed while in the possession of a person other than Coconut Lands staff, our suppliers or agents;
– your item has been damaged after delivery for reasons not related to its state or condition at the time of supply;
– the item has been attached to or incorporated in any real or personal property and cannot be detached or isolated without damaging it.
If we authorize a replacement, we will send you an email to notify you that we have received your returned item. We will then immediately instruct our supplier to send a replacement directly to you.
If your refund is approved, we will send you an email to notify you that we have received your returned item and that we will refund your money. We will then process your refund and a credit will automatically be applied to your credit card or original method of payment, within days.
Please note, Coconut Lands does not refund any international currency exchange charges levied on your purchase or refund by your bank.
LATE OR MISSING REFUNDS
If you do not receive a refund within 7 days of our notification, please contact your bank or credit card company before contacting us, as processing times vary and it can take time for the refund to appear in your account. If you are still concerned after making these checks, please contact us at firstname.lastname@example.org.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Coconut Lands does not refund any customs charges levied by government customs agencies.
If you receive your goods and refuse to pay customs charges, the goods will be returned to us and we will have to pay the customs charges. We will deduct the cost of these charges from your refund, as we are not liable to pay for them.
To return your product, you should mail it to: Coconut Lands, PO Box 25143, Wellington 6140, New Zealand.
Depending on where you live, it may take for your exchanged product to reach you,
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.