Refund policy
TERMS AND CONDITIONS:
Cancellation and Returns All orders are dispatched from our headquarters in Auckland, New Zealand. We aim to ship within 3 working days of an order being placed and payment confirmation being received. Should you wish to cancel an order after payment has been accepted and before it has been dispatched, please contact Design Alchemy Collective via email at dac@designalchemycollective.com
If a refund must be issued for a non-dispatched order, the value of the order minus the cost of the transaction finance fees will be refunded. Once an order has been dispatched, it cannot be cancelled and will be treated as a return should you not wish to keep the products. Design Alchemy Collective reserves the right to cancel any order at any time without notification.
Returns We are unable to offer refunds, exchanges or credits on sale items, unless the product is deemed faulty in which case please read the ‘Faulty Items’ section.
You can return or exchange any item purchased through our online store within 7 days (NZ) and 14 days (for all other countries). This excludes sale items. You must request to return the product within 3 days of receipt by contacting us via email at dac@designalchemycollective.com to let us know if you wish to return or exchange. The returned items must be unused, unaltered, unwashed and in their original packaging.
We will be happy to exchange the items or process a refund. Please note: If you have paid for your order via bank deposit you are entitled to a full refund of the returned goods minus the freight charge. If you have paid via credit card or the on-line portal, you are entitled to a refund of the returned goods minus the transaction finance fees and freight charge. We will process all returns as soon as we can, but it may take up to 10 working days to complete. We will email you once the return has been processed.
Please return to: 97 Lucerne Road Remuera Auckland 1050 NEW ZEALAND
Items returned after 7 days (NZ) or 14 days (for all other countries) will not be entitled to a replacement, exchange or refund.
Faulty Items We inspect every item that leaves our warehouse and pride ourselves on our exceptional quality, so we are always disappointed on the very rare occasion that you have received a faulty product. If you have identified the fault within 7 days of the date of purchase, then you can return the item under our normal return procedure. If we cannot exchange the item for the same product then we will arrange a refund or offer an alternative.
On receipt of the return we will assess the fault and refund the delivery costs. If a fault develops outside of the 7 day return period, contact us by email on dac@designalchemycollective.com before you return the item so we can discuss the fault with you and the best way to deal with this.
We will incur all reasonable shipping costs if the item is deemed to be faulty and will advise the most appropriate method of returning the goods. We will assess the goods when they are received to determine if they are faulty. We will not cover shipping costs or provide a refund for items which are damaged due to mistreatment or normal wear and tear.
Refunds will only be made to the original purchaser using the method of payment that was used for the original purchase.
Please take extra care to read our specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.
Items on Approval ("appro"): Approval Period - Customers may take selected items on approval for a period of 7 days from the date of receipt. During this time, the items must remain in their original condition, unused and undamaged. Return of Items - All items on approval must be returned by the end of the approval period unless the customer decides to purchase them. If items are not returned within the approval period, the customer will be charged the full retail price. Payable immediately. Items must be returned in the same condition as they were received, in the priginal packaging. Any damages, defects, or signs of wear not noted at the time of approval will result in the customer being charged the full retail price. Responsibility for Loss or Damage - The customer is responsible for the care of items during the approval period. In the event that items are lost, stolen, or damaged while in the customer’s possession, the customer will be required to pay the full retail price. Payment - If items are not returned or are returned damaged, the full retail price of the items will be charged to the customer's payment method on file. By agreeing to these terms, the customer consents to these charges if applicable. Final Sale Upon Payment - Once the full retail price has been charged due to non-return or damage, the sale is considered final, and the items become the customer’s property. By taking items on approval, you agree to these Terms and Conditions.
Amendments We reserve the right to amend these Terms and Conditions at any time. Any changes will be posted on our website and will apply to future transactions.
Many of Design Alchemy Collective products are hand made by artisans, any irregularities that you may find are part of their unique hand crafted character. Expect and enjoy the perfectly imperfect.