Refund Policy

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1. Satisfaction Guarantee

We want you to be completely satisfied with your purchase. If you are not satisfied with your order, we offer a 30-day satisfaction guarantee from the date of delivery.

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The return request must be made within 30 days of delivery
  • The product must be unopened and in its original packaging
  • The product must be in the same condition as when received
  • You must have proof of purchase (order confirmation email or receipt)

3. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact our customer service team at helpcenter@exceptionalwhsty.world within 30 days of delivery
  2. Provide your order number and reason for return
  3. Our team will review your request and provide return instructions
  4. Once approved, you will receive a return authorization number
  5. Ship the product back to the address provided, using the return authorization number

4. Return Shipping

Return shipping costs are the responsibility of the customer unless the return is due to our error (e.g., wrong item shipped, defective product). We recommend using a trackable shipping method and retaining proof of shipment until your refund is processed.

5. Refund Processing

Once we receive and inspect your returned product:

  • We will notify you of the receipt of your return
  • We will inspect the product to ensure it meets return eligibility criteria
  • If approved, your refund will be processed within 5-10 business days
  • The refund will be issued to the original payment method used for the purchase

Please note that it may take additional time for the refund to appear in your account, depending on your bank or credit card company's processing time.

6. Non-Refundable Items

The following items are not eligible for return or refund:

  • Products that have been opened or used
  • Products that are damaged due to misuse or negligence
  • Products returned after the 30-day return period
  • Products without proof of purchase
  • Digital products or downloadable content

7. Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately at helpcenter@exceptionalwhsty.world. We will arrange for a replacement or full refund, including return shipping costs, at no charge to you.

8. Cancellation Policy

You may cancel your order before it has been shipped. Once your order has been shipped, it cannot be cancelled, but you may return it in accordance with this Refund Policy. To cancel an order, please contact us as soon as possible with your order number.

9. Consumer Rights Under New Zealand Law

Nothing in this Refund Policy affects your statutory rights as a consumer under New Zealand consumer protection laws, including:

  • Consumer Guarantees Act 1993: Products must be of acceptable quality, fit for purpose, and match their description. If a product is faulty or not as described, you have the right to a repair, replacement, or refund.
  • Fair Trading Act 1986: We must not engage in misleading or deceptive conduct in trade.
  • Contract and Commercial Law Act 2017: Your rights under contract law are preserved.

If you believe your consumer rights have been breached, you can contact the Commerce Commission at comcom.govt.nz or phone 0800 943 600.

10. Contact Us

If you have any questions about this Refund Policy or need assistance with a return, please contact us:

Exceptionalwhsty
273 Cashel Street
Christchurch Central City
Christchurch 8011, New Zealand
Phone: +64 27 439 0024
Email: helpcenter@exceptionalwhsty.world