Shipping Costs
Flat Rate – NZ Wide: $10 – including rural deliveries
Free shipping on orders over $70*
* Free Shipping eligibility is calculated solely based on the ‘Final Transaction Total’ of a purchase.
The final transaction total is defined as; the cart total displayed after any available discount codes or gift vouchers have been applied. The sub total of the products is irrelevant in the event the final transactional total is a lesser amount as a result of discounts or gift voucher values being subtracted.
Shipping Times
Deliveries are made Monday through Friday only.
Most orders received by us before 1pm NZ Time are shipped the following business day. Please note that a very small number of orders require extra processing time for various reasons. Those will be shipped the following business day.
If you have ordered an item that is out-of-stock or sold-out, we will attempt to contact you immediately. Kindly understand that a delay may also occur if your credit card was declined or for address verification if your billing address was entered incorrectly.
Please note: Rural and some residential areas may require up to 5 days delivery time.
Returns
If your order is damaged on delivery, then you should refuse to take receipt of that order and notify us. If you do not notice damage until you’ve opened your order, you will need to keep all original packaging and damaged products, contact us within 24hours of delivery.
If you’re not 100% completely satisfied with your purchase we will happily accept your return and provide you with one of the following options, a store credit or full refund to the value of the product’s purchase price, or an exchange. All we ask is that you send the item back to us unused and in the original packaging, making sure that the product is in the same condition as you received it in.
- You can return your purchase for up to 14 days from the purchase date.
- Products must be unused and in the same condition as when you received them and in the original box and/or packaging.
Here’s what you need to do.
- Contact us by email style@purehair.co.nz to request a return
- Keep a record of your shipment until you have received your replacement, credit or refund.
While the Consumer Guarantee Act and Fair Trading Act provide the basis for purehair.co.nz returns policy, we in fact go above and beyond the expectation of these two statutory laws. For a product to be returned under our policy, that product must be unused and in a resalable condition unless faulty or otherwise defective. It’s this policy that provides you peace of mind while shopping at purehair.co.nz.
The Consumer Guarantee Act sets out minimum standards for goods sold. In the event that goods sold are not of good quality or are faulty, the customer has the right to a repair, replacement or a refund.
The Fair Trading Act is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.
There are four options available for our customers who would like to return a product
1. Exchange
If a product is unsatisfactory, we can offer to exchange it for another one (i.e. a different size or colour etc) or another product of the same value. Proof of purchase is required in order to get an exchange. Please note, as mentioned above, products returned or exchanged must be unused, in a resalable condition with packaging intact and all labels etc returned with the item, also exchanges are not available “SALE” OR “DISCOUNTED” ITEMS, except where the product is deemed faulty.
2. Money Back Guarantee
Our money back guarantee is a key aspect of our business. If a customer has proof that they purchased the goods from our website within the last 12-months, they may obtain a refund. A refund will be made in the same tender as the original purchase. Please note product returned must be unused, in resalable condition unless faulty or otherwise deficient – the money back guarantee does not apply to “SALE” OR “DISCOUNTED” ITEMS except where the product is deemed faulty
3. Credit Note
The issuing of credit notes provides an alternative to a refund or exchange. These credit notes can be used to purchase anything from the purehair.co.nz online store. Credit notes can not be exchanged for cash and will not be generated for amounts less than $2.00.
4. Repairs
If the returned product is still under warranty then the repair will be at our expense. If the product is out of warranty, then we can still have the product repaired, however, the cost of the repair will be charged to the customer.