New Zealand Consumer Rights: This policy is in addition to your rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986. Nothing in this policy limits or excludes any guarantee or right you may have under New Zealand consumer protection laws.
1. Return Timeframe
We want you to be completely satisfied with your purchase. You may return eligible items within 7 days of delivery for a full refund or exchange.
Return Windows:
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Standard Items: 7 days from delivery date
Note: The return period begins from the day you (or someone you nominate) receives the goods, not the day you place the order.
2. Condition Requirements
To be eligible for a return, items must meet the following conditions:
- Items must be in original condition - unused, unworn, and undamaged
- Items must be in original packaging with all tags and labels attached
- Include original receipt or proof of purchase
- All accessories and free gifts must be returned with the item
- Items must not show signs of wear, damage, or alteration
Items We Cannot Accept for Return:
- Perishable goods (food, flowers, etc.)
- Personal care items (for hygiene reasons)
- Custom or personalized products (unless faulty)
- Gift cards or vouchers
- Items damaged by misuse or normal wear and tear
3. Return Process
Follow these simple steps to return your item:
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Contact Us First: Email us at accounts@springnz.co.nz or call 09 636 7070 to initiate your return
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Provide Details: Include your order number, item(s) you wish to return, and reason for return
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Receive Instructions: We'll send you a return authorization and detailed instructions
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Package Securely: Pack items carefully in original packaging when possible
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Ship Back: Send items to our returns address using the prepaid label (if provided)
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Track Your Return: We'll email you confirmation once we receive your return
Return Address:
Fresh Water Company Limited T/a Spring Water Solutions
ATTN: Returned Goods - Invoice Number XXXX
119d Captain Springs Road
Onehunga
Auckland 1061
4. Refund Methods & Processing
Once we receive and inspect your return, we'll process your refund within 5-7 business days.
Refund Options:
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Original Payment Method: Refunds will be processed to your original payment method
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Store Credit: Available upon request, valid for 12 months
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Bank Transfer: Available for cash/EFTPOS purchases (requires bank details)
Processing Times:
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Credit/Debit Cards: 3-5 business days
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PayPal: 1-2 business days
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Bank Transfer: 2-3 business days
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Buy Now, Pay Later Services: 3-7 business days
Important: Refund processing times may vary depending on your bank or payment provider. Contact them if you don't see the refund after the expected timeframe.
5. Exchanges
We're happy to exchange items for a different size, color, or style subject to availability.
- Exchanges follow the same condition requirements as returns
- Price differences must be paid or refunded as applicable
- If your preferred item is unavailable, we'll issue a full refund
- Exchange processing time: 3-5 business days after we receive your item
- Free exchange shipping on our error or faulty items
6. Shipping & Return Costs
Who Pays for Return Shipping?
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Our Error/Faulty Items: We provide prepaid return shipping
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Change of Mind: Customer pays return shipping costs
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Warranty Claims: We cover all shipping costs once determined as warranty fault
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Exchanges: Customer pays initial return shipping, we cover exchange shipping
Return Shipping Options:
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NZ Post: Estimated cost $10-25 depending on size/weight
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Prepaid Labels: Available for purchase through our returns portal
Tip: Keep your return shipping receipt for tracking purposes. We're not responsible for items lost in transit without tracking.
7. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately for priority processing.
What We Need:
- Photos of the damaged item and packaging
- Description of the defect or damage
- Your order number and contact details
Our Response:
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Replacement: We'll send a replacement item at no cost
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Full Refund: If replacement isn't available
Consumer Guarantees Act Protection: Under New Zealand law, you're entitled to a remedy if goods are not of acceptable quality, don't match their description, or aren't fit for purpose. This includes repair, replacement, or refund depending on the nature of the problem.
8. Warranty & Guarantees
All products come with statutory guarantees under New Zealand consumer law that cannot be excluded. All goods sold by Spring Water Solutions have a back to base warranty
Our Additional Warranties:
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Quality Guarantee: 24 months on manufacturing defects
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Satisfaction Guarantee: 30-day money-back guarantee
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Price Match Promise: We'll match competitors' prices on identical items
Warranty Claims Process:
- Contact our customer service team with proof of purchase
- Describe the issue and provide photos if requested
- We'll arrange collection or provide return instructions
- Items are assessed by our technical team or manufacturer
- Repair, replacement, or refund provided based on assessment
11. Policy Updates
We may update this Returns & Refunds Policy from time to time. Any changes will be posted on this page with an updated effective date. Continued use of our website after changes constitutes acceptance of the updated policy.
For significant changes, we'll notify customers via email at least 30 days before the new policy takes effect.
Dispute Resolution: If you're not satisfied with how we've handled your return or refund, you can contact the Commerce Commission (www.comcom.govt.nz) or the Disputes Tribunal (www.disputestribunal.govt.nz) for assistance.
