We want you to feel confident ordering from LivingTopia. This policy explains our 30-day change-of-mind return option and how we handle faulty, damaged or incorrect products.
Our change-of-mind policy is provided in addition to any rights you may have under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.
30-Day Change-of-Mind Returns
If you change your mind, please contact us within 30 days of receiving your order.
To be eligible for a change-of-mind return, the item must be unused, unassembled where applicable, in resaleable condition, and returned with its original packaging, accessories, instructions and any other components supplied with the product.
Change-of-mind returns must be approved by LivingTopia before the item is sent back. Items returned without prior approval may not be accepted.
Customers are responsible for all return freight costs for change-of-mind returns.
A fixed 10% restocking fee applies to approved change-of-mind returns. This fee does not apply where a remedy is required under the Consumer Guarantees Act 1993.
Approved change-of-mind returns will generally be issued as store credit after the returned item has been received and assessed.
Items That Do Not Meet Change-of-Mind Return Conditions
We may decline a change-of-mind return where the item has been used, assembled, modified, damaged after delivery, is incomplete, is missing packaging or accessories, or is otherwise not in resaleable condition.
If an item is returned and does not meet the approved return conditions, we may require you to arrange and pay for its return delivery to you.
How to Request a Return
Please contact us before sending any item back.
Email: contactus@livingtopia.co.nz
Please include:
- your order number
- the name on the order
- the item you wish to return
- the reason for the return
- photos or video where the item is faulty, damaged or incorrect
We may request additional information where reasonably required to assess the return or product issue.
Return Shipping
For approved change-of-mind returns, you are responsible for arranging and paying for return freight.
We strongly recommend using a tracked service. Until a return is received by LivingTopia, responsibility for the return shipment remains with the sender.
Please do not send a faulty or damaged product back before contacting us. We will provide instructions where return, collection or further assessment is required.
Faulty, Damaged or Incorrect Products
If your product is faulty, damaged, not as described, incorrect, or otherwise does not meet the guarantees provided under the Consumer Guarantees Act 1993, please contact us as soon as reasonably possible.
We may ask for photographs, video, product information or other reasonable evidence to help us assess the issue before determining the appropriate next step.
Depending on the circumstances and your rights under the Consumer Guarantees Act 1993, the appropriate remedy may include repair, replacement, refund or another remedy available under the Act.
For issues that can be remedied, LivingTopia may choose an appropriate remedy in accordance with the Consumer Guarantees Act 1993. Where a failure is serious, or where an issue cannot be remedied within a reasonable time, you may have additional rights under the Act.
Nothing in this policy limits or excludes any rights or remedies that cannot legally be excluded under New Zealand law.
Exchanges
Change-of-mind exchanges are subject to the same 30-day eligibility conditions above, including resaleable condition requirements and applicable return freight costs.
The fixed 10% restocking fee also applies where a change-of-mind return is processed as an exchange.
Exchanges are subject to product availability and any price difference between the original and replacement item.
Faulty, damaged or incorrect products are handled separately in accordance with applicable consumer law and are not subject to the change-of-mind restocking fee.
Refunds and Store Credit
Once an approved return has been received and assessed, we will process the applicable store credit, exchange or refund as soon as reasonably practicable.
For approved change-of-mind returns, store credit is the standard outcome after deduction of the 10% restocking fee and any applicable return freight costs.
Where a refund or other remedy is required under the Consumer Guarantees Act 1993, it will be provided in accordance with your legal rights and will not be replaced by the change-of-mind terms above.
Questions
If you have any questions about a return before sending an item back, please contact us at contactus@livingtopia.co.nz.