1. General Policy
At Xplora LTD, we are committed to customer satisfaction. If you are not completely satisfied with your purchase, you may return it in accordance with this policy.
2. Consumer Guarantees Act (CGA)
Under the Consumer Guarantees Act, products and services provided to consumers must be of acceptable quality, fit for purpose, and match any description given. If a product you receive does not meet these guarantees, you are entitled to a remedy, which may include a repair, replacement, or refund.
3. Returns
You may return your purchase within 10 days of receiving the item, provided it meets the conditions below:
- The item must be unused and in the original packaging.
- The item must be returned with all accessories and documentation included.
- You must provide proof of purchase (e.g., receipt or order confirmation).
4. Refunds
If your return is accepted, we will process your refund within 5 business days. The refund will be issued to the original payment method used at the time of purchase. Shipping costs for the return will be borne by the customer unless the item is faulty or the wrong item was sent.
5. Faulty or Damaged Goods
If you receive a product that is faulty or damaged, please contact us immediately. We will determine whether the product is eligible for a repair, replacement, or refund under the Consumer Guarantees Act.
6. Pre-Sales Orders
For pre-sales orders, we will communicate the expected arrival time and dispatch dates to you. Dispatch times can vary significantly due to shipping and manufacturing timelines, so we recommend contacting us before placing your order. If a refund is needed and the product has not yet been shipped, a 100% refund can be offered. However, if you fail to complete an ordered resale that has been confirmed for you, a 10% restocking fee will apply to cover administrative costs.
7. How to Return Items
To initiate a return, please contact our customer service team at info@xplora.co.nz. We will provide you with instructions on how to return your item.
8. Exclusions
Certain items may be excluded from this returns policy, including but not limited to:
- Items that were customized or made to order.
- Personal hygiene products, if opened.
9. Changes to This Policy
We reserve the right to amend this Returns and Refunds Policy at any time. Any changes will be effective immediately upon posting on our website.
10. Contact Us
If you have any questions about this Returns and Refunds Policy, please contact us at:
- Email: info@xplora.co.nz
- Phone: +64 278 975 672