Refund policy

8. Your rights to cancel and receive a refund or exchange 

8.1               Your may have a right to cancel an order:

 

  1. if what you have bought is not of an acceptable quality, is misdescribed or does not meet any other guarantees under the CGA (if you are in New Zealand) or ACL (if you are in Australia) (or receive an exchange or refund as noted under clause 8.2);

 

where delivery of the product is suspended by us for more than 60 days (refer to clause 6.10);

  1. where you wish to cancel your subscription in accordance with clause 8.5;
  1. we have told you about an error in pricing of the product you have ordered and you do not wish to proceed with the corrected price (refer to clause 11.4);
  1. we have changed our Terms and Conditions (including pricing) (refer to clause 13.5);

  

8.2               As noted under clause 7.3, our products that we sell come with guarantees that cannot be excluded under consumer laws in both Australia and New Zealand.  If you consider that any products sent to you are damaged, or defective or fail to comply with any guarantees in the CGA or ACL (as relevant to you), you can notify us via the contact details noted at clause 2.  We will examine the received digital or physical evidence of the defective product and will notify you of the outcome via email within 14 days. If your claim is approved, we will process the refund or exchange the product within a reasonable period of time.

 

8.3                 If you seek a refund for any other reason not noted under clause 8.2, please contact us using the details at clause 2 and we will consider each request at our reasonable discretion and within a reasonable period of time.

 

8.4                All refunds will be for the price you paid for the products including delivery costs, by the method you used for payment.

 

8.5               Where you have a subscription with us, that subscription will renew on a recurring basis, depending on the subscription option you have selected. You may cancel your subscription at any time by logging into your account and following the cancellation procedure, or by contacting us as set out in clause 2. However, if we have already begun working to fulfil your subscription or we have dispatched your next subscription, you must either pay for that month’s subscription or return the products to us at your own cost and within 7 days from the date the products were delivered to you.