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Returns & Exchanges
Our policy lasts 14 days. If 14 days have gone by since your purchase date, unfortunately we cannot offer you a refund or exchange. Shipping costs are non-refundable.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
You will be responsible for paying for your own shipping costs for returning your item. We highly recommend using a trackable shipping service, as we do not guarantee that we will receive your returned item/s.
If you are exchanging an item due to a change of mind there will be an additional shipping charge for your replacement item/s. We only replace items and cover the extra shipping fees if the item is defective or damaged. Your replacement item will be sent once we have received and checked your returned item/s.
- For damaged items please note our terms and conditions for items damaged in transit.
- Due to the variable nature of our products listed in the preloved treasures category/tag, we cannot accept returns or exchanges or change of mind on these items, on the basis that these items are not in new or good condition and are sold as second hand items.
Refunds
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow 7 working days for your payment to be processed. The refunded amount will have the original shipping cost deducted.
If you haven’t received a refund after 7 working days, please contact your bank first.
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If you need to return or exchange an item send us an email at orders@thehiddentreehouse.co.nz