DELIVERY AND RETURNS
Last updated: April 2019
1. We will dispatch your order within 2-4 business days of receiving your order through our website.
2. As soon as we send your parcel, we send you an email with your tracking number and an estimated delivery time.
3. We use “track and trace” to delivery our products within New Zealand.
4. You can enter special delivery instructions at check out i.e “leave on back doorstep, no signature required”.
5. We endeavour to deliver to rural addresses.
6. If delivery is to a business, please include the business name in your delivery address.
7. Please refer to the Returns & Cancellation Policy for further information regarding products lost or damaged in transit.
Returns & Cancellation Policy
Return of unwanted products
1.If you have changed your mind about product and it is in re-saleable condition (unopened, with undamaged packaging), you can return it to us (at your cost) within 14 days of receipt.
2. Please package your returned product so that it will not get damaged in transit and return it to us with your order number to the following address:
Grounded and Co.
Level 5, 3 City Road
3. Products that are damaged in transit back to us will not be refunded.
4. Once we have received your returned products and we are satisfied that the product is re-saleable, a refund will be issued within 10 days and an email confirmation will be sent to you. Refunds will be issued in the original form of payment.
Out of stock products
5. If you place an order for a product that subsequently becomes unavailable, is out of stock or there is a delay in delivery, we will contact you within 24 hours to make arrangements to either substitute or delete the product or hold your order until the product becomes available again. We will refund you for any goods we can’t supply.
Products damaged in transit
6. It is very important to us that any products you order from us reach you in perfect condition. If this does not happen, please contact email@example.com and we will arrange for a replacement or refund.
7. Please keep any damaged products and packaging in the same condition as they are received and if possible, email us a photo.
Products lost in transit
8. We use track and trace service.
9. Please notify us within 7 days of your order if you have not received your order and we will resend the products you ordered at no extra cost provided that you return the original order to us if it is delivered.
10. We cannot accept responsibility for your order once delivery has been made. If you do not expect to be home, please leave special delivery instructions at the checkout.
11. We accept no responsibility for lost orders where you have provided us with incorrect address details.
12. It is very important to us that any products you order from us reach you in perfect condition. If this does not happen, please contact firstname.lastname@example.org and we will arrange for a free return courier bag to be sent to you so that you can return the product to us. We will then arrange for a replacement or refund of the faulty product at no extra cost. Refunds will be issued in the original form of payment.
Incorrect products supplied
13. If we have supplied you with incorrect products, please contact email@example.com and we will arrange for a free return courier bag to be sent to you so that you can return the product to us. We will then arrange for the correct products to be sent to you at no extra cost.
14. You are entitled to cancel your order at any time provided that we have not dispatched the products ordered. Please contact as soon as possible. If your order has not been dispatched, we will arrange for a refund. Refunds will be issued in the original form of payment.