Return policy.
At Gentle Waves, we are committed to providing high-quality products and excellent customer service. We understand that sometimes returns may be necessary. Please review our return policy below:
1. General Return Policy
• Non-Personalised Products: can be returned within 30 days of receipt, provided they are:
• Unused and in their original condition.
• Accompanied by proof of purchase (e.g., order confirmation).
• Securely packaged to avoid damage during return shipping.
• Personalised Products (Engraved): we cannot accept returns or exchanges unless the product is defective or damaged upon arrival.
2. Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 7 days of delivery and provide the following information:
• Your order number.
• Photos of the damaged or defective product and packaging.
We will work with you to resolve the issue by offering a replacement, repair, or refund as appropriate.
3. Return Process
To initiate a return, please follow these steps:
Contact Us: Email us at info@gentlewaves.co.nz with your order details and reason for return.
Approval: Wait for return authorization before sending the item back.
Shipping: Ship the product using a trackable method to our address - 65 Barrys Point Road, Takapuna 0622. Customers are responsible for return shipping costs unless the return is due to our error (e.g., defective or incorrect item).
4. Refund Policy
• Refunds will be processed within 7-10 business days after the returned item has been received and inspected.
• Refunds will be issued to the original payment method used for the purchase.
5. Non-Returnable Items
The following items are non-returnable:
• Personalised (engraved) products, unless defective or damaged.
• Products that have been used or altered after delivery.
6. Contact Us
If you have any questions about our return policy or need assistance with a return, please reach out to us:
• Email: info@gentlewaves.co.nz