Refund policy

EXCHANGES

Should you change your mind about an item you have purchased online through the Florence & Co online store, we are happy to offer an exchange for this, providing that:

  • the item is returned within 14 working days of delivery
  • the item is returned in its original and unused condition
  • the item is returned completely in its original packaging, and where relevant with the information manual/label.

The following types of goods are exempt from being returned for exchange:

  • Perishable goods, such as food, plants, flowers, or books;
  • Intimate products, hazardous materials, or flammable liquids or gases;
  • Health and personal care items;
  • Gift cards;
  • Any items returned 14 days or more after the date of delivery.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. It will also depend on whether the item is in stock or not.

 

REPLACEMENTS & REFUNDS

The team at Florence & Co carefully monitor the quality of the products we sell and we will meet all our obligations under the Consumer Guarantees Act to provide a remedy.

If an item is defective or damaged we are happy to provide either a replacement, or refund, provided that:

  • the item is returned within 14 working days of delivery
  • the item is returned in its original and unused condition
  • the item is returned completely in its original packaging, and where relevant with the information manual/label.

The following types of goods are exempt from being returned for replacement or refund:

  • Perishable goods, such as food, plants, flowers, or books;
  • Intimate products, hazardous materials, or flammable liquids or gases;
  • Health and personal care items;
  • Gift cards;
  • Any items returned 14 days or more after the date of delivery.

With faulty items, we reserve the right to consult with or send items to our supplier for assessment before a replacement or refund is offered.

We are unable to offer or provide a replacement or refund where a customer has simply changed their mind.

 

PROCESSING REFUNDS

Once a return has been accepted for a refund we will notify straight away. We will also notify you should a refund be rejected.

If approved, your refund will be processed. A credit will automatically be applied to your credit card (or original method of payment), within three working days of the refund being accepted.

 

SALE ITEMS
Only regular priced items may be retuned for exchange and/or refund. Unfortunately sale items cannot be returned.

  

TO RETURN AN ITEM
Complete the Returns Form, included with your order, and return this, with a copy of your receipt and the goods. As a reminder, we are only able to consider and/or accept a return if we receive the returned item(s) within 14 days from the date of delivery.

To return your product, either:

  • visit our store;
  • mail or courier the item(s) to us at:
    Florence & Co, 55 Ninth Avenue, Bay of Plenty, Tauranga 3110, New Zealand.

You will be responsible for paying for your own shipping costs for the return of any items. Shipping costs are non-refundable.

If you are shipping an item over $50, we recommend you using a trackable shipping service or purchasing shipping insurance as we are unable to guarantee that we will receive your returned item.

Should you have ant queries, please don't hesitate to contact us at info@florenceandco.com.