We are committed to ensuring your order arrives in excellent condition. This return policy applies only when the product you receive is damaged or defective upon arrival.
Conditions for Return (Damaged Goods)
A return is only eligible under the following specific condition:
Product Damage: The item received is physically damaged, broken, or clearly defective as a result of transit or manufacturing fault.
Proof Required: You must provide clear visual evidence (photos or video) demonstrating the damage to the product and the packaging it arrived in.
1. Reporting a Damaged Item
To initiate a return for a damaged item, you must notify us within 48 hours of receiving your order.
Provide Details: Include your Order Number and a detailed description of the damage.
Attach Evidence:Mandatory: Attach clear photographs or a short video showing:
The damaged product.
The shipping label on the package.
The condition of the external packaging (box/envelope).
2. Processing and Resolution
Once we receive and verify the evidence of damage, we will offer one of the following resolutions:
Replacement: We will ship a replacement item to you at no additional cost (subject to inventory availability).
Full Refund: If a replacement is unavailable, or if you prefer, we will issue a full refund to your original method of payment.
Note: We generally do not require you to send the damaged item back to us, but reserve the right to request its return in specific cases, and we will cover the return shipping costs if necessary.
Non-Applicable Returns (No Returns Accepted For)
We do not accept returns or offer refunds for items based on:
Change of Mind: You no longer want the product.
Wrong Order Placed: You ordered the incorrect product or it doesn’t fit as expected.
Used/Worn Items: Items that have been used, worn, or are not in the condition they were received.
This policy is strictly limited to products damaged during the delivery process.
Questions?
If you have any questions regarding this policy or need assistance with a damaged product claim, please contact our support team at support@mypally.co.nz
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