Returns Refunds Policy By Treasurebox NZ

Change of mind returns

If you've changed your mind or the item ordered is no longer needed, you can return it if:

·The item is unopened and unused
·In original packaging
·In resalable condition
·With all manuals with no missing accessories
·Within 30 days of delivery
·With proof of purchase
·Return at your own cost and risk

Once we received the returned item, our team will check and test to ensure it is as above conditions. when our team confirms everything is ok, you will receive an account credit which can be used to purchase a replacement item. Please note, shipping charge is non-refundable.

To arrange a return, please fill up Return Request online, please note unauthorized return will be rejected.

Please note: No returns can be made on clearance sale items and custom/made-to orders. Due to hygiene reasons, we are unable to accept change of mind returns f or Mattresses, Pregnancy Pillows, so please choose carefully, and if you have any concerns on the firmness of a mattress or a pregnancy pillow, we recommend you to visit our showroom to try it before purchasing.

Find out more information about our Showroom.

2.Returning a damage or faulty item

If your item has arrived and is faulty, damaged, or not working as intended, please notify us by filling up the Warranty Claim Form online as soon as possible. One of our customer service representatives will work with you to go through an investigation process to access the damage/fault. Once the damage/fault been confirmed, we will either repair, replace or refund in partially/full depending on cases.

If you've had the item for a while but it is no longer working as described, please read through our Warranty Claim Procedure.

3.Warranty Claim Procedure

Most of our items carries a standard 12 months warranty unless states otherwise. You can find warranty information on each product page.

If your item becomes faulty after a period of time, we will assist wherever is possible as we are committed to protecting your rights under the Consumer Guarantee Act and Fair Trading Act.

To fast process your request, please ensure the following:

·You fill up Warranty Claim Form online to provide as much information as required that including but not limited to:
·Your proof of purchase, generally refers to your order number
·Accurate describe the fault
·Clear photograph or video that reflecting the fault
·Original packaging (if you still have it)

Once we have done assessment of the fault, we will then able to provide the best solution that including repair, replace, partial or full refund of the item.

Please note, all warranty claims are treated on a case by case basis and we do our best to resolve your issue in an efficient manner, hence your patience and cooperate to provide information is well needed. If you have questions or concerns before lodge a claim, feel free to read the full article about our warranty policy.

If your item become fault after warranty period and you need help on resolve the fault, please do not hesitate to contact us, we would try best to provide help where possible.

Click here to make a Warranty Claim.

4.Warranty policy

Here at Treasurebox, we are trying our best to offer every item sold in perfect condition, however, should you have any issue with a product, we are always here to help.

Each claim is treated on case by case bases and we do our best to resolve issues in an effective manner, below is our standard after-sale care process.

·Contact us and to make a claim. In this process, we will require photos and information to help us to verify your issues. Please understand that we are an online shop that works different with normal retails. As we ship nationwide in New Zealand, most of the times we work remotely with our customers, all the information we can work with is based on you. Hence provide as much accurate information as possible would help us to process your case quicker.

·Our after sales care team will investigate and determine your case based on the fact and evidence you have provided and advice what to do next. This would generally take 1-2 business days.

·In most cases, we will try our best to arrange replacement or replacement parts for you if applicable or otherwise a refund in partial or full will be issued. Exception may be made in the case of normal wear & tear, damage to or misuses or incorrect handling such as negligent operation, improper assembly, inadequate maintenance, unauthorized repairs or modifications, extreme weather damages. Limits in cover will apply to warranties around rust for coastal environment or sea spray zones.

·Unauthorized return will be rejected so please make contact with us as soon as possible if your item received that found to be not working/faulty/damaged.

5.Refunds

If you are offered an account credit:

An account credit is generally valid for 12 months; hence we do recommend you to take a note of the expire date of it and to use it before its expires.

If you are offered a cash refund:

A cash refund will always be issued to the same method that were used when purchasing. Please kindly allow 1-2 business days for us to process your refund and please note that the refund may take up to 10 business days to reflect into your bank account depends on each platform.

6.Restock Fee

A restock fee may occur under below situations when you are returning a change of mind item(s).

Type of Request	Return Item Condition	Restocking Percentage
Changes Mind Within 30 days of purchase	Brand New Untouched with original seal and packaging No damaged during return transit	0
Changes Mind After 30 days of purchase May be rejected the item ordered is no longer available or Your purchase made was too long ago	Brand New Untouched with original seal and packaging No damaged during return transit	10%
Changes Mind Within 30 days of purchase	Opened package	10%-35% Depends on item condition
We supplied an incorrect item	Untouched/Opened package Not being used	0