Returns Policy
Returns are only accept where the basis of the return is covered by the Consumers Guarantees Act or Fair Trading Act.
Exchange Policy?
Every effort made to make sure our product descriptions are as accurate as possible. Please choose carefully as we are unable to exchange product once you have received your order unless we have made a genuine mistake in our description or your request to exchange is covered by the Consumers Guarantees Act or Fair Trading Act.
If you feel there is a genuine case for an exchange request then please contact us first before sending your order back. In all cases proof of purchase is required in for an exchange. Products returned for an exchange must be in a resalable condition with packaging intact and all labels etc returned with the item.
Warranty Policy?
Thatch LTD's warranty policy covers our products for 12 months from the purchase date. Warranty claims cover any fault, defect or failure occurring as a result of the manufacturing process. Damage or faults occurring as a result of misuse, accident, or wear and tear are not covered by our warranty policy. If the product is still under warranty then the repair will be at our expense including the freight to return the repaired or replacement product. If the product is out of warranty, then we can still have the product repaired, however, the cost of the repair will be charged to the customer.?Thatch's Warranty Policy has 3 solutions for any claim made:
- Wherever possible we will endeavour to repair any fault to a factory issue and return it to you at no charge.
- Where repair is not possible or practical we will replace the product with the same or similar product.
- Where neither of the above solutions is possible or practical, then we will refund you the value of the product, freight excluded.
Consumer Guarantees Act 1993?
The Consumer Guarantee Act sets out minimum standards for goods sold by thatch LTD. In the event that goods sold are not of good quality or are faulty, we have the right to repair, replace or refund you for the product.
Fair Trading Act 1986?
The Fair Trading Act is designed to protect the customer being misled, either intentionally or unintentionally. This applies to the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act
How to return a product:?
If you think that you have a valid reason to return under the policies described above please contact us before sending your order back to us. If you don't contact us first it could delay your request or result in your claim being rejected. In all cases proof of purchase will be necessary to process your request.
Out of Stock and Backorders?
While we do everything we can to make sure we have all products in stock there may be occasions due to unforeseen circumstances where we are unable to fulfil your order. If this should occur we will contact you and offer either a store credit for the value of your purchase or a full refund.