Refund policy

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Non-returnable items:

Gift vouchers

To complete your return, we require the following:

If you purchased your product online, please supply the following: 
Name, phone number and email address (as on the order)
Date of purchase
Invoice or order number if available

If you purchased your product at an event or from the fibre2go home shop, please supply the following:
Name, phone number, email address and physical delivery address.
Date of purchase
Place of purchase

Please do not send your purchase back until you have been in contact with fibre2go and the above information has been supplied.  A reason for return would also be appreciated so we can ensure the best service to our valued customers.

Refunds (if applicable) or Replacements

Once your return is received, weighed and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund/replacement.
If you are approved, then your refund/replacement will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days or your replacement product will be sent and you will be emailed.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account or PayPal account again.
There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at fibre2go@gmail.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Replacements (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at fibre2go@gmail.com and send your item to: 4 Milton Road , Northcote Point, Auckland NZ 0627.

Shipping
To return your product, you should mail or courier your product to: 4 Milton Road, Northcote Point, Auckland NZ 0627

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.