Change of Mind Returns

We will offer a refund for an item for change of mind if:

• The garment has not been worn, altered and/or washed and is in a resalable condition.
• The garment has not been damaged whilst in the customer’s possession.
• The original Carmen Kirstein swing tags are still attached to the garment.
• If the original purchase was made on a credit or EFTPOS card, the refund itself must be credited to the original card used.

Purchases returned to us must be returned within 14 days of the original purchase date.

Faulty Garment Returns

We will offer a refund, repair or exchange on any item purchased online if the garment is:

• Experiencing a genuine manufacturing fault
• Products don’t do what they meant to or are defective
• Products is not as described/doesn’t match a sample shown
• Products aren’t reasonably fit for the purpose sold for
• If the original purchase was made on a credit or EFTPOS card, the refund itself must be credited to the original card used.

This returns policy corresponds with consumer’s rights under New Zealand Consumer Protection Law.

Online Returns

Our returns policy includes the rights you have under the New Zealand Consumer Protection Law and provides you with additional benefits in addition to those rights.

We understand if you change your mind and will refund any items that you are not completely in love with in accordance with the requirements detailed in our terms and conditions. Goods must be returned in saleable condition and be received to us within 14 days from the order date

For purchases posted back, refunds will be credited to your original method of payment within 7 days of us receiving the item and the refund being approved. Please note that relevant shipping charges will be incurred for the cost involved in returning items, except in the case of faulty goods.

Outside the previously described time frame, our goods come with guarantees that cannot be excluded under the New Zealand Consumer Protection Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For faulty garment/warranty claims outside of the 15 day return period, please email your contact details with a description of the fault and accompanying photos to info@carmenkirstein.co.nz.  If possible please include your original invoice. We will respond to your email within two business days and provide you with additional information so that the claim may be submitted and assessed.

Where a failure does not amount to a major failure, Carmen Kirstein. is entitled to choose between providing you with a repair, replacement or other suitable remedy. To obtain compensation, you will need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by Carmen Kirstein to comply with a consumer guarantee under the New Zealand Consumer Protection Law.

To receive a refund for any reason within 15 days from the order date, please ensure that you comply with the instructions below.

Returns via post

• If the garment is being returned because you have changed your mind, make sure the item or items are in the same condition you received them in, with all tags still attached. Items cannot be worn, washed or altered in any way. Failure to comply with these requirements will cause your refund to be rejected and returned to you at your cost.
• Email us at info@carmenkirstein.co.nz, with the reason for returning the garment, along with the invoice number and your contact details. We will email you back with the instructions of how to return the garment. Ensure that you do this quickly after you have received the garment so it is returned to us before the 14 days.
• Should you elect to not email us and ship your returns via any other method or provider, we may be unable to process your return and goods may be forfeited.
• Once your returned item has been received to us, you will be notified by email that the garment has been received and is to be assessed and processed.
• For a change of mind return, a non-refundable fee of $10 will be deducted from the original purchase price of your order. If your return has been approved in accordance with the above requirements, the credit card used to process the original transaction will be used to process the refund for the full purchase price of each returned garment less the $10 return charge.
• For a return where a garment has been assessed by us as being faulty, is not of acceptable or merchantable quality, is not fit for a particular purpose, does not match the description of the product, or does not match the sample of the product, the $10 shipping fee will be waived. If the garment has been assessed by us as falling into one of the above categories, the credit card used to process the original transaction will be used to process the refund for the full purchase price of each returned garment within 7 days of receiving the garment.
• Unless the garment is deemed to be faulty, in the event that the returned garment has been assessed as being worn, damaged, altered or has had tags removed, or has been returned outside of the stipulated time frame, we will be unable to process your return and will contact you within 48 hours of receiving your garments advising you of this. At this time we will provide you with options regarding us returning the garment or garments to you at your cost.
• Any faulty item claim must be made within a reasonable time of receiving the goods and is not subject to the 14 day returns time frame.
• For any change of mind return, email us within 10 days of the delivery date to ensure it is received to us within the 14 day time frame. If you have emailed us within 10 days, but the garment has not been received to us after 15 days, as a result of unforeseen delivery delays, we will treat the garment as being received within the required time frame.

Exchanges

Email us at info@carmenkirstein.co.nz with any exchanges (different size or change of style). We will email you back on how to return the garment and once we have received the garment we will send you the new garment that has been requested. If the garment that is being returned is of a lesser value to the new requested item, you will have to pay the difference. If the item being returned is of greater value compared to the exchanged item, we will give you a store credit of the difference.