Refund policy
Refund and Exchange Policy
At Native Seed, we are committed to ensuring that you are completely satisfied with your purchase. If for any reason you are not satisfied, we offer a clear and straightforward refund and exchange policy.
1. Eligibility for Returns and Exchanges
- Timeframe: You can return or exchange items within 30 days from the date of purchase.
- Condition of the Item: Items must be unused, unopened, and in their original condition with all packaging, labels, and tags still intact. For health and safety / hygiene reasons, we cannot accept returns on certain items. This includes our teethers and any open / used goods.
- Proof of Purchase: Please provide a receipt or proof of purchase (e.g., order confirmation or invoice).
2. Refund Process
- Full Refund: If the item is returned within 30 days and meets the return conditions, you will receive a full refund to the original payment method.
- Defective or Faulty Items: If your product is faulty or damaged upon arrival, we will offer a full refund, exchange, or store credit. Please contact us within 7 days of receiving the faulty item.
- Processing Time: Refunds are typically processed within 5-7 business days after the return is received and inspected.
3. Non-Refundable or Non-Exchangeable Items
For hygiene and safety reasons, the following items cannot be refunded or exchanged:
- Teethers
- Personalised or custom-made products
- Items marked 'Final Sale' or gift cards.
- Any item that does not meet the above eligibility criteria.
5. Defective or Damaged Items
If you receive an item that is defective, damaged, or incorrect:
- Notify Us Promptly: Please contact our customer service team within 7 days of receiving the item. We will arrange a return or exchange at no extra cost to you.
- Photos: If the item is damaged, please provide a photo of the defect to assist with the process.
6. Returns by Post
If you're returning an item by post:
- Return Address: Please get in contact with us at nativeseed@outlook.com for return address.
- Return Shipping: Customers are responsible for return shipping costs unless the item is faulty or damaged upon arrival.
- Shipping Charges: Original shipping fees are non-refundable
7. Change of Mind
We are happy to offer exchanges or store credit only for change of mind returns if the product meets our return conditions. However, shipping costs for returns in the case of a change of mind are the responsibility of the customer.
8. Consumer Guarantees
Under New Zealand's Consumer Guarantees Act 1993, we are required to ensure that the goods we sell are of acceptable quality, match their description, and are fit for purpose. If a product does not meet these guarantees, you are entitled to a remedy (repair, replacement, or refund), regardless of whether the product was purchased in-store or online.
Please contact us at nativeseed@outlook.com for any questions you have regarding this policy