Refund policy

Refunds & Returns Policy:

We are unable to refund for "change of minds", so please choose carefully. Good images and dimensions are on our website, please measure your space and check dimensions and ask questons if you are unsure of anything to do with our product. We will only make, and are only obligated to make, a refund if an item cannot be supplied. Any order received damaged or faulty will be replaced only if a replacement cannot be offered will a refund be offered. Returns must be made with in 7 working days if the item is being returned by yourself not collected by Found & Co.

We are careful to inspect all goods before they are sent out however if there are any issues with your order please contact us within 24 hours of the delivery of an incorrect or flawed item. You will not incur any additional costs in this circumstance. Your replacement item will be delivered to you within the normal delivery time frame for that item.

Damaged Deliveries

Upon arrival of your order(s), please note any damage to the boxes as well as any damage to the items themselves. Photographs are helpful to assist your claim.

Where you believe that there is a shortage in the quantity of products delivered, please notify our Found & co team within 24 hours of delivery and allow Found & co reasonable opportunity to investigate the claim.

Found & co adequately packs all goods leaving its premises. Customers are responsible for notifying Found & co within 24 hours by phone or email of any item(s) damaged or otherwise not intact. Found & co cannot be held responsible for damaged deliveries that are not reported within 24 hours of receipt.

Claims for damage or loss in transit must be made against the carrier in the prescribed manner:

• Prior to acknowledging delivery to the carrier, you must ensure that the complete consignment as per the carrier's note has been received.
• Should there be a shortage or visible damage to outer packaging the carrier's note must be endorsed accordingly.
• Within 24 hours of receipt of consignment, you must ensure that all goods received are in good order and condition.

No damage claims will be considered after 24 hours of receipt of goods. 

Cancellation of Order

You may cancel an order only if the order has not been placed with the supplier, however the following charges will apply:

(a) if your order has not been placed with the supplier and you have paid by electronic funds transfer we will issue you with a full 100% refund less any transaction costs and bank fees incurred by Us.

(b) if your order has not been placed with the supplier and you have paid by credit card either over the phone or via our online payment system you will be offered a full refund less any fees charged to us by the bank to make the refund transaction.

Warranty

We will meet our responsibilities under the Consumer Guarantees Act 1993. If the goods are being purchased for a business then the Consumer Guarantees Act does not apply.

 Where the goods are subject to a manufacturer's warranty then this will also apply. The goods will not be covered under warranty for normal wear and tear or for damage caused to them due, amongst other reasons, to improper use or cleaning.

Please note that, as wood and most of the fabrics are a natural material, light tone differences among the various elements that make up the product may occur. Moreover, if the products are purchased in different periods, the elapsed time and climatic conditions can cause variations in colour and/or tonality and We cannot accept any claim in this regard.

Where we accept a claim, it will be up to Our discretion as to whether the goods will be repaired, replaced or a refund offered to You.

 

 

 

Faulty Items

Under the Consumer Guarantees Act 1993, the items you purchase from us are required to be of acceptable quality. 

If you consider that an item that you have purchased is faulty, please return the item to us at 518 Buckland Road, Buckland, Pukekohe, Auckland for assessment. This can take up to five working days from the date the item is received by our team. If the item is faulty, we will either repair or replace the item, depending on the circumstances; if a repair or replacement is not available, then we will be happy to provide you with a full refund.  

We are not responsible for any fault that may have arisen due to your use or care of the item if you have used the item in a way, or to an extent, that a reasonable consumer would not have used the item – this includes a failure to follow care instructions. If we find that the fault has arisen due to your use or care of the item, we are not responsible for your costs of returning the item to us to be assessed, or sending the item back to you.

If the item is faulty and we have failed to repair the fault in a reasonable length of time (after we have assessed the item), then you can either have the item fixed elsewhere (and we will be responsible for the costs) or reject the goods and return them to us for either a replacement item or a refund.

If the fault cannot be repaired or is a breach of substantial character of any of the warranties implied under the Consumer Guarantees Act 1993, then you can reject the item by returning it to us, and receive either a replacement item or a refund.  If you want to reject the item, you need to do so within a reasonable time. You cannot reject the item if you have disposed of it, it has been lost or destroyed, the item was damaged after you received it, or you have attached it to or incorporated it into another item (and the item cannot be removed from the other item without being damaged). 

The above is not intended to alter any rights or obligations contained in the Consumer Guarantees Act 1993.

Shipping Costs

Shipping costs to return an item are at the customers expense, unless the item is faulty. Shipping and handling charges are not refunded unless the original item was incorrect or faulty.

Return Shipping

To return your product by courier, please use our warehouse address: unit 14a, 518 Buckland Road, Buckland 2677 Auckland

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.

When we have received your return, your exchange or refund (whichever applies) will be processed in your original form of payment within five working days. You will be notified via email once this has been processed.

If you have any questions about this process, please email sales@foundnco.co.nz

Pre-orders and Custom Orders

Items purchased as a pre-order or custom order cannot be cancelled before delivery. When your order is placed, Found & Co will provide an approximate delivery date and will make our best efforts to ensure this timeframe is met, however this date is subject to change based on supplier availability and delivery turnaround. Any changes in delivery timeframe do not qualify the item to be refunded. 

Gift ExchangesIf you are purchasing as a gift, we offer a gift exchange service so that the receiver can exchange or return within the guidelines above. We only require the full name of the gift receiver at the time of your transaction to be able to complete this process.