Goods Damaged in Transit
Occasionally mishaps occur with couriers and we have experienced these situations over the last 12 years. If the item you purchased is damaged, please let us know immediately. Please provide a full description and pictures to show the damage.
We will then lodge a complaint with the freight company and we will supply a replacement, generally by the next day.
Please be aware that once your item is picked up and is with the couriers, we no longer have any control over this item. Tracking is always provided so you can monitor the delivery progress.
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.
To complete your return, we require proof of purchase.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error are non-refundable.
- Any item that is returned more than 15 days after delivery.
Refunds (if applicable)
Once your return is received 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.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. 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 sales@tentmagic.co.nz or dave@liquidpearl.co.nz
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (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 sales@tentmagic.co.nz or dave@liquidpearl.co.nz and send your item to:
PO Box 230293
Botany, Auckland 2163 NZ
Shipping
To return your product, you should mail your product to:
PO Box 230293
Botany, Auckland 2163 NZ
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.