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Refund, Resend, and Returns Policy

This refund policy is provided as a resource for users of NZ Marketplace LTD. (“Marketplace New Zealand”).

Please review the following policies carefully.

ALL DISPUTES SHALL BE OPENED ON MARKETPLACE NEW ZEALAND. OTHERWISE, YOUR ACCOUNT MAY BE BLOCKED PERMANENTLY.

Marketplace New Zealand offers a quicker dispute solution and will appreciate it if you provide:

a. Photos or videos of the damaged item to prove damage. If photos cannot prove the damage, please upload a video.

b. Screenshot of the e-mail or dispute received, including name, date, and content. In other words, a customer has sent the complaint (via email or other methods).

c. The products need to be returned to Marketplace New Zealand if our Dispute Team requests a return.

Except for the important interpretations below, Marketplace New Zealand will make a refund, resend, or accept the return for any of the following cases:

  1. Orders Delayed. Orders lacking tracking information, in transit, pending, or expired 60 days after departure from our warehouse. The following are exceptions:

a. For orders shipped within New Zealand, disputes will be handled 45 days after departure from our warehouse.

b. Sometimes, the order may have arrived at the nearest post office to the buyer and is pending due to an insufficient address, unclaimed package, etc. It will be more convenient for clients to contact their local post office for delivery.

  1. Orders not Received. NZ Marketplace ltd. will not process a refund or resend if the tracking information shows the order is delivered.

a. If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

b. Tracking information alert. Reasons may include:

  • Incorrect/insufficient address
  • No such number
  • Unknown recipient
  • Refused
  • Did not pick up in time
  • No safe delivery location
  • Uncleared customs
  • Others

Notes:

  • The local distributor will deliver 1-3 times as per the actual situation. If unclaimed, it will be returned to the sender. NZ Marketplace takes no responsibility if products are lost during the return.
  1. Products Damaged. NZ Marketplace offers a full refund or replacement if packages arrive badly damaged. Partial refunds or replacements are offered for partially damaged packages.

Notes:

  • For fragile products, a refund is recommended.
  • For damaged packing boxes, no refunds or after-sale services are provided due to long-distance international delivery.
  1. Incorrect or Missing Products. NZ Marketplace ltd. has a strict quality control process. We will handle incorrect or missing products as follows:

a. For incorrect products, we offer a full refund or replacement.

b. For products with wrong color or size, we offer a refund or resend if you provide a screenshot of the complaint.

c. For missing parts, we may refund partially or resend the missing part.

  1. Order Cancellation. NZ Marketplace ltd. offers a full refund before products are processed by warehouses.

a. POD orders cannot be canceled after payment as they are customized.

b. Preorder inventory orders cannot be canceled after payment as they are special products.

c. Video and photo orders cannot be canceled after payment as preparations begin immediately.

Important Interpretation

  1. Deadline of Opening Dispute. Disputes cannot be opened if the order status is closed.

  2. Force Majeure. NZ Marketplace ltd. takes no responsibility for any product damage or shipping delay caused by acts of God, including but not limited to epidemics, strikes, wars, natural disasters, etc.

  3. Return. Products can be returned to our New Zealand warehouse only. We do not recommend returning products due to high international shipping costs and long delivery times.

a. If a return is necessary, please follow these steps: How to return products to our warehouse.

b. Products should be returned within 30 days of receipt.

  1. Unacceptable Disputes. NZ Marketplace ltd. shall not accept unreasonable disputes, including but not limited to:
    • Buyer dislikes the product.
    • Product description is not real.
    • Products have an unusual smell.
    • Buyer ordered the wrong items.
    • Incorrect shipping address provided.
    • Tracking information deleted by logistics companies.

NZ Marketplace ltd. strives to offer the best service. If you have any questions, please feel free to contact us.

Website: Marketplace New Zealand Email: [email protected]

Last updated: 21-05-2024