PRODUCT POLICY
WARNING
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Our products are recommended for professional technicians who have proper training only. We won't be responsible for any misuses.
Please bear in mind that photo may show slightly differently from actual item in terms of colour due to the lighting during photo shooting or the monitor’s display. If you have any doubt of our products, please buy at our store to avoid any misunderstanding in the future.
PAYMENT
All our prices are in New Zealand dollar and GST included . We accept payments by Visa, MasterCard, Cash, and Direct Credit. Credit cards are processed via our PayPal secure server. We also accept Afterpay, Laybuy, Humm, Genoapay payment. Humm and Genoapay are not integrated with our website, please contact us to process the order manually by emailing to: info@fabulashbrows.co.nz
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WARRANTY
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Warranty information of a specific product is written in the sale description of that product. If you have problems with a product that is still covered in warranty time, please write an email with your order number to phimasternz@gmail.com and explain the problem you experience. If possible, attach a video or pictures showing the problem, so that we can try to identify the defect.
Depending on the defect, we shall be entitled to choose the method of fulfilling our warranty obligation (spare parts, repair, exchange or price reduction) at our discretion.
You agree that we may use one of our contractual partners abroad to fulfil our warranty obligations.
RETURN / EXCHANGE & REFUND
FAULTY / WRONG ITEM
We guarantee 100% satisfaction. If a faulty or wrong item (except furniture) is sent to you by us, please contact us within 7 days of receiving your order, we'll make it right. We may either fix the faulty item or send you a replacement. Wrong/faulty item will need to be returned in this case. You may also return it for a credit on your account, an exchange for another item of the same price or accept our offer for a discount. Please note we reserve the rights to offer you a remedy on a case by case basis which are fixing, replacement, credit note or discount offer.
Please note damaged items caused by customers including: wrong installation, misuse, careless handling, etc - are not covered under this policy.
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CHANGE OF MIND
Please choose your products carefully before placing an order, as we do not accept return / exchange of item(s) or issue a full refund in case of change of mind. If you want to return or exchange an item, we might consider taking the item back with a fee of 25% of the item value for handling, restocking and administration. Items to be returned must be in original package, in good and re-sellable condition Shipping fee is not refundable. Return shipping fee is paid by you.
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SALE / CLEARANCE ITEMS
No returns can be made on clearance sale items or special/custom orders, these are considered final sales.
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HOW TO RETURN AN ITEM
Please contact us for instructions where the good(s) should be returned to. All returns must be authorised before sending and inspected after reaching our store. Please allow up to 10 business days for us to process your return and issue a refund. In case of refund, the fund will be issued to the original payment method. It will take 5-7 days for the fund to show in your account.
Product(s) should be:
Returned within 7 days from the date it is delivered, in good and re-sellable condition, in original packaging with all parts and accessories (if any).
Any free /promotion items included with a specific product purchase must be returned as well.
It is the customer’s responsibility to properly pack, ship and ensure the contents of all returned packages using a traceable ground shipping method (we recommend overnight courier or signature post) to:
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3/64 Kenmore Street,
Newlands, Wellington 6037
​0221308020
It is the customer’s responsibility to make a claim with the carrier for any proof of delivery or damage to shipment returned to us.
If you return an item, you can email us to check your return status. We also email or text you to inform you that your return has been processed. Be sure you have your invoice number available when you call/email/txt us.
DELIVERY
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We try our best to deliver the goods to you in the fastest and safest way, however delivery time depends on the courier, once it is out for delivery, it is out of our control. Tracking details will be sent to your email address. It's best if you contact the courier for shipping instruction, information or any general enquiries. We will work with the courier in case of lost/damaged shipment. Please refer to the lost/damaged shipment terms below.
You must check your order before signing for courier. Once you sign for your shipment, you have confirmed that you have received the correct order and in good condition.
Please contact us before placing an international order.
EXPECTED SHIPPING TIME
As soon as the payment is confirmed, the order will be processed and shipped immediately. If you place the order online, the payment is confirmed straight away. If you do bank transfer, it normally takes one business day for the payment to show up on our account and to be confirmed. All orders placed with the payment confirmed after 1:00 p.m will be shipped the next business day.
We use overnight courier but don't guarantee overnight delivery. Expected delivery time is 1-3 business days for north island, 2-5 business for south island.
A signature might be required for all shipments upon receipt. Products will NOT be delivered to PO Boxes (can only be shipped via NZ Postal Service). The shipment might be delayed and take longer to delivery in public holidays and holiday seasons. The exceptional odd, overweight, and/or oversized items can only be shipped by common carrier (truck/air freight- Mainfreight). Please contact us for shipping quote.
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LOST / DAMAGED SHIPMENT
Please carefully inspect your goods thoroughly before signing for the delivery. If your package is damaged, please note this on the consignment note. When signing for an item you are accepting that the item has been received in good condition, and the freight company will not honour any claim in the event of damage. We will then not be able to claim for damage on your behalf. By paying your invoice you have accepted all our Terms & Conditions.
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If you don't receive the order, please contact us within 14 days of placing the order. Once the parcel is confirmed lost, we will send you a replacement parcel (provided that stock is available) and/or give you a refund/store credit.
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We carefully pack and check all boxes before they are sent. However damages can occur during transit. When an item is received in a damaged condition, please follow the instructions below:
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Don't sign for the shipment.
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DO NOT throw out the boxes the item(s) was shipped in, the courier will need to see the shipping box to determine the damages.
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Take record of the damages (photos, videos)
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Email the proof of damage to the courier as soon as possible with the tracking number as reference.
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Contact us within 48 hours of receiving the order to make a claim to the courier..
Once the damage is confirmed, we will send out missing items and/or give you a partial refund/store credit.
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Freight Shipment:
For truck shipment (furniture, equipment, etc…), upon delivery you will need to check boxes for all visible damages to the boxes and number of boxes received. If any damage or missing boxes, write a brief description of the damage or number of boxes received on the bill of lading of the courier before signing it. You will then have to open and check all boxes for any damages and contact us within 48 hours of receipt of order for us to make a claim with the shipper or freight company.
Shipment Refusal:
As long as you check and record all visible damages, you will not need to refuse a shipment.
Refusal of the shipment:
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Will incur additional charges for restocking and redelivery variable depending on the carrier. These charges must be paid before shipment is redelivered.
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Does not constitute a cancellation of an order. If a shipment is returned to us, you will not be fully credited. The refused order will then be inspected upon arrival back to us and you will be credited the item’s costs less all shipping and restocking charges at 25% of the order invoice.