退款政策

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

We don't accept returns for international shipments. 

Several types of goods are exempt from being returned. Perishable goods such as food items cannot be returned unless the item was sold to you in such a state where it is inedible or defected to a significant degree. 

Additional non-returnable items;

  • Gift cards.
  • Used health and personal care items.

Situations in which a return is possible;

  • Food items sold which are obviously inedible due to unforeseen circumstances.
  • Items defected, damaged or unusable. 
  • Items sent which arrive to you out of date/ passed expiry.

Examples of situations when refunds are not given;

  • Dislike of a product due to taste, unmet expectations etc.
  • Allergy, suspected or reaction from one of our products.
  • Any item purchased over the counter in which both the sales person and customer has inspected the item.

Damage due to shipping;

  • If an item is damaged in shipping, please contact the shipping company directly and they will advise a claim process. 

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds 
Once your return is received and inspected, we will send you an email (online purchases) 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, within a certain amount of days.

Late or missing refunds 
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.
Some refunds will not be processed as a refund, but instead a reversal. Check the sale amount or search our name in your statements, if it does not appear the charge was not processed. 
If you’ve done all of this and you still have not received your refund yet, please contact us at paul@arrowtowngold.com

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
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 paul@arrowtowngold.com and send your item to: 4 Buckingham Street, Arrowtown, Otago NZ 9302.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to:

4 Buckingham Street
Arrowtown
Otago
NZ
9302

For defective items (including inedible food items) which are to be returned via mail, please follow these steps;

  • Take photographs of the item(s) and email them through to paul@arrowtowngold.com to prove defect.
  • Leave the package in the same state as you received it. Re seal by cello-taping the box up.
  • Wrap items how they were received to avoid damage in shipping. 
  • We will email you a label to attach to the package with our address. If you do not recieve a label please address it to 
    4 Buckingham Street
    Arrowtown 9302
    New Zealand.
  • We will arrange a courier to collect the item from your house at our cost. 

If you have made a mistake in your purchase and we have agreed to exchange the products, the shipping will be at your cost, and follow the same steps as above.

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.

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