Refund policy

RETURNS & REFUNDS

    1. We strive to deliver you the best in quality and value, if for any reason you are not satisfied with your order we are happy to take back the product and issue you a full refund of your purchase.
    2. Products can only be returned if they are still in their original condition. Used products, or products damaged by the customer will not be eligible for refund.
    3. Request your Return Authorisation Number by emailing info@woodflow-creations.co.nz with a detailed reason for return and pictures or a video of the product that supports your reason. Upon approval you will receive a return authorisation reference and the address to return the product to. 
    4. To assure your refund please use a trackable mail service, we will not be responsible for lost or missing packages.
    5. A faulty product, or a product that fails within 30 days of use, will be eligible for a full refund or replacement. We’ll cover the full cost of the return courier and arrange for the collection of your faulty goods. Email us at info@woodflow-creations.co.nz or phone us at +7827 9182 and let us know if you’d like a refund or a replacement.
    6. For a Refund: Upon the receipt of your package, your products will be checked and a full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.
    7. If requesting a replacement: Upon the receipt of your package, your products will be checked and a replacement product will be sent to you, by trackable courier service. A confirmation of acceptance will be emailed to you, along with the courier ticket number for tracking. We’ll cover the full cost of the courier in this case.

 

LATE OR MISSING REFUNDS

Please understand that we issue refunds as soon as your refund request is approved - that means that the money leaves our account immediately. 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. We have seen some credit card companies take up to 30 days to show that the refund has been put back on the card. If you’ve done all of this and you still have not received your refund yet, please contact us – info@woodflow-creations.co.nz

How long does delivery take?

All orders are shipped within 1-2 business days.  We use an express courier delivery service, with a 1-3 day transit time throughout New Zealand.  If your order hasn’t arrived in the estimated delivery times, please contact our support team at info@woodflow-creations.co.nz

(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).

Can you provide me with a tracking number?

All tracking numbers will be emailed to the customer as soon as the tracking information becomes available.

I've entered the wrong shipping address, can I change it?

If this happens to you, email us as soon as possible, we MIGHT be able to take care of it. However, we can't promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already entered the shipping process, we won't be able to stop it.

We should not be responsible if you entered an incomplete and/or incorrect shipping address. Our system automatically process orders and just follows what you supplied.

Can I cancel my order after it has been placed?

If you change your mind about your order, and your order has already been processed and shipped, unfortunately, we are unable to cancel your order. However, if you wish to cancel BEFORE it has been processed and/or shipped, we can cancel your order and issue you a full refund via your original payment method.

Woodflow Creations, 5/48 Byron Street, Leamington, Cambridge 3432, Waikato, New Zealand

Tel: +647 827 9182

info@woodflow-creations.co.nz