Click here to start your online return. Please note our Returns Policy does not include ‘change of mind’ returns.
CrystalRepublic will accept returns for faulty items, in line with the Consumer Guarantees Act, so long as the product default or defect is reported as soon as it occurs.
Claims will not be valid if:
·The product has been used for any purposes for which it is not intended
·The purchaser has intentionally or unintentionally broken the product or lost/damaged some of its parts
·The product has been modified
·Warranties do not cover reasonable wear and tear
Consumer Guarantees Act 1993
The Consumer Guarantee Act sets out minimum standards for goods sold by CrystalRepublic. If goods sold are not of good quality or are faulty, the customer has the right to a repair, replacement, or a refund at the retailer’s discretion.
Fair Trading Act 1986
The Fair Trading Act is designed to protect the customer from being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including pricing, where the product was made, where the product is from, the meeting of New Zealand safety standards, availability of products in-store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.
Return exceptions
No final sale items (clearance items) can be returned. Other non-returnable purchases include display items, gift vouchers, or any other items specified by our customer service representatives. Items returned incomplete, or without the original packaging, may be denied a refund or exchange.
Faulty items and exchanges
If you have received a faulty item, we will do our best to fix and return it to you at no additional cost. If we are unable to repair or exchange the faulty item, we will make a refund payment to you. (Postage not included).
CrystalRepublic will not refund the following third-party service fee charges.
Return process exceptions
Please allow up to 3-5 business days for your return or exchange to be processed once we have received it. In most cases, your refund will be applied to back to the original form of payment used for the purchase, unless otherwise agreed. We cannot process refunds from our in-store EFTPOS machine.
Original shipping charges incurred on your purchase aren’t refundable as part of your return or exchange.
If you have any questions, or have received an incorrect or damaged item please contact us immediately.
To claim a refund for an item purchased with a credit card or finance card (personal loan), you must check that you have met the above returning conditions.
Late or missing refunds
If you have not received your refund within the specified timeframe, please double check the bank details you provided us are correct, before contacting your credit card company. You may also want to contact your bank, which may apply its own additional payment wait times.
If you’ve done all of this and are still unclear as to why you have not yet received your refund, please contact us at support@CrystalRepublic.com.
