How To Initiate A Return
ONLINE ORDERS DIRECT FROM CHIBEBE.CO.NZ
We have a 1 year manufacturers warranty on our products. It is at the discretion of Chibebe® if the reported item(s) is actually a manufacturers fault.
You are entitled to a replacement, credit or refund where products have a major failure, such as:
• When it is faulty
• Wrongly described*
• Different from a sample shown to you; or
• Do not do what they are supposed to do
*excluding colors, as actual product colors may vary from images.
'CHANGE OF MIND' POLICY
We also have a 30 day 'change of mind' policy, where we will refund or exchange your non-sale item(s) for a different color within the same product range. You will be responsible for all shipment costs in this case.
You must meet these criteria for a 'change of mind' return.
• Within 30 days of receipt of your shipment leaving our warehouse facility
• In original and sellable condition
• Item(s) must be Unwashed and Unused
• In the original packaging
• Return any free gifts and/or promotional items sent with your order
WHAT ITEMS ARE NON-REFUNDABLE OR EXCHANGEABLE?
• Free gifts or promotional items
• Chibebe Gift Cards
• Bean filling or other filling
• 3rd party e-Vouchers or Gift Cards
• Used Items
• Washed Items
• Sale Items
• Where the item(s) has been tampered with, or used incorrectly
• Manufacturers fault items outside of the warranty period
• Any item(s) after 30 days of leaving our warehouse
ARE THERE ANY CHARGES FOR SHIPPING FOR A RETURNED ITEM(S)?
• Original shipping charges are NON-refundable.
• You are responsible for all shipping charges for returns / exchanges.
• For faulty items, we will cover shipment costs after confirming a legitimate fault by inspection on receipt of the item(s). You must send a postage receipt with your returned item(s) to be eligible to receive this refund.
HOW DO I RETURN AN ITEM(S)?
• After confirming that you meet the criteria above, go here to initiate your return
• You will get a reply within 2 business days with a request for more details. and you may be asked to supply pictures to support your claim before sending the item(s) back to us with a supplied claim number. Do not send the item back until you have this claim number.
• We will work hard to resolve the issue fairly and swiftly, making the process an easy one for you.
HOW SOON DO I GET MY REFUND?
• Once your item(s) is returned and inspected, we will send you an email with the outcome of our decision.
• If you are approved for a refund, it will processed, and the approved credit amount will be automatically applied to the original method of payment within 14 business days.
NOTE: All return requests for refund or exchange are at the discretion of Chibebe® and decisions are final.
ORDERS MADE VIA A CHIBEBE STOCKIST
If you have made a purchase through an authorised Chibebe® stockist, you must return your product to the store you made the purchase from.
For the speediest outcome, it’s best to take along with you to the store:
• A receipt or other proof of purchase (e.g. bank statement / transaction history).
• Return the product in the same condition as it was purchased (including manuals, accessories, packaging and any free gifts/promotional items).
• Provide any extra information the store may need to process your return.