Refund policy

1. Consumer Guarantees Act Obligations

  • If a product is faulty or damaged due to our error, Sailcity Packaging will provide either:
    • A full replacement at our cost, including shipping, or
    • A full refund, if a replacement isn’t available.
  • Customers must notify us of any fault via email at sailcitypackaging@gmail.com within 7 working days of delivery.
  • A Return Authority (RA) must be issued by us before goods are sent back.

 

2. Change of Mind & incorrect size or Non-Fault Returns

  • If a customer no longer needs the product or has changed their mind:
  • If the product doesn’t meet personal expectations but does match the description and is not faulty.
  • If Incorrect size is chosen though size description is correctly displayed.
  • Best practice is always check specifications carefully before purchasing.
  • Return or refund requests are evaluated case-by-case.
  • We reserve the right to accept or decline such requests.
  • Approved returns will incur a minimum $30 restocking fee or 10% of the order value, whichever is higher.

 

3. Return Eligibility & Process

To qualify for return:

  • Products must be:
    • Unused, in original packaging, and in same original condition
    • Fully packed (no opened cartons, defaced boxes, or missing items)
  • Damaged or soiled packaging may result in partial refund or denial.
  • A valid Return Approval must be obtained prior to sending goods.
  • Returns once approved must be sent to:
    7 Haliday place, East Tamaki, Auckland 2013
    (Shipping at customer’s cost. A return shipping ticket can be issued and deducted from refund value.)

 

4. Return Window

·        Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

  • Our policy lasts for 14 days from the purchase date.
  • After 14 days, unfortunately, we are unable to offer returns or refunds.

 

5. Refund Procedure

  • All returns require a proof of purchase.
  • Once approved and inspected:
    • Refunds will be processed to the original payment method, minus original shipping costs.
    • We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method from our end within 7 business days.
  • Check with your card issuer or bank for expected processing times (up to 72 hours). Please remember it can take some time for your bank or credit card company to process the refund.
  • For delayed refunds: If more than 15 business days have passed since we’ve approved your return, please contact us at sailcitypackaging@gmail.com

 

6. Exchanges

  • Items may only be exchanged if defective or damaged.
  • Contact us to initiate an exchange and send returns to:
    7 Haliday place, East Tamaki, Auckland 2013

 

7. Shipping & Liability

  • Shipping costs for returns are non-refundable and borne by the customer.
  • For high-value returns, we recommend using a trackable service or shipping insurance.
  • We do not guarantee receipt of returned items without tracking.

 

8. Sale & Custom Items

  • Only regular-priced items are eligible for refund.
  • Custom and special-order products are non-returnable unless proven faulty or incorrect due to Sailcity Packaging's error.

 

9. Policy Amendments

  • Terms and Conditions may be updated at any time, effective immediately once published on our website.