Return Policy

1. Return Policy Overview

At Expertservices, we want you to be completely satisfied with your art supplies and stationery purchases. We understand that sometimes a product may not meet your expectations. This Return Policy outlines the process for returning products purchased from our website or physical store located at 35 Crummer Road, Grey Lynn, Auckland 1021, New Zealand.

2. Return Eligibility

You may return most new, unopened items within 30 days of delivery for a full refund. We also accept returns of opened items within 14 days if the item is defective, damaged, or significantly different from what was described on our website.

To be eligible for a return, your item must be:

• In the same condition that you received it
• In the original packaging, where possible
• Accompanied by the receipt or proof of purchase

The following items cannot be returned:

• Custom-made or personalized items
• Digital products
• Gift cards
• Items marked as "non-returnable" or "final sale"
• Items that have been used or show signs of wear
• Perishable goods such as certain art materials with limited shelf life

3. Return Process

For Online Purchases:

1. Contact our customer service team at [email protected] or +64 9 360 1238 to initiate a return.
2. You will receive instructions on how to package and ship the item back to us.
3. Ship the items back to: Expertservices, 35 Crummer Road, Grey Lynn, Auckland 1021, New Zealand.
4. Include your order number and the reason for return in your package.

For In-Store Purchases:

1. Bring the item(s) you wish to return to our store at 35 Crummer Road, Grey Lynn, Auckland.
2. Present your receipt or proof of purchase.
3. Our staff will assist you with the return process.

4. Refunds

Once we receive and inspect your return, we will notify you of the status of your refund. If your return is approved, we will initiate a refund to your original method of payment.

Timeframes for Refunds:

• Credit/debit card refunds typically take 5-10 business days to appear on your statement.
• Bank transfer refunds may take 5-7 business days to process.
• In-store cash refunds are processed immediately.

For in-store purchases, refunds will be issued in the original form of payment. If the original payment method is unavailable, we may issue a store credit.

5. Exchanges

If you need to exchange an item for the same product due to size or color preference, please follow the same process as for returns. If you wish to exchange for a different product, please return the original item for a refund and place a new order.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] or +64 9 360 1238. Please provide details of the damage or defect and, if possible, include photographs.

For damaged or defective items, we will cover the cost of return shipping and will either:

• Replace the item with an identical product, if available
• Offer a refund of the full purchase price
• Provide store credit of equal value

7. Return Shipping Costs

Customers are responsible for return shipping costs unless the item received was damaged, defective, or significantly different from what was described on our website. If you are returning a damaged or defective item, we will provide you with a prepaid shipping label or reimburse your shipping costs.

8. Late or Missing Refunds

If you haven't received a refund after two weeks from our confirmation, please check your bank account again. Then contact your credit card company or bank, as it may take some time for the refund to be officially posted. If you've done all of this and still have not received your refund, please contact us at [email protected].

9. Sale Items

Only regularly priced items may be refunded. Sale items cannot be refunded unless defective or significantly different from what was described.

10. Consumer Guarantees Act

This Return Policy does not limit your rights under the Consumer Guarantees Act 1993. Under the Consumer Guarantees Act, products must be of acceptable quality, fit for purpose, match their description, and last for a reasonable time. If a product fails to meet these guarantees, you may have the right to a repair, replacement, or refund, even outside our stated return period.

11. Contact Us

If you have any questions about our Return Policy, please contact us:

• By email: [email protected]
• By phone: +64 9 360 1238
• By mail: 35 Crummer Road, Grey Lynn, Auckland 1021, New Zealand
• In person at our store during business hours