Our goods come with guarantees that cannot be excluded under the New Zealand Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
In order to make a claim please contact us via [email protected] and supply proof of purchase (e.g. receipt or order number), describe in accurate detail the problems you have encountered and provide evidence (eg. a photograph or video) to support your claim. Please also state whether you are requesting a replacement, repair, refund or credit. Where the Service & Warranty Team has determined that, on the facts you have provided, a claim may be granted, we will ask you to follow our returns process.
Before signing for a parcel Baccani New Zealand recommends opening and inspecting the parcel to ensure all the items are in good condition. In case of breakage please contact Baccani prams New Zealand immediately. Please email us a photo of the damaged item and the corresponding order number so that a claim can be lodged with the delivery service.
PROCESS FOR RETURNS AND REFUNDS
Our product may be returned and, where required, provide you with a Return Authorization and instructions on how to return your goods, with which you must comply. We will not accept the return of a product without approval from our Customer Service Team. The product must be returned within 30 Calendar Days from the approved date.
(b) Once an item is returned we will either inspect your goods and investigate any claimed defect or where we believe it is applicable, provide a remedy in relation to your goods. If we do not believe a remedy is applicable upon inspecting your goods (for example, where we believe the goods have been misused, or there was a failure to use in accordance with manufacturer instructions, used it in an abnormal way or there has been a failure to take reasonable care), we will reject your claim and return your goods to you.
We accept returns if goods were,
• Returned within 30 days from the approved date
• Not used or worn (with original tags and packaging)
• Not damaged in any way; and
• Returned with all accessories and parts
• Return postage needs to be paid by the customer. (except for 30 days free return for change of mind. Refer section ‘e’)
•We do not accept returns for demo products, warehouse samples, or products purchased at a discounted rate in any form via special customer requests
We do not accept returns after dispatch for change of mind decisions (30 days free home trial is not applicable in such instances).
(c) Refunds will be issued using the payment method used for purchase.
(d) We aim to process refunds and replacements within 14 days of receipt by us of the original product; however, depending on your item and the number of returns in our system, this may take longer
(e) Change of mind – We offer a free return if our product is not what you after. If you think this is not the right product for you please email our customer service team via [email protected] They will guide you on how to repack and return to us. You have 14days to return the package to us from the day of purchase. We will make the refund within 14 days after receiving the parcel. Please note product needs to be in its original condition with no damages in order to proceed with the refund. Please note damages caused by incorrect packing and signs of use may reject your refund.
(f) Return postage needs to be paid for the errors made by the customer when placing the order or rejected claims.
(g) Please note 30 days free trial is only valid with pram purchase. Not applies with separate accessories purchase
(h) Refunds cannot be claimed for the second order we sent out in case first item is misplaced after delivering to nominated address.
(i) If we reject your claim due to any of the above factors, We will return the stroller/Parts back to you.
Return Address: 100 Wairau Rd, Glenfield, North Shore, Auckland