Refund policy
Returns
We do not accept returns unless there is a factory defect in the manufacturing of your item. Change of mind, dissatisfaction with colour or texture are not acceptable reasons for returns. Device screens portray colour differently, please note this may result in receiving a colour not quite as you expected. This is a hand made item and therefore colour differences are inherent in its nature and part of its beauty.
Exchanges
Our exchange policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer an exchange. We accept exchanges for any reason within this time period if product is in new condition as stated below.
To be eligible for an exchange, your item must be unused and in the same condition you received it. It must also be in the original packaging.
Additional non-returnable/non-exchangeable items:
- Gift cards
Refunds (if applicable)
We do not offer change of mind refunds. Please be sure about your purchase.
If your item is defective and accepted for return, we will send you an email to notify you we have received your returned item. We will also notify you of the approval or rejection of your refund with in three business days of receiving your returned item.
Refunds are granted when an item is defective (please note, mill splicing or 'joins' are not defects). If an item is returned for any other reason than a defect, we will gladly offer a credit or an exchange.
If your request for refund is approved, then your refund will be processed that day, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days for third party processing.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at livelongandknit@gmail.com.
Sale items (if applicable)
Only regular priced items may be refunded (as per requirements) or exchanged, unfortunately sale items cannot be refunded or exchanged.
Exchanges (if applicable)
If you need to exchange an item, and you are within the 30 day period since purchase) send us an email at livelongandknit@gmail.com and send your item to: 54 Ponsonby Road Shop 3, Grey Lynn, Auckland NZ 1011 . Alternatively, you can bring your item to exchange to our physical location: 54 Ponsonby Road Shop 3, Grey Lynn, Auckland NZ 1011 Items must be in their original state.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
Return shipping is the responsibility of the consumer.
