Refund policy

 

Returns

• Eligibility: You can return unopened and unused products within 15 days of delivery for a full refund. Items must be in their original packaging and in the same condition as when you received them.
• Process: To initiate a return, please contact our customer service team at frank@frankcleen.co.nz with your order number and the reason for the return. We will provide you with a return authorization and instructions on how to send your item back to us.
• Return Shipping: Customers are responsible for the cost of return shipping. We recommend using a trackable shipping service to ensure your return is received.

Refunds

• Processing Time: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 7-10 business days, and a credit will automatically be applied to your original method of payment.
• Partial Refunds: In some cases, only partial refunds may be granted (e.g., if the item is not in its original condition or is damaged for reasons not due to our error).

Exchanges

We only replace items if they are defective or damaged. If you need to exchange a defective or damaged item, please contact us, and we'll arrange a replacement.

Non-Returnable Items

Certain items, such as gift cards, downloadable software products, and perishable goods, are non-returnable. Please check product descriptions for any specific return restrictions.

Contact Us

If you have any questions or need assistance with your return or refund, please reach out to our customer service team at frank@francleen.co.nz. We're here to help!