The Refund Process
Faulty, Damaged and Lost Products
If an item is found to be faulty or damaged we will offer a full refund. To apply for a refund, just email us at firstname.lastname@example.org explaining the problem. This needs to be done within 7 days of receiving the item.
Item will then need to be returned in original packaging and posted at the cost of the buyer to: Dragon Ball NZ, 36 Somerset Crescent, Palmerston North, 4412
Upon receiving items back, we will then process a refund including the cost(proof may be required) to return the items.
If you have not received your item within 10 business days of it being dispatched. Please contact us at email@example.com and we will investigate. If item cannot be recovered, we will send a full refund. Note: all items sent out are tracked to help avoid this happening.
We will not refund items when:
- Item has been damaged by customer
- Item is at a lower price elsewhere
- Items have already been dispatched
Although we take the utmost care to pack orders as if they were our own to prevent any damage during transit. Certain circumstances out of our control can lead to unexpected damage. When this happens we will then file a claim against the postal service provider.
There may be the rare occasion that the stock we receive does have minor cosmetic damage to the packaging which has no effect on the products sealed inside. We have no control over this and will send out as normal.
All orders are subject to stock availability. Although we do our best to ensure stock is secured(including preorders). Circumstances out of our control, can lead to suppliers having to shortship/allocate stock.
If you wish to cancel an order, you may do so by contacting me at firstname.lastname@example.org with your order number. A 10% cancellation fee will apply to the total cost of the order(excluding shipping). A refund will then be processed less cancellation fee.
If an order has already been dispatched, the item(s) will need to be returned to: Dragon Ball NZ, 36 Somerset Crescent, Palmerston North, 4412. Item must be unopened and in original packaging. Upon receiving goods, we will process refund less 10% Cancellation Fee(excluding shipping).
Preorder items need to be cancelled at least a week before release date or a cancellation fee of 10% of total item cost(excluding shipping)will apply. A refund will then be processed less cancellation fee. All other orders including backorders will incur a 10% fee regardless.