Refund policy
RETURNS AND EXCHANGE POLICY
STEP 1
Please send an email to sales@efl.net.nz indicating the reason for your return. We will reply with a Return Authorisation number and Return Address. Please include the Return Authorisation number you are given in a note with your returned goods.
STEP 2
Place the arena product(s) you wish to return in the original packaging they arrived in and place inside an Postal satchel. Please note that the garment must be in undamaged condition for you to be able to receive a refund.
STEP 3
Once we receive the product(s), we will send you an email informing you that they arrived safely at our warehouse. Our Returns Team will then inspect all returns within 2 business days to ensure they are in undamaged conditions.
STEP 4
Our Returns Team will then pass on the details for all customer refunds to be processed as soon as possible, however, please allow an extra 2-10 days for the refund to appear on your Credit Card or PayPal Account to allow for bank processing.
On rare occasions, we may decline to offer a refund or process an exchange for a replacement item, even if it's within the returns window. It is important that all products must be returned unmarked, without signs of wear and/or tear and in their original, undamaged packaging. If this is not the case, we'll advise you that the refund or exchange has been declined and we'll return the product(s) to you.
Please also note that if the arena tag is removed this will mean that the product is no longer returnable for any reason, so please only remove the tag once you are sure the love is real and everlasting and you want to keep your arena product.
We are unable to refund the following items
- Gift Cards
- Downloadable software products
- Custom Branded Clothing unless Garment is faulty, this doesn’t include if the wrong size was chosen on order.
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card, PayPal account or your bank account, within 2-10 days which allows for bank processing.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@efl.net.nz and send your item to:
R1 Importers Ltd, 23A Dragon Street, Grenada North, Wellington.
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
To return your product, you should mail your product to: R1 Importers Ltd, 23A Dragon Street, Grenada North, Wellington.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If you have any questions or concerns about our Returns Policy, please don't hesitate to contact us on 04 2322665 or email us at sales@efl.net.nz