Customer Service.
Returns Policy
At A&C Homestore we want to ensure that you love your purchase and are happy with the quality and fit. If for any reason you're not satisfied with your purchase, please return it to us within 14 days of receipt of the product/s.
Items purchased in our physical stores can be returned to any store within 14 days. Items purchased online can be returned with the accompanying returns form via courier/post to our head office address: 7 Enterprise Street, Birkenhead, Auckland, or dropped into our Birkenhead store. Returns and Exchanges over use peak periods can take up to 10 working days to process.
Once an order has been placed online, you cannot cancel the order, as goods are often shipped the same day.
Exchanges
For full price items, we will either exchange or provide a store credit, provided that the product/s are in original condition and are accompanied with the original packaging and receipt.
Refunds
For clothing and shoes purchased online only, A&C will refund any full price item, provided the item is returned in original condition, unworn, unwashed and unaltered.
Sale Items
For sale items, we cannot offer exchanges or refunds, unless the product is faulty. All sale purchases are final.
Pre-orders and Custom Orders
Items purchased as a pre-order or custom order cannot be cancelled before delivery. When your order is placed, A&C will provide an approximate delivery date and will make our best efforts to ensure this timeframe is met, however this date is subject to change based on supplier availability and delivery turnaround. Any changes in delivery timeframe do not qualify the item to be refunded.
Shipping Costs
Shipping costs to return an item are at the customers expense, unless the item is faulty. Shipping and handling charges are not refunded unless the original item was incorrect or faulty.
Return Shipping
To return your product by courier, please use our head office address: 7 Enterprise Street, Birkenhead, Auckland 0626. 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.
When we have received your return, your exchange or refund (whichever applies) will be processed in your original form of payment within five working days. You will be notified via email once this has been processed.
If you have any questions about this process, please email webstore@achomestore.co.nz.
Faulty Items
Under the Consumer Guarantees Act 1993, the items you purchase from us are required to be of acceptable quality.
If you consider that an item that you have purchased is faulty, please return the item to us at 7 Enterprise Street, Birkenhead, Auckland for assessment. This can take up to five working days from the date the item is received by our team. If the item is faulty, we will either repair or replace the item, depending on the circumstances; if a repair or replacement is not available, then we will be happy to provide you with a full refund.
We are not responsible for any fault that may have arisen due to your use or care of the item if you have used the item in a way, or to an extent, that a reasonable consumer would not have used the item – this includes a failure to follow care instructions. If we find that the fault has arisen due to your use or care of the item, we are not responsible for your costs of returning the item to us to be assessed, or sending the item back to you.
If the item is faulty and we have failed to repair the fault in a reasonable length of time (after we have assessed the item), then you can either have the item fixed elsewhere (and we will be responsible for the costs) or reject the goods and return them to us for either a replacement item or a refund.
If the fault cannot be repaired or is a breach of substantial character of any of the warranties implied under the Consumer Guarantees Act 1993, then you can reject the item by returning it to us, and receive either a replacement item or a refund. If you want to reject the item, you need to do so within a reasonable time. You cannot reject the item if you have disposed of it, it has been lost or destroyed, the item was damaged after you received it, or you have attached it to or incorporated it into another item (and the item cannot be removed from the other item without being damaged).
The above is not intended to alter any rights or obligations contained in the Consumer Guarantees Act 1993.
Gift Exchanges
If you are purchasing as a gift, we offer a gift exchange service so that the receiver can exchange or return within the guidelines above. We only require the full name of the gift receiver at the time of your transaction to be able to complete this process.