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客户服务 Return Policy

Return Policy

This policy outlines your rights, and the circumstances in which, you may return products you have purchased from us.  Nothing in this policy excludes, restricts or modifies the application of any consumer guarantee rights or the imposition of any liability under the Consumer Guarantees Act 1993.

Discretionary Change of Mind Returns

The Loop Duty Free has a discretionary change of minds returns policy. This means that, where we agree, you may be able to return a product if you have changed your mind about your purchase. You accept that we may reject change of mind returns without reason and that change of minds returns are determined by us, at our sole discretion.

We will only consider change of mind returns if the following conditions are met:

  • You are able to provide The Loop Duty Free with your original The Loop Duty Free register receipt for the product(s) you wish to return at the time of return.
  • The product you wish to return is in a resalable condition and must:
    • be in its original packaging, and include all instruction manuals and accessories;
    • be unworn, unopened, unused and in its original condition; and:
    • not be a product category for which a change of mind return is not available (i.e. Cosmetics and Skincare, Mobile Phones, Headphones/Earphones, Confectionary or Consumables (perishable products)).

If you would like to return any product under our change of minds return policy, please contact us on customerservice@theloopdutyfree.co.nz or on 09 9732670 (or +64 9 9732670 from outside of New Zealand).

Where we accept your change of mind return we will provide you with a full refund. Where you seek a refund for any product that was purchased as part of a 'deal', The Loop Duty Free may refund the price in accordance with the deal and the price you paid for the relevant product. No refund will be given on free products and any refund amount may be recalculated if your change in mind return results in a deal eligibility no longer being met.

Where we accept your change of mind return, we will endeavour to reimburse you within 14 days of receiving your returned product(s).

Returns of faulty or defective products

Where your product does not meet any of the consumer guarantees provided for by the Consumer Guarantees Act 1993 (for example if the product is faulty, not fit for purpose or does not match The Loop Duty Free’s sample or description of the product), you may return your product to The Loop Duty Free who will provide you with a remedy consistent with the Consumer Guarantees Act 1993 (which may include a replacement, refund or repair).

All returns are subject to you providing The Loop Duty Free with your The Loop Duty Free register receipt or other adequate proof of purchase for the product you wish to return at the time of return.

If you believe you are entitled to return your product under the Consumer Guarantees Act 1993, please contact us on customerservice@theloopdutyfree.co.nz or on 09 9732670 (or +64 9 9732670 from outside of New Zealand).

The Loop Duty Free Reserves the right to assess the condition and age of any products you wish to return prior to providing a remedy to you. This may result in a remedy being refused.

Electronics:

Please note that where you wish to return any electrical and electronic products, The Loop Duty Free may elect to return the product to the manufacturer or the manufacturer's repair agent to determine the nature of the problem. Where it is determined that the product does not meet any consumer guarantees provided for by the Consumer Guarantees Act 1993, The Loop Duty Free will provide you with a remedy consistent with the Consumer Guarantees Act 1993.

If you experience any issues in relation to any electrical and electronic products, you may also contact the manufacturer's customer support. The Loop Duty Free is able to provide you with the relevant manufacturer’s contact details (and the manufacturer's customer hotline number should also be included with the information supplied with your product).

Operating Difficulties:

If you are experiencing operating difficulties with electrical, electronic or other similar products, we recommend you first contact the manufacturer's customer support before returning the product. Many operating difficulties can be quickly resolved with the right advice. The Loop Duty Free is able to provide you with the relevant manufacturer’s contact details (and the manufacturer's customer hotline number should also be included with the information supplied with your product).