Refund policy

 

Terms and Conditions:

Customer Service and Dispute Resolution:

  • Buzz Burrows is dedicated to providing exceptional customer service. If you have any concerns regarding our products or services, please contact us via email. We are committed to understanding your concerns and working towards a fair resolution in accordance with New Zealand consumer protection laws and international best practices.

Product Descriptions and Variations:

  • Our products are meticulously handcrafted using a variety of natural and engineered materials. Please note that due to the handmade nature of our products, small variations in size, shape, and appearance may occur compared to the advertised products. Additionally, fluctuations in environmental conditions such as humidity and temperature may lead to minor cracks or shape variations. These variations are normal and are not considered defects. We strive to provide accurate product descriptions and transparency regarding potential variations to manage customer expectations effectively.

Warranty:

  • Our products are covered by a two-year warranty from the date of purchase, in compliance with New Zealand consumer protection laws and international standards. This warranty covers any defects in workmanship or materials resulting from product malfunction, excluding general wear and tear. Buzz Burrows is committed to resolving warranty issues promptly and will repair or exchange the product at no charge. Please refer to the "Specification & Installation" link on our website for specific warranty information related to the product you have purchased.

Returns and Exchanges:

  • In the event of a genuine issue with your product, Buzz Burrows prefers to repair or exchange the product rather than offer refunds. To initiate a return or exchange, please contact us via email and provide relevant pictures illustrating the issue, if applicable. The product must be returned in its original packaging, and proof of purchase is required for all returns. Once the return is received and inspected, we will notify you of the eligibility for repair or exchange.

Cancellations:

  • Customers have a 24-hour window from the time of purchase to cancel or alter their order. After this period, orders cannot be canceled or altered as we will have commenced the manufacturing process. This policy aligns with industry standards and allows us to efficiently manage our production schedule.

Shipping:

  • Customers are responsible for the cost of return shipping for any product exchanges or returns. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items. The return address for all products is Buzz Burrows C/- Motion Pacific Ltd, 36 Crosshill Road, RD2, Wanaka 9382, New Zealand. Please note that shipping costs are non-refundable, and the time for exchanged products to reach you may vary depending on your location.