Introduction
At Ceilinghousesolu, we want you to be completely satisfied with your purchase of our New Zealand seasonal flower products. This Return Policy outlines our procedures for returns, exchanges, and refunds to ensure a smooth and fair process for all our customers.
Return Eligibility
You may return most products purchased from Ceilinghousesolu within 30 days of delivery for a full refund or exchange, provided that:
- The product is in its original condition and packaging
- All accompanying materials and accessories are included
- You have proof of purchase (order confirmation or receipt)
Special Considerations for Plant and Seed Products
Due to the nature of living plant materials and seeds, the following special considerations apply:
- Seeds: We cannot accept returns of opened seed packets for hygiene and quality control reasons. If seed packets arrive damaged or sealed incorrectly, please contact us within 7 days of receipt.
- Live Plants: If a plant arrives damaged or in poor condition, please contact us within 48 hours of receipt with photos of the plant and packaging for a replacement or refund.
- Seasonal Growing Kits: These can be returned unused and unopened within 14 days of receipt.
Non-Returnable Items
The following items cannot be returned or exchanged:
- Opened or used plant care products
- Digital products, including e-books and downloadable guides
- Personalized or custom-made items
- Food products, including honey and tea
- Items marked as "Final Sale" or "Non-Returnable"
- Gift cards
Return Process
To initiate a return:
- Contact Us: Email info@ceilinghousesolu.world or call +64 9 379 4120 to notify us of your intention to return an item. Please include your order number and the reason for the return.
- Confirmation: We will review your request and send you return instructions, including a return authorization number and shipping address.
- Package the Item: Securely package the item in its original packaging if possible.
- Ship the Item: Send the package to the address provided in the return instructions. We recommend using a tracked shipping service.
Return Shipping
Please note the following regarding return shipping:
- The customer is responsible for return shipping costs unless the return is due to our error (such as sending the wrong product or a defective item).
- If a return is due to our error, we will provide a prepaid return shipping label or reimburse reasonable shipping costs.
- Original shipping charges are non-refundable unless the return is due to our error.
Refunds
Once we receive and inspect your return, we will process your refund as follows:
- Refunds will be issued to the original payment method used for the purchase.
- For credit card payments, refunds typically appear on your statement within 5-10 business days after processing.
- For other payment methods, refund processing times may vary.
- The refund amount will include the purchase price of the returned item(s) minus any applicable return shipping fees or restocking fees.
Exchanges
If you prefer to exchange an item rather than receive a refund:
- Indicate your preference for an exchange when initiating your return.
- Specify the replacement item you would like.
- If the replacement item has a different price, we will charge or refund the difference as appropriate.
- Once we receive your return, we will process and ship the exchange item promptly, subject to availability.
Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us within 48 hours of receipt.
- Provide photos of the damaged item and packaging.
- We will arrange for a replacement or refund at our discretion.
- We may request that you return the damaged item using a prepaid shipping label that we will provide.
Workshop and Event Refunds
For registrations to our seasonal flower workshops and events:
- Cancellations made more than 14 days before the event date will receive a full refund.
- Cancellations made 7-14 days before the event date will receive a 50% refund or a full credit toward a future event.
- Cancellations made less than 7 days before the event date are non-refundable but may be transferred to another person.
- If we cancel an event, you will receive a full refund or the option to transfer your registration to a future event.
Contact Us
If you have any questions about our Return Policy, please contact us:
- By email: info@ceilinghousesolu.world
- By phone: +64 9 379 4120
- By mail: 42 Fernlea Road, Grey Lynn, Auckland 1021, New Zealand