Return and Refund policy

ChefPro.nz Return, Exchange, and Store Credit Policy

At ChefPro.nz, we strive to ensure customer satisfaction with our high-quality products. This policy outlines our procedures for returns, exchanges, and store credits, in compliance with the New Zealand Consumer Guarantees Act (CGA).

1. Faulty or Defective Products

Under the Consumer Guarantees Act, all products sold by ChefPro.nz are guaranteed to be of acceptable quality, fit for purpose, and as described.

• Minor Faults: For minor faults, we will, at our discretion, repair, replace, or refund the item.

• Major Faults: For major faults, you have the right to choose between a replacement or a full refund.

Please contact us immediately or within 7 days of discovering the fault at chefpronz@gmail.com if you receive a faulty or defective product.

2. Change of Mind or Incorrectly Purchased Items

We do not offer refunds for change of mind* or incorrectly purchased items**. However, we do offer:

• Store Credit: A store credit may be issued at our discretion if the following conditions are met:

• The item is returned within 30 days of purchase.

• The product is in its original, unopened, and unused condition, with all original packaging and tags intact.

• Proof of purchase is provided.

3. Exchanges

We offer exchanges for items purchased within 30 days of initiating the return, subject to the following terms:

• Eligibility: The product must be returned in its original, unopened, and unused condition, with all original packaging and tags intact.

• Shipping Costs:

• Customers are responsible for the shipping costs to return the item for exchange.

• Customers are also responsible for the shipping costs associated with sending the newly exchanged item.

To initiate an exchange, please contact us at chefpronz@gmail.com

4. Return Process

To return an item (for fault, exchange, or store credit):

1. Contact Us: Reach out to our customer service team to discuss your return or exchange via live chat or email

2. Prepare the Item: Ensure the product is securely packaged in its original packaging to prevent damage during transit.

3. Shipping: Send the item to the return address provided below

• For non-faulty items (e.g., exchanges or change of mind), shipping costs are the customer’s responsibility.

5. Processing Time

Once we receive your returned item, we will inspect it to ensure it meets the conditions outlined above.

• Faulty or Defective Products: If eligible, we will issue a refund, replacement, or repair.

• Store Credit: For change of mind or incorrectly purchased items, a store credit may be issued at our discretion

• Exchanges: For eligible exchanges, we will send out the new item after confirming the return of the original item and receiving payment for shipping costs (if applicable).

We aim to process all returns and refunds within 5 business days of receipt.

6. Exceptions

Certain items are excluded from our return policy, including:

• Gift Cards
• Perishable Goods: Items that are perishable or have an expiry date.
• Personalized or Custom Orders: Products customized to your specifications.
• Health and Safety Items: For hygiene reasons, certain items may not be eligible for return if opened or used.

7. Your Rights Under the Consumer Guarantees Act

Our return, exchange, and store credit policy is in addition to your rights under the Consumer Guarantees Act. Nothing in this policy is intended to limit or exclude your rights under the CGA.

For more information on your rights under the Consumer Guarantees Act, please refer to Consumer Protection New Zealand (consumer.org.nz).

8. Contact Us

If you have any questions or need further assistance, please contact our customer service team at:

• Email: chefpronz@gmail.com

• Address: 803/1 Hobson Street, Auckland Central, 1010, Auckland

We appreciate your business and are committed to ensuring you have a positive experience with ChefPro

* A "Change of Mind" occurs when a customer decides they no longer want the product after purchase for personal reasons, unrelated to product quality, functionality, or seller error.
Examples include:

• No longer wanting the item
• Found a better price elsewhere
• Ordered the wrong size or color (unless misleading information was provided)

** An "Incorrectly Purchased Item" refers to a product that was ordered by mistake due to customer error, not due to any inaccuracy in the product listing or shipment.

Examples include:

• Accidentally added the wrong item to the cart
• Chose the wrong model or version
• Ordered multiple units unintentionally