Refund policy

REFUND AND RETURNS POLICY

SALT-SHARK LIMITED (Company No. 8498848)
Website: www.salt-shark.com
Location: Auckland, New Zealand
Email: sales@salt-shark.com
Phone: +64 22 173 2988


1. OVERVIEW

This Refund and Returns Policy applies to all purchases made through the Salt-Shark Ltd website. It is governed by the laws of New Zealand, including the Consumer Guarantees Act 1993, and also considers international trading laws and consumer protections relevant to buyers located outside of New Zealand.

By purchasing from our store, you agree to the terms outlined below.


2. RETURN WINDOW

You have 30 days from the date of receiving your item to request a return. To be eligible, the item must be:

  • In its original condition (unworn, unused, unwashed)

  • In original packaging with tags attached

  • Accompanied by proof of purchase (e.g. receipt, order confirmation)


3. HOW TO INITIATE A RETURN

To start a return, please email sales@salt-shark.com with the following details:

  • Your name

  • Order number

  • Reason for return

Do not send your item back without receiving written authorisation and return instructions from our team. Items returned without authorisation will not be processed.

Once your return is approved, we will:

  • Provide you with a return shipping label (where applicable)

  • Supply packaging and address details for return shipment

You will be responsible for return shipping costs unless the return is due to a defective or incorrect item.


4. DAMAGES, DEFECTS, AND INCORRECT ITEMS

If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of receiving your order with photo evidence. We will assess the issue and provide a replacement, refund, or credit as appropriate.


5. NON-RETURNABLE ITEMS

The following items are non-returnable and excluded from this policy:

  • Perishable goods (e.g. food, plants, flowers)

  • Personal care items (e.g. beauty or hygiene products)

  • Customised or personalised products

  • Hazardous materials (e.g. flammable liquids or gases)

  • Gift cards

  • Sale items or clearance stock (unless faulty under NZ consumer law)

Please contact us if you're unsure whether your item qualifies.


6. EXCHANGES

We unfortunately do not accept exchanges.


7. REFUNDS

Once we receive and inspect your returned item, we will notify you of approval or rejection of the refund. If approved:

  • A refund will be processed to your original payment method within 10 business days

  • Timeframes may vary depending on your bank or credit card provider

If more than 15 business days have passed since your refund was approved and you haven’t received funds, please contact us at sales@salt-shark.com.


8. INTERNATIONAL CUSTOMERS

For customers outside of New Zealand:

  • Return shipping is at your expense unless your product is faulty

  • You are responsible for understanding and complying with your country’s return/import rules

  • Refunds are issued in NZD; currency fluctuations and international transaction fees may apply


Last Updated: April 2025