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Terms and Conditions & Other Useful Information

ORDER AND AVAILABILITY INFORMATION

How to Order and Pay

  • Purchase online using our secure online payment site
  • Phone us on 027 4794094 (within New Zealand) with your order
  • Fax your order to +64 06 8742465
  • Email order to enquiry@bagem.co.nz

There are four easy ways to pay:

  • By Credit Card. Visa and Mastercard are accepted
  • By internet banking
  • PayPal
  • By cheque made out to Bagem when ordering by catalogue or phone

Freight Options

Please ensure that you have selected the correct freight terms where applicable. Incorrect freight options may incur additional freight charges. Additional Rural delivery and to areas outside normal freight regions, may require additional freight. Please enquire if you are unsure of the selected option.

Overseas product sales are accepted and freight will be charged accordingly. Please enquire for further information on this option.

Gifts

If you want a parcel sent to someone at a different address, we are happy to do so but we do require advanced payment including any freight charges.

Customer Service

Any queries about products or your order please call us on 027 4794094

RETURNS

We do our best to help you to make an informed purchase:

If you have any questions about a product please contact us before purchasing. We would be happy to answer any questions you may have about the specifications or capabilities of the product.

14 Day Refund Period

We offer a 14 day refund period provided that the following conditions are met:

  • The item must be returned to us within 14 days from the date of purchase
  • Proof of purchase is required
  • The item can be exchanged for a different colour or size only where applicable
  • The item must be in new unused condition
  • The item is returned with a completed Return Form- provided by email
  • The item has been adequately and appropriately packaged for its safe return
  • All additional freight is to be paid by the purchaser
  • Unfortunately we are unable to issue a refund if the item has been damaged in anyway on route back to us

Unfortunately we are unable to refund items that:

  • Have been used
  • Were specially ordered for you
  • Were specially assembled and manufactured for you

Shipping of Returns

Please note that:

  • You are responsible for the cost of return shipping
  • The return shipping method must be appropriate for the item
  • The item must be packaged adequately and appropriately to prevent damage
  • Unfortunately, we are unable to refund the original shipping fee

Payment of Refunds

Please note that:

  • Credit card purchases will be refunded back to the credit card that was used to purchase the item
  • PayPal Account purchases will be refunded back to the PayPal Account that was used to purchase the item
  • If the returned item was purchased using cash or bank deposit, you will need to supply a bank account number into which the refund can be paid.

Returns: Incorrect Items

If we have sent you the wrong item, we apologise!

  • Please email us with the details and we will organise return of the item at our cost. In most cases we will need you to drop the item off at a NZ Post depot.
  • As soon as we receive the returned item we will process it as quickly as possible. We can usually have the correct product dispatched the same or next business day.

Returns: Defective Items

If we have sent you a defective item, we apologise!

  • Please keep the product, plus any packaging
  • Please email us with the details, photos and we will organise return of the item at our cost. In most cases we will need you to drop the item off at a NZ Post depot.
  • As soon as we receive the returned item we will process it as quickly as possible. We can usually have the correct product dispatched the same or next business day.
  • All defects maybe repaired (where possible) or replaced

Damage in Transit

If your order is received damaged you must contact us within 48 hours so that we can initiate a claim with the freight company. Unfortunately we cannot accept claims for damage outside of this time period.

Please follow these steps on receiving your order:

  • Inspect the package for damage before signing for it.
  • Point out any damage to the delivery person and write a basic description of the damage on the delivery docket (or electronic pad) before signing it.
  • Inspecting the package is your responsibility. Unfortunately it is very difficult to prove that the damage was caused in transit if you do not inspect the package before accepting or opening it.
  • Take photos of the damage before opening it as well as of any damage to the enclosed items.
  • Contact us within 48 hours.

Non arrival of goods

If your order has not been received then we ask that you contact us within one week of purchase so that we can track where applicable or initiate a claim with the freight company. Unfortunately we cannot accept claims for non-delivery of goods outside of a fourteen day period.

Other Terms

Although all information provided on this site is believed to be correct we accept no responsibility for any mistakes, omissions or contrary interpretations and reserve the right to update, change or remove any material, at any time, without notice.
Special made to order products are made once payment has been received in advance.

Warranty

We offer warranties on all of our products. This is limited to faulty workmanship or faults in the materials used.
This warranty is only for a 12 month period from date of purchase

All warranties exclude:

  • Freight
  • User caused faults
  • Misuse
  • Damage from using the goods for a purpose or in a manner for which they were not designed

Warranty Claims

Please follow this process if you have a problem with product that is still under warranty:

  • Contact us with the product you have and a description of the problem. A photo would also be required
  • You will need to package the product up and have it sent to us. Please email us with the details and we will organise return of the item at our cost. In most cases we will need you to drop the item off at a NZ Post depot­­­
  • As soon as we receive the returned item we will process it as quickly as possible. We can usually have the correct product dispatched the same or next business day
  • Please note that safe transit of the product is your responsibility and any damage caused by inadequate packaging will not be covered under the Warranty
  • Once we receive your returned product we will inspect it and depending on the fault will either repair or replace it, and will return it to you at our cost
  • If the fault has been caused by user error, misuse, or by using the product for a purpose or in a manner for which it was not designed, then unfortunately it is not covered under the Warranty. In this case we reserve the right to charge you for the cost of the repairs. If the fault is minor and will take little time to remedy we will often do the work for free. If we decide that we will need to charge you for the repairs we will first inform you of what we have found and will provide a quote for the repairs. You are under no obligation to go ahead with the repairs. The cost of repair and return shipping must be paid in full before the work is carried out.

Although we do our best to provide you with a quality product, like all handmade products there will occasionally be a few that sneak through the quality control. We will of course remedy these as quickly as possible; however these problems are few and far between.

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