Thank you for choosing R.L. Button & Co. Limited (T/A RLB Packaging) (referred to in this policy as “us”, “we” or “RLB Packaging”) for your packaging needs. We pride ourselves in providing the highest quality products. We understand that sometimes you may need to return a product you have purchased from us. To assist you, this Returns and Refund Policy outlines the terms and conditions governing returns and refunds for purchases. Please read this policy carefully before making a purchase. By placing an order, you agree to abide by the terms and conditions stated herein together with our terms and conditions of sale.

Returns

1.1. Defective or Damaged Products:

If you receive a defective or damaged product, please contact our customer support team within 14 days of receiving the order. We will investigate the issue and, if the defect or damage is confirmed, we will provide a replacement or issue a refund, as per your preference in accordance with the Consumer Guarantees Act 1993. Please note that photographic evidence or return of the damaged product may be required for verification purposes.

1.2. Order Errors:

In the event that we ship an incorrect product or quantity different from what you ordered, please notify us within 14 days of receiving the order. We will rectify the error by sending the correct item(s) or arranging a return and refund, depending on the situation.

1.3. Change of Mind:

We understand that preferences may change. If you wish to return a product due to a change of mind, please contact our customer support team within 100 days of receiving the order. In such cases, the following conditions apply:

1. The product must be in its original, unused, undamaged, and resalable condition, with all packaging and tags intact.
2. A processing fee applies to all returned products, unless otherwise negotiated.

• 1. $15 for total credit $400 and less
  2. $30 for total credit more than $400

      c. Return shipping costs will be the responsibility of the customer, unless otherwise agreed upon with RLB Packaging.

      d. Once we receive the returned item and verify its condition, we will issue a refund for the product cost, excluding any original shipping charges, within 14 days.

Refunds

2.1. Approved Refunds:

Upon approval of a refund request, we will process the refund using the same payment method used for the original purchase. The refund will be issued for the product cost and any applicable taxes, minus any shipping charges, if applicable.

2.2. Timeframe for Refunds:

Refunds will be processed within 14 days of approving the refund request. Please note that the time taken for the refund to reflect in your account may vary depending on your payment provider.

Exclusions

3.1. Custom Orders:

Custom-made products are exempt from returns or refunds unless they are defective or damaged upon receipt.

3.2 Non-Stocked Items:

Non-stocked products are exempt from returns or refunds unless RLB Packaging has received confirmation from the supplier that they can be returned.

For non-stock products, in addition to the relevant processing fee, the customer is liable for any costs incurred from returning the products to our supplier.

3.3. Sale or Clearance Items:

Items purchased on sale or clearance are considered final sale and are not eligible for returns or refunds unless they are defective or damaged.

Contact Information

If you have any questions or need assistance regarding returns or refunds, please contact our customer support team at:

Email: support@rlbpackaging.co.nz

Phone: 0800 850 060

We value your satisfaction and will work diligently to resolve any issues you may encounter with our products. This Returns and Refund Policy is subject to change without prior notice, and any updates will be posted on our website.

Thank you for choosing RLB Packaging!