Refund policy
We want you to be happy with what you buy from Seacliff Organics. This policy explains how returns, refunds and exchanges work. Nothing in it limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
Your rights under the Consumer Guarantees Act
If you buy from us as a consumer, our products come with guarantees that cannot be excluded: they must be of acceptable quality, fit for their purpose and match their description, and our services (consulting and soil prescriptions) must be carried out with reasonable care and skill. If a product or service does not meet a guarantee:
- Where the problem can be fixed, we will repair it, replace it or refund you within a reasonable time.
- Where the problem cannot be fixed or is substantial, you can reject the product and choose either a full refund or a replacement, or keep it and claim compensation for the drop in value.
- We pay the cost of returning a faulty or incorrect product, or we collect it, and we refund to your original payment method rather than store credit.
- These rights are not limited to a number of days. They apply for as long as it is reasonable to expect the product to last. Please tell us as soon as you notice a problem so we can sort it quickly.
Faulty, damaged or wrong items
Email store@seaclifforganics.nz with your order number, what is wrong and a photo. Transit damage is easiest to claim with the courier if you tell us within 7 days of delivery, but telling us later does not affect your rights. Do not post anything back until we confirm how to proceed, as we often do not need the item returned. We will replace the item, send the missing item or refund you in full, including the shipping you paid.
Change of mind returns
On top of your legal rights, you can return most products within 30 days of delivery for a refund or exchange, provided the product is unopened, unused and in its original packaging with the seals intact.
Living products (microbial inoculants, BEAM extract, worm castings), bulk bags, cubic metre and tonne orders, soil testing services, consulting and custom blends cannot be returned for change of mind. This exclusion does not apply if the product or service is faulty.
Return shipping for change of mind returns is at your cost, and the original shipping charge is not refunded. We need proof of purchase, which can be your order number, order email or bank record.
How to start a return
Email store@seaclifforganics.nz with your order number, the product and the reason for the return. We reply within 2 business days with approval and the return address. For change of mind returns, pack the product securely and send it with a tracked service and keep the tracking number, as we cannot refund a change of mind return that does not reach us.
Refunds
Once we receive and check a return, we process the refund within 5 business days to your original payment method. Your bank or card provider may take a further 3 to 10 business days to show it. If a refund has not appeared after that, contact us and we will chase it with the payment provider.
Exchanges
If you want a different product or size, the quickest way is to return the original for a refund and place a new order. For faulty or damaged items we send a replacement straight away.
Cancellations
You can cancel an order for a full refund at any time before it is dispatched. Once an order has shipped, the change of mind terms above apply. If a bulk freight order has already been booked with the carrier, the carrier's actual cancellation cost may be deducted.
Business customers
If you buy from us for the purposes of a business, including stockists and commercial growers buying in trade, you agree that the guarantees in the Consumer Guarantees Act 1993 do not apply to that supply, as section 43 of the Act allows and to the extent that is fair and reasonable. The change of mind policy above still applies to you.
Questions
Email store@seaclifforganics.nz or call 03 244 8210.