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0800 11 2384

Returns & Exchanges

 

We aim to make shopping hassle free with our easy returns policy. See which return method you are eligible for below.

Note: If you have found a fault with your purchase please check our Warranty Policy for what to do next.

 

NEW ZEALAND RETURNS 

Returning Non Sale Items - FREE

You are eligible for a refund or exchange on any full price purchase if it is the wrong size, colour, fit or if you simply made the wrong choice. 

Conditions

  • Purchase was within 30 days
  • Item was not on sale or used in conjunction with any promotional or discount codes
  • Must be in an unused, resellable condition with original labels attached 


Submit a return request with your order number by clicking HERE.
Otherwise, call 0800 112 384 or email info@fallenfront.co.nz


Then what happens?

We will provide you with a pre-paid & addressed returns label to print and attach to your return parcel. Drop the parcel at the counter of any NZ Post Shop.

Once we receive the package and have checked the condition of the item, we will then contact you to confirm that the refund or exchange has been approved.

 

Returning Sale or Discounted Items - You pay return postage - Store Credit or Exchange

If you have purchased a sale item, these can only be returned for an exchange or store credit. There are no refunds or free returns on sale purchases. 

Conditions

  • Purchase was within 30 days
  • Must be in an unused, resellable condition with original labels attached 


Submit a return request of a sale item with your order number by clicking HERE.
Otherwise, call 0800 11 2384 or email info@fallenfront.co.nz.


Then what happens? 

Post your return item to:

Fallenfront Returns

53 Okete Road, 3295

Raglan


Once we receive the package and have checked the condition of the item, we will then contact you to confirm that the exchange or store credit has been approved.

 


 

INTERNATIONAL RETURNS

Returning Non Sale Items - You pay for return postage - Refund only

Get a refund only for any purchase if it is the wrong size, colour, fit or if you simply made the wrong choice. Sorry no exchanges.

Conditions

  • Purchase was within 30 days
  • Item was not on sale
  • Must be in an unused, resellable condition with original labels attached 


Submit a return request of a sale item with your order number by clicking HERE.
Otherwise, call +64 (7) 8255792 or email info@fallenfront.co.nz.


Then what happens?

Once we receive the package and have checked the condition of the item, we will then contact you to confirm that the refund has been approved.

 

Sale Items - No returns sorry 

There are no refunds, exchanges or free returns on sale purchases by international customers. 



RETURNS UNDER WARRANTY

Customers of Fallenfront are covered for 12 months after the original purchase date if there is a defect, fault or failure due to the manufacturing process. Unfortunately we cannot cover a fault or damage caused by wear and tear, improper use or accident.

We will adhere to the Consumer Guarantees Act 1993, which states your rights under a set of guarantees that automatically apply between Fallenfront and the customer when a purchase is made.

We will also adhere to the Fair Trading Act 1986,  which protects you from being misled or unfairly treated by traders or shops. The Act is here to prohibit misleading or deceptive conduct, false representations and unfair practices. It also sets out when information about certain products must be disclosed to consumers, and helps ensure products are safe.

 

What will we do? 

If the product is under warranty the following steps will apply. We will also credit you the cost of handling and delivery.

  • If possible the product will be repaired to the standard of the manufacturer free of charge.
  • If we are unable to repair the product we will replace with the same or similar product.
  • If no replacement product is available we will exchange it for a product of your choice to the same value of your original purchase price.
  • A full credit or store refund will be issued if we are unable to repair, replace or exchange the product as stated above.

 If the product is not under warranty it can still be repaired, but at a cost to be charged to the customer.

 

What to do next… 

  • Email info@fallenfront.co.nz or call 0800 112384 stating your order number, name, address, contact details and details of the fault. We will reply with a returns number to included with the return.
  • Use the pre-paid and addressed postage bag provided by us and send item back with the original invoice. Drop your return at any NZ Post Shop.
  • International returns please post using track and trace (please keep this information until the return has been processed), we will refund you the shipping cost

 

International Returns Post to the following address; 

Fallenfront Limited - Returns (insert returns number here)

53 Okete Road

Raglan, 3295

 

Then what happens?

Once we receive the package and assess the fault we will contact you to advise what action has been taken and to refund the cost of freight of the return if applicable.

For any more information please email customer services on info@fallenfront.co.nz or call free on 0800 112384.