Our Terms
Welcome to FallenFront!
These Terms & Conditions apply to all users of our website fallenfront.co.nz and to any purchase of products from us. By accessing our site or placing an order, you agree to these Terms.
These Terms are governed by the laws of New Zealand, and we abide by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.
14 Day Returns & Refund Policy
We do not offer refunds for in-store purchases.
Online Store
We aim to make shopping hassle free with our easy returns policy. Please review the conditions below:
1. Full-Price Items
NO RETURNS, REFUNDS or EXCHANGES ON SALE ITEMS or ORDERS THAT USE DISCOUNT CODES.
You may return full-price items if all of the following criteria are met:
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The item was not purchased on sale or at a discounted price. Including sign up discount codes.
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The product is returned within 14 days of the original purchase date.
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The product is in new and unworn condition, 100% sellable, and includes original swing tags and bags.
Additional details for full-price returns:
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Refunds for change of mind or size will be processed minus shipping and handling costs. ONLY FULL PRICE ITEMS ARE ELIGIBLE FOR CHANGE OF MIND REFUND. This will be paid out minus a $12 processing fee and returned to the card used to purchase.
2. Sale Items
Sale or discounted items are strictly non-refundable, non-returnable, and non-exchangeable.
Exceptions: Returns are accepted only if:
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The product is faulty.
- We sent the wrong item.
If a sale item is returned against these guidelines, the customer will be invoiced for a $12 shipping fee to have the item sent back.
3. Exchanges
We are happy to offer exchanges on full-price items that meet our return conditions.
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Customers requesting an exchange will be invoiced a $12 shipping fee to receive their replacement item.
4. In-Store Purchases
Items purchased in store may be exchanged or returned for store credit.
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Refunds are not offered for in-store purchases.
5. Faulty Items
If your purchase is faulty, we will meet our obligations under the Consumer Guarantees Act 1993 (NZ).
Please email us at hello@fallenfront.co.nz for assistance.
6. Non-Eligible Returns
Items that do not meet the above criteria will not be accepted as returns.
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If a non-eligible item is sent back against our terms, the customer will be invoiced a $12 shipping fee to have the same item returned to them.
- We do NOT offer refunds for items purchased by mistake.
How to Return an Item
Download the return form below and follow the instructions listed.
Faulty Items, Defects & Warranty Claims
If you believe an item purchased from FallenFront is faulty or defective, please contact us as soon as possible with your proof of purchase, details & photos of the issue.
In some cases, the item will need to be returned to FallenFront for physical inspection before we can determine the appropriate outcome.
For products covered by a manufacturer or supplier warranty, we may refer the product and/or supporting information to the relevant supplier or manufacturer for assessment. This assessment may be used to help determine whether the issue is the result of a manufacturing fault or defect, or is consistent with normal wear and tear, misuse, accidental damage, improper care or reasonable deterioration through use.
Warranty and fault claims will be assessed taking into consideration the nature of the product, its age, condition, purchase price, expected lifespan and the amount and type of use it has received.
Normal wear and tear, accidental damage, misuse, improper care, damage caused by use contrary to the manufacturer's care or usage instructions, and reasonable deterioration resulting from regular use will not generally be considered manufacturing defects.
Where supplier or manufacturer assessment is required, we may refer the product to the relevant supplier or manufacturer to assist us in determining whether the issue constitutes a product fault or defect. Once the assessment has been completed, FallenFront will advise you of the outcome and, where applicable, the remedy available.
Depending on the circumstances and our obligations under applicable New Zealand consumer law, an accepted claim may result in a repair, replacement, refund or other appropriate remedy.
If a product is assessed and no manufacturing fault or defect is identified, the claim may be declined and the original product will be returned to you.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to consumers under the Consumer Guarantees Act 1993 or any other applicable New Zealand law.
Product Images
Please note that colours on our website will vary slightly depending how your monitor is calibrated. We do our very best to make sure all our images are true to the actual product you are purchasing but we cant guarantee a perfect match every time due to almost limitless variations in home monitor set ups.
Shipping
New Zealand (Express: 1-3 days)
Additional Information:
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All parcels are track and traced, follow your orders progress by clicking the track link in your confirmed shipment email
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We ship to PO Boxes (if the parcel is too big for the box a calling card will be left and your parcel can be collected from the local collection centre)
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Deliveries are Monday to Friday only
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Any rural orders may result in an extra 2 working days transit time
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We use NZ Post & CourierPost for NZ Delivery
All orders will be processed within standard business hours, and will be done as soon as possible. If an order is placed over a weekend or public holiday, the process will begin on the next working day; (please note in some cases this could take up to 48 hours). Delivery times do not include any time for processing your order, once your order has been shipped you will receive an email notification which includes your online tracking number.
Please check if import duties apply to your parcels/country, we are not liable for individual countries tax duties if there is a charge.
Payment
For online payments we accept:
- Credit card payments (Mastercard and Visa) via our secure payment gateway Shopify Payments
- Apple pay
- Google pay
- Afterpay
For in-store payments we accept:
- Credit card payments (Mastercard and Visa)
- Cash
- Paywave available
- Afterpay
Afterpay (In Store & Online)
We accept Afterpay payments both in-store and online.
Online process:
1. At the checkout, simply select Afterpay in the payments section.
2. Returning customers only need to confirm the order to complete the purchase.
3. New customers can sign up at checkout and start using Afterpay today.
4. Your order is processed immediately and your payment schedule is established.
5. Only a fourth of the payment is due on the day of purchase and the rest is split over 3 weekly automatic payments after the day of the original purchase.
In Store process:
To purchase using Afterpay in-store, you need the Afterpay app downloaded on to your phone. Talk to our amazing staff and they will direct you through the process.
See more information on Afterpay here.
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If you have any questions or issues please get in touch with our friendly staff at:
EMAIL: hello@fallenfront.co.nz