Refund and Returns Policy

Returns Policy

A-Ward Limited trading as Output Envy (“we”, “us”, “our” or similar) offers returns, exchanges and refunds in certain circumstances (“Returns Policy“).

Our Returns Policy is set out below. Please note, this policy does not affect any of the rights or remedies that may be available to “consumers” under the Consumer Guarantees Act 1993.

Returns

Eligibility

To be eligible for a full refund of your item, the following must apply:

  • your item must be unused and in the same condition that you received it (including in its original packaging);
  • you must supply your receipt or other proof of purchase that enables us to verify your purchase from us;
  • your item must be returned within 30 days of the date of purchase to the address details identified below; and
  • your item must not have been purchased on sale or clearance – only regular priced items can be refunded.

Unfortunately, we cannot provide full refunds for used items or items that are not in their original condition.  We are also unable to fully refund any items that are damaged or missing parts.

We cannot generally accept returns of re-useable straws for health and safety purposes.

Process

The process for returns is as follows:

  • Please email us at info@outputenvy.com advising that you would like to return / refund your item.
  • Please send your item to 345 Church Street, Penrose, Auckland 1061 together with evidence of your receipt / proof of purchase. Please do not send your purchase back to the manufacturer.
  • Alternatively, you can make an appointment to drop off your return in person to our premises (which are at the same address) or ask us to arrange a courier for you (courier costs are your responsibility).  
  • Once your return is received, we will send you an email to notify you that we have received your returned item.
  • We will inspect your item within 5 working days.
  • We will notify you of the approval or rejection of your refund via the contact details you have supplied to us within 5 working days of inspection. We will explain why your return is not accepted if we do not accept it.
  • If you are approved, your refund will generally be processed within 10 working days of us notifying you. A credit will automatically be applied to your credit card generally within the same timeframe.

Please note, timeframes may vary in peak time periods.

Late or missing refunds

Our refunds take around 10 working days to process. We encourage you to check with your bank or credit card company prior to reaching out to us with concerns that a refund has not been issued yet.

If your refund has not been received by you, please contact us at info@outputenvy.com.

Exchanges

Eligibility

To be eligible for an exchange, the following must apply:

  • Your item must be defective, damaged or you have changed your mind (provided the product is in its original packing and has not been used).
  • You must supply your receipt or other proof of purchase that enables us to verify your purchase from us.
  • Your item must be returned within 15 days of the date of purchase for change of mind exchanges. The address details are identified below.  We ask that defective or damaged goods be returned within 30 days.
Process

The process for exchanges is as follows:

  • Please email us at info@outputenvy.com advising that you would like to exchange your item.
  • Please send your item to 345 Church Street, Penrose, Auckland 1061 together with evidence of your receipt / proof of purchase. Please do not send your purchase back to the manufacturer. 
  • Alternatively, you can make an appointment to drop off your item in person to our premises (which are at the same address) or ask us to arrange a courier for you (courier costs are your responsibility).
  • Once your return is received, we will send you an email to notify you that we have received your returned item.
  • We will inspect your item within 5 working days.
  • We will notify you of the approval or rejection of your exchange via the contact details you have supplied to us within 5 working days of inspection. We will explain why your exchange is not accepted if we do not accept it.
  • We will send you a replacement item within 10 working days of confirming an exchange is approved.

Please note, timeframes may vary in peak time periods.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return subject to the above requirements. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping costs

You will be responsible for paying for your own shipping costs for returning your item.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at info@outputenvy.com for questions related to refunds and returns.