Our Guarantee - Faults, Defects & Your Rights

Hi, I'm Anna, the owner of Love That Leaf. I stand by what I sell so if anything you buy from Love That Leaf turns out to have a fault or defect, please do let me know right away so I can help put it right. I want to help and will always do the right thing. Keep in mind plants are not covered in the same way as non-perishable products are, but always let me know either way. 


When should I let you know if I think something's wrong?

Right away, or as soon as possible. Leaving it too long to tell me may mean I can't assist. Don't try to fix something yourself first. Trying to open up, repair or fix something yourself may mean I can't assist, and can void the warranty. 

If anything arrives with a fault or defect, please let me know within 2 days (48 hours) of receiving it. If the fault or defect isn't obvious until later, please let me know with 2 days of noticing something might be wrong. 

If there's some reason you couldn't let me know sooner, get in touch anyway. I may still be able to assist. Stop using the product until you hear back from me (normally the same or next working day).

If a return is needed, please make sure to return the product within 7 days so it arrives in the same condition it was when the fault occurred.

Do you provide a warranty?

Yes, buying from Love That Leaf means you're covered by the Consumer Guarantees Act (CGA) for home use. Electronic items also come with a 6 to 12 month warranty depending on the product. We're a registered business in NZ so we follow all applicable NZ legislation. If you're not sure what's covered by the CGA, and what your rights are check your rights first > 


What will you do if something has a fault or defect?

Depending on what's wrong, and what the cause is, we'll usually repair, replace or refund. We always abide by the Consumer Guarantees Act.

We will repair as the first option provided a repair will return the product to safe, normal working order. If a repair is not possible, or not able to be done in a reasonable time, we will replace the require part with new, or the entire product with new, depending on what's wrong. If neither a repair or replacement is possible in a reasonable time, we will provide a credit to the value of the product that you can spend on anything you'd like for your plants. If that's not possible either, we can refund back onto the same method of payment as your order.

For electrical items, the final decision may need to be made by a professional to determine what's safe.


How long does a repair / replacement take?

Allow a reasonable time (at least 7 working days), for the fault or defect to be remedied once the returned item is received. It's normally faster than this but I'll keep in touch if extra time is required. 

Can you tell me in advance what the remedy will be?

Yes, I can give you an idea of what the likely remedy will be, but the final decision on whether to repair, replace or refund cannot be made until the appropriate person has inspected the item. For electrical items that decision will often be made by a service technician or appliance repairer for safety.


I want a refund without returning the item

Refunds or replacements are not available without the item being returned and inspected first. You do need to give me a chance to get the product checked and tested first. Once checked, if a refund is the only reasonable remedy, we'll refund back on to the credit card used for the original order. Normally we repair if it's minor and returns your product to normal working order, or replace with new if it's not minor or repairable.


How soon do you refund?

Refunds are processed the same day at our end. Allow a couple of working days at your end for the refund to show back on your card depending on your bank.


The moral of the story

I always want to do the right thing. I want you to be happy. I'm very familiar with the Consumer Guarantees Act and encourage you to know your rights too. I will look after you. Please do check your rights first if you're unsure - Anna


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