Our Guarantee - Faults, Defects & Your Rights
If anything you buy from Love That Leaf turns out to have a fault or defect, please let us know right away so we can put it right. We 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 us know if you're worried about plants you've bought from us.
When should I let you know if something's wrong?
Right away, or as soon as possible. Leaving it too long to tell us may mean we can't assist. Don't try to fix something yourself first. Trying to open up, repair or fix something yourself may mean we can't assist, and can void the warranty.
If anything arrives with a fault or defect, please let us know within 2 days (48 hours) of receiving it. If the fault or defect isn't obvious until later, please let us know with 7 days of discovering it. If there's some reason you couldn't let us know sooner, get in touch anyway. We may still be able to assist.
Do you provide a warranty?
Yes, buying from us means you're covered by the Consumer Guarantees Act (CGA) for home use. 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 if 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. If neither a repair or replacement is possible in a reasonable time, we will refund.
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. We're normally faster than this but we'll keep in touch if extra time is required.
Can you tell me in advance what the remedy will be?
Yes, we 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 for safety.
I want a refund without returning the item
We won't refund without the item being returned and inspected first. Once checked, if a refund is the appropriate and reasonable remedy, we'll refund back on to the credit card used for the original order.
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
We're good people. We'll always do the right thing. We want you to be happy, but please also be kind. Being mean is not necessary, or nice, and doesn't make us any more likely to do the right thing. We're going to do the right thing anyway. We're very familiar with the Consumer Guarantees Act. Please do check your rights first before getting carried away: Know your rights >