STORE POLICIES
REFUNDS
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SBP COLLECTIVE is unable to provide refunds or store credits should you change your mind about an item so please choose carefully.
However, we will comply with obligations under the Consumer Guarantees Act 1993 as necessary.
Please note that our candles are incredibly fragile, so we do not consider a small crack or frosting as a faulty item and therefore ineligible for a refund.
If you would like to return a product, please note that delivery costs are at your own expense.
To be eligible for an exchange, refund or store credit, your item must be unused and in the exact same condition that you received it - unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please take photos of the fault as soon as the item is received.
To start a return, you can contact us at sbpwellbeingcollective.com
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
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Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
SBP COLLECTIVE will only consider a refund for any purchase(s) if the product is faulty or damaged. Please contact us within 48 hours of receiving the order if your item is not up to standard.
We will aim to respond to your query between 3 - 5 working days.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders sample candles or personalised items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
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SHIPPING
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Shipping costs - $7 Standard delivery NZ wide, $8.99 Rural delivery. Unfortunately we cannot ship to Chatham Islands.
All orders are made to order and are dispatched within 5 business days once dispatched these are sent out on an courier service, please allow a extra couple of days if you are rural.
Wholesale orders can take up to 2 weeks for dispatch
Please enter address information carefully as we will not be responsible for missing parcels sent to incorrect addresses.
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