This Website is owned and operated by Etailer Limited, aLimited a registered company of New Zealand trading as Off The Back (“we, us, our”).
Returns / Exchange Policy
Please choose carefully as we are unable to Exchange products and we do not accept Change Of Mind returns.
Unless your return request is covered by the Consumers Guarantees Act or Fair Trading Act.
If you think you have a case for a genuine return request then please contact us first before sending your order back to us as if not it may get declined and returned to you.
To be approved for a return, please make sure that:
- The product is in its original packaging (including shrink wrap and security seals)
- The product isn’t used or damaged (most be unopened, unwashed)
- Any accessories, manuals and gifts included
- You have the receipt or proof of purchase
Products that do not meet these criteria will not be considered for return.
For approved Change of Mind returns; the return shipping cost is to be covered by the customer and is non-refundable.
Exclusions - these products can not be returned:
- Health and beauty products, including cosmetics and fragrances.
- Hosiery, underwear, swimwear and sleepwear.
- Bedding and accessories (e.g. pillows, mattress toppers/protectors etc.)
- Gift cards, vouchers and coupons.
Please contact us before you send a product: [email protected]
OTB’s warranty policy covers our products for 12 months from the purchase date. Warranty claims cover any fault, defect or failure occurring as a result of the manufacturing process. Any damage or faults occurring as a result of misuse, accident, or wear and tear is not covered by our warranty policy.
If you feel that your purchase has a fault that is covered under warranty please contact us, including as much detail as possible (including a photo of the issue wherewere applicable). We reserve the right to provide the best solution based on availability of stock. This could be either a repair, replacement or refund.
Changes to a palced order
Please ensure you check an order is correct before placing, as once submitted and your payment accepted, you're unable to make changes as sales are final - that includes sizes, colours, quantity and address details. Any changes our customer services team tries to make on your behalf are on a best-effort basis.
Products and Services
The only payment methods we accept areis credit and debit cards, your account will be charged in NZD and OFFTHEBACK.CO.NZ will appear on your statement.
a). Purchase of Products and Service
By purchasing a product or service on this website you specifically acknowledge and agree that:-
i). We do not guarantee that this website is free from errors or faults. We will however make our best efforts to ensure that the information available on this website is accurate. We shall be entitled at any time to correct any errors or omissions in any advertising, quotations, invoice or acknowledgement.
ii). We do not and cannot guarantee the availability of products and services advertised on this website and we make no warranty or representation about the fitness or suitability of any product or service advertised on this website. You shall satisfy yourself that any product or service purchased from us is suitable for the purpose for which you require them and we are under no liability if they are not.
b). Delivery of Products
We reserve the right to dispatch your order in one delivery or by instalment. Failure by us to deliver any instalment shall not entitle you to repudiate the contract as to any instalments already delivered.
We shall be entitled to select the method of delivery of products to you and whether or not there shall be a charge to you for such delivery. Where you specifically request an alternative type of delivery, e.g. urgent delivery and we agree in writing then you shall meet the cost of that delivery.
Any estimates we give you as to delivery time are made in good faith but are estimates only and not fixed quotations. We shall not be bound by such estimates but shall use our best endeavours to comply with the same.
i). Pre-sale Products
By default, items purchased with a pre-order product will be shipped together. An estimated dispatch timeframe will be displayed in the product description. We reserve the right to modify, alter or amend the advertised dispatch time frame estimate at any time.
c). Damages or Loss in Transit
We shall ensure products ordered by you and sent to you are adequately packed. Claims by you for damage to products or loss in transit must be made to us within 14 days of purchase.
No claims will be considered by us after 7 days of receipt of the products you purchase from us. While we will not accept any claims for products damaged or lost in transit you must forward to us details of any claim against a carrier which you make.
d). Return of Products
Products which we supply to you in accordance with your purchase order can only be returned to us with our express written approval which we do not have to provide to you. In particular we note;
i). Any requests to return products to us must be submitted to us by you within 7 days from the date we supply the products to you.
ii). Where we accept the return of any products, for credit or refund, at our discretion in all respects, the products must be delivered to us at your expense in original condition.
iii). We reserve the right to charge you, at our sole discretion, a cancellation of order fee for any products which we accept for return
e). Force Majeure
We shall not be liable to you for any loss or damage directly or indirectly arising out of or in connection with any delay in the delivery of products or failure to supply any products or services where such delay or failure is caused directly or indirectly by an act of God, fire, labour dispute, civil commotion, interference of a government, inability to obtain labour or any other cause beyond our control.
Off The Back's physical address is Unit 6, 9 Allens Road, East Tamaki, Auckland 2013, New Zealand. We're not a retail shop, no stock is kept on-site. The best way to contact us is by emailing [email protected]