Return & Refund Policy
At Shoof, we aim for your complete satisfaction with our products. If you need to return an item, please follow the steps outlined below:
Initiating a Return
To initiate a return, please contact Shoof Customer Service within 21 days of receiving your goods. You can reach us at 0800 800 801 or by emailing sales@shoof.co.nz. Please provide the invoice number associated with the purchase of the goods you are returning. Shoof reserves the right to reject requests for returns or credits.
Conditions for Return
You may request a return for goods that were:
- Incorrectly ordered by you,
- Incorrectly supplied by Shoof,
- Damaged or lost during shipping,
- Received faulty or damaged.
Returns Process
Upon your request, we will provide a returns number to help track your return. Receiving this number does not imply that we will grant a credit; it is for tracking purposes only. We may require further information or inspection of the goods to assess the return for credit. Shoof Customer Service will provide you with a return number for you to include with the goods you are returning. Any returns sent without a return number are at the customer’s risk.
Costs and Responsibilities
Returns must be sent to Shoof at the customer's cost unless the goods were supplied incorrectly by us. No credit will be issued for goods returned that have not been received by Shoof.
Credits
Goods approved for credit will be credited at the original invoice value. We do not credit additional delivery or administrative charges, except in cases where items were incorrectly supplied, damaged or lost by the carrier, or faulty. Goods that have been discontinued or were ordered specifically for a customer will not be accepted for return, except in cases where they are faulty or fail after reasonable use.
Packaging and Repackaging Fees
For any goods returned for credit, except for those that are faulty, received in an unsaleable state, not in original packaging, or where packaging is not in a resaleable condition, Shoof reserves the right to charge a repackaging fee. This fee will be $10 or 10% of the invoiced value of the goods, whichever is greater. If goods cannot be returned to a resaleable condition, a credit will not be issued.
Please contact us if you have any questions about our return and refund policy. We’re here to help ensure that your experience with Shoof is as smooth as possible.
Returns Address
Shoof International Ltd
224 Laurent Road
Cambridge 3493
New Zealand