Returns and Refunds

1. Order Processing and Shipping
   Orders are processed within 1 to 3 business days. We partner with reputable international couriers, including DHL, FedEx, and UPS, to deliver our products from New Zealand to our European customers. Estimated delivery time is 5 to 10 business days from the date of dispatch.

Customers will receive automated email notifications containing tracking information at key stages: order confirmation, dispatch, transit updates, and local delivery. Should an order exceed the standard delivery timeframe, we shall initiate an investigation with the courier service. Based on the findings of such investigation, we will determine the appropriate resolution, which may include a full refund or a replacement shipment.

2. Right of Withdrawal (European Customers)
   In accordance with the European Consumer Rights Directive, customers located in Europe have the right to withdraw from their purchase within 14 days of receipt of the goods without providing any reason. To exercise this right, the customer must notify us of their decision to withdraw via email at hanging@towelbartidy.com.

If the right of withdrawal is exercised, the customer must return the items to our New Zealand facility at their own cost. Returned goods must be in their original, unused condition. Upon receipt and inspection of the returned items, we will process the refund to the original payment method used for the purchase.

3. Damaged or Defective Items
   Should a product arrive damaged or defective, customers are requested to contact our support team at hanging@towelbartidy.com within a reasonable timeframe after receipt. To facilitate a prompt resolution, please provide photographic evidence of the damage or defect. Once the documentation is reviewed and verified, we will offer a refund or a replacement at no additional cost. There is no requirement to return damaged or defective items.
4. Return Address
   For all authorized returns, please ship the items to the following address:

Address: 7 Harcourt Street, Belleknowes, Dunedin 9011, New Zealand

5. Payment Methods
   We accept secure payments via the following methods: Visa, Mastercard, American Express, Apple Pay, and Google Pay. All transactions are processed in a secure environment to ensure the integrity of your payment data.
6. Contact Information
   If you have any questions regarding your order, our shipping policy, or returns, please reach out to us:

Email: hanging@towelbartidy.com

Phone: +64 273071251

Company: DEAR HEART LIMITED