Returns & Exchange
Thank you for choosing SAKURA for your online purchases. We strive to ensure your satisfaction with every order. Please familiarise yourself with our Return & Exchange Policy applicable to customers in New Zealand.ELIGIBILITY FOR RETURNS
- Products must be purchased directly from the SAKURA website in New Zealand.
- Items eligible for return must be in their original condition, unused, in their original packaging with tags attached and have no issue to be placed back in our inventory.
- If you have a change of mind, you may return the item within 14 days from the date of delivery under the same conditions as above, excluding any non-eligibility products as mentioned in this section.
- For hygiene and safety reasons, certain items are non-returnable. These may include but are not limited to baby and personal care products, intimate apparel, perishable goods, and any cosmetic, make-up, skincare products.
- Clearance Sale items, items marked as "Non-Returnable" on the product page and items which are purchased by a SAKURA voucher are not eligible for return and are non-refundable.
- To be eligible for a return or refund, the customer must provide reasonable proof, such as detailed photos, and retain the receipt for verification.
- Upon receiving the returned item, our team will inspect it to ensure it meets the return eligibility criteria.
- We may not be able to process a refund for any products which, when examined or tested by us or our agent, are found not to be damaged, defective or faulty.
- Customers have 14 days from the date of delivery to initiate a return.
- After 14 days, we may not be able to process the return.
- To initiate a return, please contact our customer service team with your order details and reasons for the return.
- We will provide you with instructions on how to return the item(s) directly at our collection point or by using our contracted courier service. Please note that if you choose an alternative return method, SAKURA will not be responsible for any associated costs.
- It is important to pack the item securely to prevent damage during transit and include all original accessories and documentation.
- Please note we cannot be held responsible for lost or damaged items during transit.
- Refunds for change of mind products will be issued as SAKURA credits. No cash refund will be provided subject to the Consumer Guarantees Act 1993. Credit card fees or any associated costs including but not limited to initial and returning delivery fees will not be credited or refunded including free shipping orders.
- For damaged or incorrect items: once your return is received and inspected, we will process the refund back to the original payment method used for the purchase.
- Customers are responsible for all costs of returning products, unless the return is due to a defective or incorrect item received.
DAMAGED OR INCORRECT ITEMS
- In the case of receiving a damaged, defective or incorrect item, please contact our Customer Support team immediately. We may request photos or additional information to assess the issue.
- We will provide a resolution, which may include a replacement, repair, refund, or store credit, depending on the circumstances.
- We currently do not offer direct exchanges. If you wish to exchange an item, you will need to return the original item following our return process and place a new order for the desired item.
Please note that Return & Exchange Policy applies specifically to purchases made on the SAKURA website in New Zealand. For any discrepancies or further inquiries, our dedicated customer service team is available to assist you.
We appreciate your understanding and cooperation in adhering to our policy. If you have any additional questions or require further assistance, please do not hesitate to reach out to our customer service team.