Terms and Conditions of Purchase

In accordance with the Consumer Guarantees Act 1983, we provide the following guarantees:

1. Guarantee as to delivery

There is a guarantee that the goods will be received by you

  • within a period agreed between you and Spring Sheep Milk Co.; or
  • within a reasonable time if no time or period has been agreed

 2. Guarantee as to acceptable quality

Meaning of acceptable quality:

  • fit for all the purposes for which goods of the type in question are commonly supplied; and
  • acceptable in appearance and finish; and
  • free from minor defects; and
  • safe; and
  • durable

Exceptions:

  • The goods have been used in a manner, or to an extend which is inconsistent with the manner or extend of use that a reasonable consumer would expect to obtain from the goods. The goods would have complied with the guarantee of acceptable quality if they had not been used in that manner or to that extent.
  • The goods were damaged after delivery to you for reasons not related to their state or condition at the time of supply.
  • The goods have been stored pass the shelf life by you.

 3. Guarantee as to fitness for particular purpose

There is a guarantee that the goods are reasonably fit for any particular purpose

  • that you make known, expressly or by implication, to us as the purpose for which the goods are being acquired; and
  • for which we represent that they are or will be fit.

 

4. Guarantee that goods comply with description

There is a guarantee that the goods correspond with the description.

 

5. Guarantee that goods comply with sample

There is a guarantee that the goods comply with the sample if the goods are supplied by reference to a sample.

 

Cancellation and Refund Policy

We will accept a return only if the goods fail to comply with the above guarantees. You can return the goods for a refund to the original payment method or a replacement.

  

Cancellation of an order

We're pretty quick at packing your order, which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method. Purchases are considered final. However, contact us at customercare@springsheep.co.nz straight away and we will see what we can do.

 

If you have received damaged goods

We will replace your order with undamaged stock once we have received the original item back. We will not be able to do this if the damage has been caused by you.

Please ensure we receive the returned items within 15 business days of providing you your Return Ticket.

 

If you have received an incorrect item

We will exchange it for the correct item. Please ensure we receive the returned items within 15 business days of providing you your Return Ticket. Note the returned items must also:

  • be returned in original packaging
  • have no visible signs of wear or use (e.g. tamper evident seal unopened).

 

If you have received an incorrect quantity

We will correct the order quantity. You will not be charged courier fees when we send the correct quantity to you. Please contact us at customercare@springsheep.co.nz with the following information:

  • Order number
  • Order date
  • Product name and description
  • Quantity ordered
  • Quantity received

 

How to return your good

To return or exchange items, please do the following:

For small returns (≤20kg):

  1. Contact us at customercare@springsheep.co.nz.
  2. Wait to receive an SSMC email with your Goods Return Request Form attached.
  3. Complete the form and email it to customercare@springsheep.co.nz.
  4. Wait to receive an SSMC email with your Return Ticket attached.
  5. Download and print your Goods Return Request Form and Return Ticket.
  6. Prepare your parcel and pop your printed Goods Return Request Form inside.
  7. Attach your Return Ticket to the outside of your parcel.
  8. Drop your parcel off at your preferred drop-off point / await your courier collection.

For big returns (>20kg):

  1. Contact us at customercare@springsheep.co.nz.
  2. Wait to receive an SSMC email with your Goods Return Request Form attached.
  3. Complete the form and email it to customercare@springsheep.co.nz.
  4. Prepare your parcel and pop your printed Goods Return Request Form inside.
  5. Wait for your collection from SSMC.

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If the refund is approved, then your refund will be processed, and a credit will automatically be applied to your payment method within 15 business days. Refunds will be credited to the account used to purchase the item(s).

If you haven’t received a refund yet, please check with your bank account and credit card company first, as it may take some time before your refund is posted to your account.

If you have checked with your bank and credit card company but you still have not received your refund, please contact us at customercare@springsheep.co.nz.

 

Exchanges (if applicable)

Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange.

If the exchange is approved, the new item(s) will be delivered to you within 10 business days of our sending you confirmation of the exchange.