Returns & refunds
The Mall is Auckland Airport's online shopping experience. We have partnered with the Airport's most popular retailers who are responsible for their own returns and refunds policies detailed below.
We want you to be 100% satisfied with your purchase and understand that sometimes things might not go according to plan, so if you would like to return or exchange an item from an international or domestic order, our friendly Collection Point and Customer Service team are here to help.
If you have any questions, it’s a good idea to view our FAQs where we provide answers to the most common questions we are asked.
How to return an item
Inspect your items
Sign a Claim Form
Approval by the retailer
Step 1: Inspect your items
When you pick up your international or domestic order, the Collection Point team will ask you to inspect the items to ensure you are happy before signing for them.
Please note: once you have signed for your order, it is deemed that you're happy with your item(s).
Step 2: Review and sign a Claim Form
- If something is not quite right when collecting your order, the Collection Point team will help you complete a Claim Form.
- If you would like to return an item after collection*, please get in touch and we will send you a Claim Form to sign.
We will then notify the retailer on your behalf of the request for a return and refund and we will keep you updated on the progress of your claim.
Returns are subject to our retailer's individual policies which can be viewed in detail below. Proof of purchase must be presented in all cases and items eligible for a return must be in their original condition.
*Please note: if you have placed an order for international travel, due to Customs regulations for duty and tax free goods, a replacement item cannot be sent to your home address. If you have placed an order for domestic travel, this will be reviewed on a case-by-case basis by the relevant retailer.
Step 3: Approval and refund by the retailer
Returns are dealt with on a case-by-case basis by the retailer in order to do what is best for you, our customer.
If your request is approved by the retailer, they will arrange a refund via your original payment method in the currency you purchased in. Please allow up to 10 days for the refund to show on your account.
Please note, our retailer offering differs across the international and domestic experience.
Our Retailer policies
We are happy to refund products that are damaged or faulty or where incorrect products are supplied within a reasonable time. All goods returned whether they are faulty or not must have proof of purchase supplied such as your Online Order Confirmation.
Subject to conditions we will either arrange for a replacement with an identical or comparable product(s),or issue a refund of the purchase price of the faulty/damaged product/s, or repair the product(s).
Returns will not be accepted if the damage to the product has subsequently been caused by an accident, or by neglect or misuse, by either you or a third party.
Returns will not be accepted if you have modified or tampered with the product in any way.
Any faulty or damaged returned product(s) must be complete and include any accessories provided to you with the product.
Any refunds will not be processed until we receive the product(s) in question from you.
If an order is placed where passenger and flight details have been incorrectly inputted through the online ordering system, we will not be held responsible if the order is not available for pick up in which case the order will be refunded in full.
If your order is not at your collection location at the specified time your order will be refunded in full.
Pricing errors do occur from time to time. Where a pricing error occurs we will not be bound by the incorrect pricing stated, and reserve the right to cancel your purchase.
Change of Mind
Please choose carefully as refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere.
NEW ZEALAND CONSUMER GUARANTEES ACT 1993.
If the goods [or services] we supply do not meet the above-mentioned acts, we will meet our obligations under these acts to provide a remedy.
1. What is the return policy at DFS?
At DFS, we offer a 100% quality guarantee on all merchandise we sell and want you to be pleased with your purchase. If for any reason you are not satisfied, you may return or exchange your purchase when it is presented with established proof of purchase in saleable condition. Simply follow the guidelines below:
• You may return merchandise bought at any DFS store for a full refund or exchange within 90 days of purchase with a receipt.
• For all returns, merchandise must be presented in its original packaging, with warranty card, jewelry certificate, tags, not used, worn, consumed or damaged
• Unfortunately, we cannot exchange or refund items purchases on sale, or any merchandise that concerns personal hygiene (e.g. underwear, swimwear, etc.).
• We recognize that returns are important to our customers. To ensure a positive shopping experience for all our customers, if we identify an unreasonable return pattern, we may restrict or refuse future transactions from such customers.
Please visit one of our stores or contact DFS customer service center at DFS.com and we will be happy to assist you.
2. How can I make a return or exchange a purchase?
Simply visit the nearest DFS store regardless of where the original purchase was made. Bring your purchase in its original packaging, along with the original purchase receipt. In some exceptional cases we won’t be able to exchange your purchase and will be happy to offer a full refund, provided your request complies with our returns policy.
Through After Sales Service Center
DFS has a network of After Sales Service Centers located in China, Japan, and South Korea. You may contact us through DFS.com, Contact Us section and we will be happy to assist and provide further details.
Please note, we will only be able to offer a full refund when customers are requesting a return through After Sales Service Center, provided your request complies with our returns policy. No merchandise exchanges are possible.
3. Can I return items I purchased on sale?
No, items purchased on sale, clearance, or other special offers cannot be returned or exchanged.
4. The item I bought is damaged or doesn’t work properly. What shall I do?
At DFS, we offer a 100% quality guarantee on all merchandise we sell and want you to be pleased with your purchase. All merchandise is authentic and is sourced directly from suppliers.
If you believe your purchase has a manufacturing defect or other damage that is not caused by your own actions, you may return or exchange your purchase within 90 days when it is presented with established proof of purchase.
5. Is my purchase covered by warranty?
At DFS, we offer a 100% quality guarantee on all merchandise we sell and want you to be pleased with your purchase. All merchandise is authentic and is sourced directly from suppliers. If for any reason you are not satisfied, you may return or exchange your purchase within 90 days after purchase when it is presented with established proof of purchase in saleable condition.
For repair and maintenance services outside of the 90-day period, please refer to the brand-issued guarantee booklet. Warranty period and inclusions vary by brand and product type. For any warranty claims, the Customer must present the original Warranty Card (physical or digital) along with the merchandise in its original packaging and established proof of purchase. DFS will honor all recognized brand-issued warranties within the period of validity. For merchandise not covered by a brand-issued warranty, DFS will assist with repair and maintenance services at customer’s own cost.
Please visit one of our stores or contact DFS customer service center at DFS.com and we will be happy to assist you.
6. How do I return or exchange a gift?
You can return or exchange merchandise bought within 90 days of purchase with its original receipt. Please contact DFS customer service center at DFS.com or visit one of our stores.
Should there be a concern with any items you have purchased from The Loop on The Mall please contact us at email@example.com so we can assist you.
We are happy to refund any faulty item(s) with proof of purchase.
We accept exchanges and change of mind refunds with proof or purchase on the day of collection only. Once you have signed for and collected your item/s at the Collection Point, please visit the Mountain Jade store in terminal to process the refund or exchange (only on Departures).
We are happy to accept change of mind exchanges or returns on the day of collection only (for departing passengers). Once collected, please visit the Saben store in terminal and present your collection receipt. All refunds will be processed within 3-5 business days.
We accept exchanges only in their original condition with proof of purchase. This policy is not applicable for sale items. Exchanges must be made at the Saben Airport store.
All Saben pieces are covered by a 12-month warranty which includes complimentary repairs for 1 year after the purchase date. Please note: our warranty covers manufacturing faults that may arise within one year, it does not cover general wear and tear.
If you purchased an item from The Mall or in one of our brand owned boutiques that requires repair, please send an email to firstname.lastname@example.org with images of your bag and proof of purchase.
One of our team will be back in touch shortly.
Each piece is made by hand, from time to time faults occur in the manufacturing process. Saben pieces are built for longevity and in an effort to make sustainable fashion – we always prioritise repairing an item.
Our warranty process follows a 3-step procedure:
- If we can repair the fault we reserve the right to first repair the bag.
- If we can’t repair the item and we believe it is fault of manufacture we will replace with the same or similar bag.
- If we can’t replace the item, we will refund or issue store credit.
If your bag is not covered by our warranty, we charge a repair fee based on the type of repair. Most repairs take between 1 - 3 weeks to complete, though some may take longer depending on the issue, and availability of our repair partners. We do our very best to get your bag back to you as quickly as possible.
While Saben stands by the high standard of workmanship of its products, due to the delicate nature of some of the fabrications used, the longevity of the accessory may be compromised if appropriate care is not taken. Overfilling or carrying unusually heavy items are likely to put undue stress on various elements of the product which may result in damage to your accessory. Specific recommendations for the care of your handbag or accessory can be found on the Saben website.
If you purchased a bag via the Mall that needs to be repaired please contact Saben on 09 376 1007 or send an email to our customer care team here.
IMPORTANT: If you require technical support for your product we encourage you to the contact the manufacturer directly in the first instance. In many cases (if you prefer) you can also return faulty products direct back to the manufacturer saving yourself time as well. See our manufacturer warranty contacts for more information.
To return a product to PB Tech directly, please complete our request a return form. Without limiting any rights you have under the Consumer Guarantees Act, all goods to be returned must have a Goods Return Authority issued by us. The issue of a Goods Return Authority does not guarantee that we will accept the return.
Changing your mind / purchasing the wrong product by mistake
If you change your mind after making a purchase, or realised you have purchased the incorrect item, you can enjoy the peace of mind that we offer a 7 day return policy (excludes special order items). You will be fully refunded. To return a product, goods must be sealed / unopened, with packaging in original condition, and we will need to be notified within 7 days of purchase / delivery. Special order items are excluded and cannot be returned if you change your mind/purchase the wrong product by mistake.
Incorrectly supplied products
If you have been accidentally supplied the wrong product, PB Tech will supply the correct product (where it is available) or issue a credit / refund. In these circumstances, if the Consumer Guarantees Act applies to the purchase, we will meet our obligations under that Act. Otherwise, if the Consumer Guarantees Act does not apply:
- to supply the correct product the incorrect product will first need to be returned to us;
- we will need to be notified within 7 days of purchase / delivery;
- the incorrect product supplied must be in resalable / unused condition.
Products damaged in transit
If your product has been damaged during transit to your delivery address we will replace your product (if it is available) or issue a credit / refund. In these circumstances, if the Consumer Guarantees Act applies to the purchase, we will meet our obligations under that Act. Otherwise, if the Consumer Guarantees Act does not apply, unless we agree otherwise, you must notify us within 24 hours of delivery in order to be eligible for a replacement, credit or refund.
Products that are faulty upon arrival / first use or otherwise
If the product you received is faulty upon arrival or where the Consumer Guarantees Act applies, the products do not comply with the guarantees under that Act, we will either repair or replace your product, or issue a credit / refund. Without limiting any rights you have under the Consumer Guarantees Act, in order to repair, replace or issue a credit / refund for your faulty product, it will need to be returned to us so we can test and confirm that it is faulty. If the Consumer Guarantees Act applies, we will meet our obligations under that Act, Otherwise, if the Consumer Guarantees Act does not apply, all returns of this nature must be made within 14 days of purchase / delivery.
Express warranty - Products that are faulty within the warranty period
Without limiting any rights you have under the Consumer Guarantees Act, if your product is faulty or has stopped working as intended and is still within the warranty period specified when you purchased your product, PB Tech will repair or replace your product or issue a credit / refund where a suitable replacement is not available. In order to repair, replace or issue a credit / refund for your faulty product, it will need to be returned to us so we can test and confirm that it is faulty. You may also be able to contact the manufacturer directly to arrange a repair / replacement. Returns of this nature can be made any time within the warranty period and it is your responsibility to cover any costs of returning the product to us (NB there is no specific warranty period under the Consumer Guarantees Act).
Testing fees and return freight: If you return a product to us that is not faulty, you may be liable for a testing fee and freight charges to return the product to you.
Restocking fees: In some special circumstances including when products are sold to wholesale customers, we may agree (at our discretion) to accept a return of a product that is not faulty. In these situations there will be a handling fee equal to at least 20% of the purchased price. Delivery, service and assembly fees are not refunded at all.
Bonus products and gift with purchase
Any bonus or free products offered as part of a promotion (including gifts with purchase) must be returned with the primary product as part of any warranty claim on the primary product that the bonus items were offered with if the claim will result in the primary product being refunded or a credit note offered. In addition, where bonus or free products offered as part of a promotion including gifts with purchase are subject to a warranty claim and cannot be repaired or replaced, the customer must return all bonus products along with the primary product the bonus products were offered with before a refund or credit note of the primary product will be issued. Where the bonus product is a gift card, the unused gift card must be returned with the primary product before a full refund will be offered. Where the gift card has been used, in whole or in part, PB Tech will deduct the amount that has been used from the refund of the purchase price. For the sake of clarity, PB Tech notes that it does not require the return of the gift card for a repair or replacement of the primary product.
Without limiting any rights you have under the Consumer Guarantees Act:
- faulty goods will be subject to the normal return procedures for the specific brand being returned.
- freight charges will not be credited.
If you purchased online, we will arrange for collection of your incorrectly supplied/damaged goods. This will be at our cost where such charges are our responsibility under the Consumer Guarantees Act, Otherwise, you will be liable for all delivery and insurance charges incurred in respect of returned goods.