Returns & refunds

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. 

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. 

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.

Warranty

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 info@saben.co.nz 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:

1. If we can repair the fault we reserve the right to first repair the bag.
2. If we can’t repair the item and we believe it is fault of manufacture we will replace with the same or similar bag.
3. 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.

We accept exchanges and change of mind refunds with proof or purchase on the day of collection only. Once collected, please visit the Boh Runga kiosk in terminal and present your collection receipt to process the refund or exchange. Only available in Departures. Refunds will be processed within 3-5 business days. 

Care

All silver jewellery is rhodium plated. This prevents tarnishing, gives the jewellery a high shine finish and makes it more resistant to scratching. Sterling silver is a delicate metal though and it will age and tarnish over time.

Clean your jewellery in warm water with a delicate soap free substance for no longer than 10 minutes using your fingers or a soft toothbrush to clean into grooves. Rinse the piece in water and gently pat dry with a soft cloth. Finish by polishing the jewellery with a clean polishing cloth. Avoid use of silver dips.

To get the most from your gold plated jewellery we suggest wearing it ‘sometimes’ rather than ‘always’, but if your favourite piece requires replating, we can do this for a fee.

Avoid wearing your jewellery in water, in particular swimming pools and spas, and where possible avoid contact with shampoos, perfumes or deodorants. We recommend removing jewellery at night before sleeping and when doing manual work such as gardening or cleaning. Be careful to avoid knocking or dropping your pounamu against a hard surface as this may cause cracking or chipping.

Common habits such as pulling/sliding a pendant along a chain may stretch the chain and weaken it over time.