T-Galleria by DFS

Refund and exchange policy

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?

In-store

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.

 

Contact Us

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 help@themall.co.nz so we can assist you.

Part A - General articles

These Terms and Conditions (hereinafter the “Conditions”) govern the use of, registration to and online services proposed by DFS .

The purpose of these Conditions is to define the rights and obligations between DFS and any non-commercial natural person aged at least 18, acting for their personal needs, who wishes to use the Site (the “User”) or make a purchase on the Site (the “Customer”). They specify, in particular, the conditions for ordering, payment and management of any returns of Products (as defined below) ordered by Customers.

These Conditions comprise this Preamble, the General Articles in Part A and the Articles in any subsequent Part which are expressed to apply to a particular country (a “Country Specific Part”). As such the supply and purchase of Products and the provision of services by DFS to Customers will be subject to this Preamble, Part A and the particular Country Specific Part in which those Products and services are supplied. Further and unless otherwise indicated, a reference to DFS in these Conditions is to be taken as a reference to DFS as defined in a Country Specific Part and a reference to the Site includes only that part of the Site which applies to the country in which those Products and services are supplied. If there is any conflict between any of the provisions in Part A and any of the provisions in a Country Specific Part the latter will prevail.

DFS may update or revise these Conditions from time to time and such updating and/or revisions will be effective immediately upon publication of the amended version (“New Terms”) on the Site.

Any order of Products made through the Site implies unreserved acceptance of these Conditions.

These Conditions may be supplemented by special conditions set out on the Site, in particular in the event of promotional operations, prior to any transaction with the Customer.

Products

DFS agrees to sell products including household, fashion and accessory items (the “Products”) through the Site on the basis that any such sale and transfer of title will only occur when the Products are collected by the Customer instore.

The Products presented on the Site comply with legislation in force and standards applicable in the relevant jurisdiction. In the event that Products are withdrawn from the market for non-compliance, they will be withdrawn from the Site as soon as possible. Orders in progress will be automatically cancelled, with the Customer having no recourse for complaint regarding the cancellation.

In the usual course, the Customer may see the essential characteristics of the Products on the Site prior to placing their order. The main characteristics of the Products are presented on the Site, and in particular the specifications, illustrations and indications of the dimensions or capacity of the Products.

The photographs and graphics presented on the Site have no contractual force or effect and DFS cannot be held responsible for them.

The choice and purchase of Products is the sole responsibility of the Customer. The Customer is required to refer to the description of each Product in order to understand its properties and essential characteristics.

The contractual information set out in these Conditions is subject to validation by the Customer at the time they confirm the order at the latest.

Price

 

Subject to any specific provision in a Country Specific Part, the Products are supplied at the Prices in force and are those which appear on the Site.

The Prices take into account any discounts that may be granted by DFS on the Site. Prices shown in the currency converter section are for reference only.

These Prices are firm and non-revisable as indicated on the Site at the time of the order. However, DFS reserves the right to modify Prices at any time without such modification affecting any order that has already been validated.

DFS carries out regular checks to verify that the Prices charged are correct. However, some prices may contain an error. If DFS finds a clerical price error in the order, the Customer will be informed as soon as possible. DFS reserves the right to cancel the order of the Product affected by a clerical price error. If the order has been paid for, the Customer will be refunded the amount paid.

Ordering

3.1 - Placing the order

It is up to the Customer to select the Products they wish to order on the Site according to the following steps:

• The Customer adds the Products to their shopping bag;

• The Customer validates their shopping bag after checking and modifying its content, if required, by clicking on “checkout”;

• The Customer enters their personal details;

• The Customer selects either the duty-free or duty paid option and, if applicable, the Customer enters their international flight details;

• The Customer enters the contact details required for collection instore and then clicks on “continue”;

• If applicable, the Customer selects additional offers (for example, samples or gifts) and then clicks on “continue”;

• The Customer agrees to comply with the all applicable Country Specific Requirements, these Conditions and DFS’s Privacy Policy;

• The Customer states the type of credit card and the corresponding card numbers (or uses another payment method accepted by DFS);

• The Customer validates the billing address then clicks on “verify the order”;

• The Customer checks the summary of the order with all the information entered and validates the summary by clicking on “confirm the order” and proceeds to payment; and

• The Customer is redirected to the summary page with the order confirmation. An e-mail is sent to the Customer to confirm receipt of their order.

The Customer is advised to check the details of their order, the total amount and correct any errors before confirming it. It is their responsibility to verify the accuracy of the order, the information provided and immediately to report or rectify any errors with Customer Service.

DFS does not intend to sell the Products on the Site to professionals and other businesses, but only to consumers or non-professionals, for their personal needs.

DFS therefore reserves the right to refuse orders of a single Product in quantities that may reasonably exceed the personal needs of a Customer.

3.2 - Order validation

Product offers are valid as long as they appear on the Site and can be readily drawn from existing stock. Customers should be aware Product offers and certain Products may only be available in certain and specified countries.

DFS confirms the order by sending an e-mail to the Customer within a maximum of 1 (one) working day from the Customer confirming their order. Any order placed on the Site, validated by the Customer and confirmed by DFS, under the conditions and according to the methods described above, constitutes an agreement to sell between the Customer and DFS.

If for any reason there is total or partial unavailability of Products after the order is placed, the Customer will be informed by e-mail as soon as possible of the unavailability of the Products and of the partial or total cancellation of their order.

In the event of cancellation of the order by DFS:

• DFS Customer Service will contact the Customer by e-mail to inform them; and

• The order for the Products concerned will be cancelled and refunded by DFS.

3.3 – Customer to be liable

The Customer further acknowledges and agrees that if they do not comply with the Country Specific Requirements the Customer will be liable for all applicable taxes and duties on the Products including, but not limited to, value added taxes (VAT) and goods and services taxes (GST). The amount of all applicable taxes or duties for which the Customer is liable will be charged to their credit card or any other payment method used in addition to the displayed Price.

Payment

 

4.1 - Available payment methods

The Customer can pay for their order using the following means: Visa, Mastercard, WeChat Pay and Alipay and/or other payment methods available from time to time.

Transactions carried out on the Site are entrusted to the following secure online payment platform:

Adyen N.V. registered in the Netherlands under company number 34259528

Simon Carmiggeltstraat 6-50,

1011 DJ, Amsterdam,

The Netherlands

The Customer's credit card data (credit card number, expiration date, credit card identification (“CID”) and visual cryptogram) are transmitted by the service provider to the bank, using secure means guaranteeing their confidentiality with regard to third parties.

4.2 - Terms of payment

When placing an order, the Customer pays for the order by taking the following steps:

• The Customer indicates their means of payment with a credit card number, name of the holder of the credit card, the expiration date, CID and visual cryptogram (if applicable);

• The Customer enters the billing address;

• By clicking on “verify the order” the Customer confirms the details of the order; and

• The Customer validates their order and agrees to pay the price. The credit card used by the Customer will be debited upon validation of the order.

Another payment method used by the Customer and acceptable to DFS may be used, in which case the terms above also apply with any necessary changes or adaptations.

A payment order cannot be cancelled. Payment of the order by the Customer is irrevocable, without prejudice to any right the Customer may have under applicable and non-excludable consumer laws.

4.3 - Campaign against fraud and unpaid debts

DFS reserves the right, as part of its campaign against fraud and unpaid debts, to request additional information from the Customer during payment or to cancel or suspend an order.

4.4 – Electronic invoice:

An invoice, so far as necessary compliant with the revenue laws of the country from which the order was made and to which the Product is to be or has been delivered, will be issued to the Customer upon full payment of the order at the time of physically collecting the Products

Transfer of ownership

The transfer of ownership of the Products to the Customer will only take place after full payment of the price by the Customer.

Irrespective of the date ownership of the Products is transferred, transfer of the risks of loss and damage relating thereto will only take place when the Customer takes physical possession of the Products. The Products therefore travel at the risk and peril of DFS until the Customer takes physical possession of the Products.

Return and refund for online purchases

6.1 - Conditions.

On a commercial basis, DFS refunds within 30 (thirty) days of the date of purchase, any complete Product, in its original packaging, in perfect condition, unused, unwashed, undamaged, unworn and, if applicable, accompanied by the prepaid return label associated with the order.

The refund will be made to the payment method used when ordering.

6.2 - Methods

• The Customer prepares the package and packs the Products concerned so that they are sufficiently protected during transport;

• The Customer contacts the Customer Service to arrange the practical details of the return; and

• DFS will check the returned merchandise within 2 (two) working days of receipt of the package.

Customers are advised that in certain countries Country Specific Requirements may require the return of Products to a DFS store and attendance at the DFS store by the Customer. Customers should contact Customer Service for further details.

6.3 - Verification of returned Products

A compliance check will be carried out for each refund request.

At the end of the check, and only if the return has been made in accordance with the stipulations of article 6.1 of the Conditions, DFS will make a refund to the payment method used when ordering, within a maximum period of 15 (fifteen) working days.

Returns that do not meet the stated conditions will not be accepted and will be returned to the Customer.

Responsibilty

DFS cannot be held responsible under the obligations of these Conditions in the event that the non-performance of its obligations is attributable to a third party, even if foreseeable, or is due to the fault of the User or the Customer, or the occurrence of force majeure (being any circumstance beyond the reasonable control of a party which means that party cannot perform its or their obligations under the Conditions), or any other event that was not reasonably under the exclusive control of DFS.

DFS declines all responsibility for direct or indirect damage, whether foreseeable or not, caused during the use of the Site, it being understood that DFS will in no case be held responsible for any malfunction of the Site due to maintenance, technical problems, congestion of the Internet network or failure of any other remote transmission system which could prevent the Site from functioning.

In the event that DFS should be held liable for damage suffered by the Customer and attributable exclusively to the placing of an order, this is limited to the amount of the order paid by the Customer to DFS.