We sincerely apologise if your purchase arrives faulty, is sent incorrectly, or doesn’t match the item as presented on Home. For any items you wish to return we kindly ask you to contact our customer services team (customerservice@dovehospice.org.nz) to submit a request for a refund.
You can then either return this directly at our Dove Hospice Shop in Mt Wellington, or post this to the following address: Dove Hospice Distribution Centre, 28 Lunn Avenue, Mt Wellington, Auckland 1071 (Att: E-Commerce Team).
For all online returns please include:
Order number details
The reason for return or explanation of fault
If you’ve placed an order but haven’t received your confirmation email within 48 hours of purchase, please email customerservice@dovehospice.com
Please allow two business days for a response from our customer service team regarding your refund and/or assistance with tracking orders and inquiries. We appreciate your patience as we strive to provide the best possible support.
At Dove, we value sustainability, and we embed this commitment into our online store practices. Most purchases from www.dovehospice.com will arrive wrapped in paper and placed inside a recycled cardboard box. Both the paper and the box are fully recyclable. We take pride in utilising second-hand and recycled materials for shipping, ensuring that our environmental impact remains minimal.
Please note that depending on your bank, it can take up to 5 business days for the refund to appear in your account. We appreciate your understanding and patience during this process.
Your refund will be issued using your original payment method.
For purchases made with Afterpay, your refund will be lodged back with Afterpay online, when they have received this they will refund you. Please note that Afterpay has its own process, and we do not have control over or the ability to assist once the payment has been processed back to Afterpay.
Please note that the delivery fee is non-refundable. Additionally, all return shipping costs are the responsibility of the customer. Thank you for your cooperation and understanding.
Our returns policy is in addition to your rights under the Consumer Guarantees Act 1993 because we want you to be happy with your purchase.
Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.
If you wish to return an item because you have changed your mind about your purchase, the Dove Hospice Online Shop offer you an exchange or refund provided that:
You return the item/s within 14 days of purchase.
You must provide your receipt.
The pre-loved item still has its tag attached.
If these requirements above are not satisfied, Dove Hospice Online Shop reserves the right not to offer an exchange or refund for change of mind returns.
Dove Hospice Online Shop will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:
Beauty products
Fragrances
Hosiery
Underwear
Swimwear
Pierced jewellery
These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description.
Dove Hospice Online Shop will accept product returns and provide you with an exchange or refund where:
The pre-loved product is faulty or is not of acceptable quality; or
The pre-loved product is not fit for its intended purpose; or
The pre-loved product does not match our description; and
You can present your Dove Hospice Online Shop receipt or other adequate proof of purchase.
Dove Hospice Online Shop reserves the right not to offer an exchange voucher or refund where the item fault is a result of misuse or neglect.
Claims for compensation or reasonable expenses incurred in returning your purchase together with supporting evidence should be addressed to our Dove Hospice Online Shop customer service team using the ‘Contact us’ option on the https://dovehospice.com
Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. You are entitled to an exchange or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have an exchange of the pre-loved goods if the pre-loved goods fail to be of acceptable quality, and the failure does not amount to a major failure.
When returning a pre-loved product, you will be asked for information that is relevant to your return or to satisfy legislative requirements.
If you do not provide this information, then we may be unable to process your return.
When returning a pre-loved product, with adequate proof of purchase, you will be asked for your signature as authorisation of the return transaction.
If you do not have sufficient evidence of purchase, Dove Hospice online shop will conduct fraud investigations and fraud protection activities.
Information collected will be securely stored for a reasonable period, may be used for research and analysis or may be disclosed to government departments upon request, as required by law.
Dove Hospice online shop reserves the right to assess the condition and age of returned pre-loved goods before providing exchange or refund. This may result in an exchange or refund being refused.
If you wish to access your personal information, please contact Customer Service at +64 027 808 8950
Dove Hospice online shop is committed to protecting the privacy of your personal information.
Returns, refunds, or exchanges requests must be submitted with proof of purchase documents; Dove Hospice online shop online receipt/invoice.
Please note that delivery fees are non-refundable.
Pre-loved products ordered through the Dove Hospice Online Shop via Click & Collect can be returned to 28 Lunn Avenue, Mount Wellington, Auckland, 1072, with proof of purchase and order number attached.
