Home > Customer Service > Return Policy
| FREE DELIVERY NZ for orders over $50 |
NZ OWNED & OPERATED |
|
|
Return Policy
Returns Policy
If you need to return an item, please read this page carefully to ensure your return is handled correctly.
Most of Casey Direct orders are delivered without a hitch, but from time-to-time things don’t go as planned and you may need to arrange a return. This page should help you determine what's covered or what’s needed. If not email us mail@caseydirect.co.nz
The item I ordered has not arrived yet
If your item has not arrived contact us to request a “track and trace” on your item, we will also give you the courier company web site to Track your package. mail@caseydirect.co.nz
If the “track and trace” on your order indicates that it has been delivered, but you’re unable to find it, we will start an investigation with the courier company. Please make sure you contact us within 14 days of the expected arrival date of your order.
Casey Direct is unable to refund or replace items that have been lost, damaged or stolen after being delivered to your property so make sure items are being delivered to a secure location or where someone can be there to accept it.
The item I received is not the item I ordered
Please contact us straight away, and we will arrange for you to return the item to us for a full replacement. Item must be returned within 14 days with a copy of the invoice and its packaging and all its original tags attached
Replacement will be sent within 5 working days of items return to Casey Direct.
If the item is no longer available you may choose another item or a refund will be given.
The item I ordered was damaged in transit
If your item was damaged between leaving Casey Direct and arriving at your delivery address, Please contact us straight away, and we will arrange for you to return the item to us for a full replacement. Item must be returned within 14 days with a copy of the invoice and its packaging and all its original tags attached, [Please note that for your claim to be accepted you must retain the original packaging for your item, and the original packaging material used to deliver your order e.g. the courier bag or delivery box.] Replacement will be sent within 5 working days of items return to Casey Direct. If the item is no longer available you may choose another item or a refund will be given.
The item I ordered arrived faulty
Where possible Casey Direct items are made in New Zealand to a high standard, however, if you do receive a product that is faulty, Please contact us straight away, and we will arrange for you to return the item to us for a full replacement. Item must be returned within 14 days with all packaging and swing tags replacement will be sent within 5 working days of items return to Casey Direct.
I've ordered the wrong size, colour, changed my mind
Any item can be returned to Casey Direct as long the item is unused and in resalable condition Item must be returned within 14 days with a copy of the invoice and its packaging and all its original tags attached
The shipping for the return will be at the cost of the buyer we advise you track your returns as we cannot exchange items that go missing in the post. Please include the original invoice and the replacement item you would like. Additional courier costs will apply. We do not refund for wrong size, colour or change of mind but you are welcome to select another item.
Can I exchange items at a Frank Casey suit hire store
Items purchased from Casey Direct on line store must be returned directly to Casey Direct cannot be exchanged or returned at a Frank Casey Franchise store.
Please note that items purchased in a Frank Casey Franchise store will have to be taken to the store of purchase and cannot be received by Casey Direct.
Will I have to pay another courier fee for returned products
Postage / courier charges on returns or replacement products are the responsibility of the buyer unless item is damaged or incorrectly supplied.
How will I be refunded
Once all return procedures have been completed and goods have been received and checked by Casey Direct, You will be refunded on same card you made your payment on. Refunds will be processed within 2 working days, payment may take longer to appear in your account depending on the bank.
Casey Direct Returns
P.O BOX 111,
Patumahoe,
Auckland 2344
or contact us for a physical address for returns.
Proof of purchase is required, so please include a copy of your original invoice with any return.
Please Choose carefully as we do not refund if you change your mind. If the goods are faulty Casey Direct is fully committed to protecting your rights under the Consumer Guarantees Act.
If you have any questions please contact us.
If you need to return an item, please read this page carefully to ensure your return is handled correctly.
Most of Casey Direct orders are delivered without a hitch, but from time-to-time things don’t go as planned and you may need to arrange a return. This page should help you determine what's covered or what’s needed. If not email us mail@caseydirect.co.nz
The item I ordered has not arrived yet
If your item has not arrived contact us to request a “track and trace” on your item, we will also give you the courier company web site to Track your package. mail@caseydirect.co.nz
If the “track and trace” on your order indicates that it has been delivered, but you’re unable to find it, we will start an investigation with the courier company. Please make sure you contact us within 14 days of the expected arrival date of your order.
Casey Direct is unable to refund or replace items that have been lost, damaged or stolen after being delivered to your property so make sure items are being delivered to a secure location or where someone can be there to accept it.
The item I received is not the item I ordered
Please contact us straight away, and we will arrange for you to return the item to us for a full replacement. Item must be returned within 14 days with a copy of the invoice and its packaging and all its original tags attached
Replacement will be sent within 5 working days of items return to Casey Direct.
If the item is no longer available you may choose another item or a refund will be given.
The item I ordered was damaged in transit
If your item was damaged between leaving Casey Direct and arriving at your delivery address, Please contact us straight away, and we will arrange for you to return the item to us for a full replacement. Item must be returned within 14 days with a copy of the invoice and its packaging and all its original tags attached, [Please note that for your claim to be accepted you must retain the original packaging for your item, and the original packaging material used to deliver your order e.g. the courier bag or delivery box.] Replacement will be sent within 5 working days of items return to Casey Direct. If the item is no longer available you may choose another item or a refund will be given.
The item I ordered arrived faulty
Where possible Casey Direct items are made in New Zealand to a high standard, however, if you do receive a product that is faulty, Please contact us straight away, and we will arrange for you to return the item to us for a full replacement. Item must be returned within 14 days with all packaging and swing tags replacement will be sent within 5 working days of items return to Casey Direct.
I've ordered the wrong size, colour, changed my mind
Any item can be returned to Casey Direct as long the item is unused and in resalable condition Item must be returned within 14 days with a copy of the invoice and its packaging and all its original tags attached
The shipping for the return will be at the cost of the buyer we advise you track your returns as we cannot exchange items that go missing in the post. Please include the original invoice and the replacement item you would like. Additional courier costs will apply. We do not refund for wrong size, colour or change of mind but you are welcome to select another item.
Can I exchange items at a Frank Casey suit hire store
Items purchased from Casey Direct on line store must be returned directly to Casey Direct cannot be exchanged or returned at a Frank Casey Franchise store.
Please note that items purchased in a Frank Casey Franchise store will have to be taken to the store of purchase and cannot be received by Casey Direct.
Will I have to pay another courier fee for returned products
Postage / courier charges on returns or replacement products are the responsibility of the buyer unless item is damaged or incorrectly supplied.
How will I be refunded
Once all return procedures have been completed and goods have been received and checked by Casey Direct, You will be refunded on same card you made your payment on. Refunds will be processed within 2 working days, payment may take longer to appear in your account depending on the bank.
Casey Direct Returns
P.O BOX 111,
Patumahoe,
Auckland 2344
or contact us for a physical address for returns.
Proof of purchase is required, so please include a copy of your original invoice with any return.
Please Choose carefully as we do not refund if you change your mind. If the goods are faulty Casey Direct is fully committed to protecting your rights under the Consumer Guarantees Act.
If you have any questions please contact us.