SHIPPING & RETURNS
SHIPPING POLICY
From Our place to yours with PBT Delivery
When we receive your order our team gets to work with the products you have ordered and sorts delivery. PBT issue us a Tracking Number which you can track online. You will receive an email from our operations team with your Tracking Number once the order has been collected by PBT.
Stock items are shipped within 48 hours and typically take between 3 to 7 business days to deliver, depending on where you are located but we except no responsibilty for delayed deliveries . If you need more info, please email orders@estel.nz
The online tracking login: http://www.pbt.co.nz/track/results_transport.html should you need to track your order or rearrange delivery
Simple no hassle hydration to your door.
RETURN & EXCHANGE POLICY
Faulty, Damaged or Incorrect Goods Returns
The Consumer Guarantees Act sets out minimum standards for goods sold on our online store.
If you are unhappy with your purchase for any reason you should contact us to raise any concerns and we will do our best to remedy the situation to your satisfaction. Please contact E’stel directly by email by using our contacts page.
Faulty Goods
Our products leave the factory meeting the highest food safety quality standards in New Zealand, but there is always the possibility that a product is delivered with a fault or develops a fault later on.
Under the Consumer Guarantees Act, in the event that goods sold are deficient or are faulty, you have the right to repair, replace of the product. Please follow the procedure below to return the product for inspection.
Damaged Goods
We package the products carefully and send them using an appropriate delivery method, so, you can expect your order to arrive in perfect condition. Very occasionally a parcel may get squashed and suffer some damage.
If you suspect your product has been damaged during delivery, please do not throw away the parcel or cover in which the product came as the courier may need to inspect it. Follow the procedure below to organise a replacement product.
Incorrect Goods
If you have received the wrong product, we apologise for the inconvenience. You are more than welcome to an exchange– contact E’stel directly by email on our contacts page. We will happily organise an exchange once the incorrect item has been returned in a re-saleable condition.
HOW TO MAKE A RETURN
Contact E’stel and advise us within 7 days of receipt of the goods, which you wish to return or exchange a product if damaged or incorrect products have been sent only. The best way to do this is to email us directly by email on our contacts page with your order number. This will send a message linked to your order that we will respond to as soon as possible.
We will then contact you with clear instructions explaining what to do including how to return the product if it is damaged or you are exchanging for an incorrectly supplied order only . Follow these instructions to package the item and send it back within 14 days.
We only accept returns and exchanges on Damaged/ Faulty or Incorrectly supplied items. No refunds are provided in this event.
GENERAL
Please do not destroy or throw away any product, even if it’s faulty, before you have contacted E’stel as this will affect any return or exchange you may be entitled to.
Please note that you are liable for any loss in value of the product resulting from the handling of the product in any way while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the seller).
If you have any further questions about this Returns and Refunds Policy, please contact us directly.