We take the quality of our product seriously and endeavour to ensure that you receive your order in the same condition that it left in. In the unfortunate event that there is a problem when you receive your order, please notify us as soon as possible. Please keep ALL packaging until advised otherwise.
Visitors - You did not use a login
Please provide the following information, as it will make our job much easier and provide a faster turn around service for you. You can also use the form, by clicking on Returns at the top of the screen to the left of the currency indicator.
Please provide the following details:
1. Your name.
2. Purchase order number and date of the order. (These may be found on the Purchase order form enclosed with your order.)
3. The date that you received the order.
4. The condition of the parcel upon receipt.
5. Do you still have the parcel packaging?
6. Parcel tracking number? This is a 13 digit number starting with two letters and ending in NZ. There are three sets of three digits between these letters.
(e.g. JC 123 456 789 NZ)
7. The nature of the problem. (Please be specific as possible as we need to be able to communicate these issues back to our supplier(s), or the postal service, if necessary).
8. Has the product been opened?
9. Do you still have the product packaging?
Once you have completed these details please ring us on (03) 318 7435, or (021) 274 2548, so we can discuss the matter and come to an agreeable outcome. You may then be given a specific set of directions on what you need to do. It is important that you note this down.
Please log in to your account and fill in the product return information.
> Scroll down to MY ORDERS
> Click on ORDER HISTORY - This will show the status of the orders placed with THE CRAFTI BUG.
> Find the product(s) that need to be returned and click on the square box to the left of them.
> In the bottom right hand corner there is a box "Choose an action," select RETURN PRODUCTS from the drop down menu.
> Fill in the form that comes up. Much of this form will be automatically filled in from your log-in information and order information. Please check that this is correct!
> Please enter any additional information that might be relevant.
> Enter the validation code
> Click on Continue.
> You will be notified that your submission has been sent and will be able to track the response to it.
Exchanges / Refunds
We ask all our customers to make their choices carefully as being an on-line business we are unable to refund or exchange a product simply because you have changed your mind. We also are unable to offer refunds if an item is delayed in transit beyond reasonable control. If however the product you receive has been significantly damaged in transit, is incomplete, or you have received the wrong item, then please fill in the Returns Form, either online or download the form, and then contact us immediately. We will endeavour to rectify the problem as soon as we can do so practically.
Failure to Complete Request
If we cannot fill your order, we will notify you as soon as possible of any delays in filling and shipment. We will also work with you to arrange a suitable alternative or advise you of the new expected delivery date. In the unlikely event that we cannot fulfil your order we will refund your money, if no alternative solution is found.