Returns & Refund;
We're happy to accept returns for any manufacturer’s defects within 14 days of your purchase. If an item is faulty, we may choose to investigate, repair, exchange, or provide a refund. Customers do not get to select the resolution for defective items. You must contact us within 14 days of your purchase if your item was missing, has major cosmetic damage, or has any defects in unused condition, with proof via photos and purchase receipt. We request you to send the faulty item back to us for investigation, repair, exchange, or refund. We are unable to process any return or provide a resolution without receiving the returned item.
We do not give refunds or accept returns of products except for manufacturer’s defects. We are not obligated to exchange due to change of mind, mistakes, or misunderstanding of the colour or measurements per NZ comsumer law. In rare cases, we may choose to accept a return or offer an exchange or store credit for change-of-mind returns(incl mistakes, or misunderstanding of the colour or measurements) entirely at our discretion, provided the products are unused and in resalable condition. For these returns, a restocking fee of 15% applies. All return shipping costs are paid by the customer, and if the order received free shipping, the original shipping cost will also be deducted from the refund. We will also not refund the 3% credit card processing fee of the total order value. (which we do not get refunded by credit card processor)
Refunds for defective or faulty products are always issued in full only if a repair or replacement is not suitable, in accordance with New Zealand consumer law. Refunds can only be given by the same method of the original purchase and to the original purchaser. Refunds cannot be given to a third party (i.e., gift recipients), and the original purchaser must be informed of any return or refund.
Warranty and repairs;
We repair our products where possible or replace if not repairable, on our shipping expense for up to a year. After 1 year of the purchase, we can still repair for free, you just have to pay the shipping expense!
* Lifetime warranty *
We offer a lifetime warranty for any manufacturer's defects on Bento Ninja Lunchbox System and peg range. Not applicable to peg hangers and other products.
We even reimburse the shipping fee back to us for 1 year!
* Lunchbox system*
We repair any broken clip parts where we can or replace if not reparable, on our shipping expense for up to a year. After 1 year of the purchase, we can still repair for free, you just have to pay the shipping expense! Lost a clip? Replacements are $5 each.No more throw away broken lunchboxes.
*Forever Peg range* (not including peg hanger range)
We offer a lifetime warranty against rust on our forever pegs stainless steel 316 range. Not applicable for misshapen from any misuse, or accidents. (stood on, lawnmower, driven over etc) This warranty does not apply to our previous 'rust resistant' variety.
*Peg Hanger Range*
We offer repairing service when the rod comes undone on our shipping expense for up to a year. After 1 year of the purchase, we can still repair for free, you just have to pay the shipping expense!
However we're not responsible for the damage from impact (by falls, winds etc), general use, misshapen (stretched) rings & pegs and any rust after used outdoors.
*Coloured Peg range*
While we do not expect any discolouration on our coloured peg range, they might fade or slight change of colours over the years. We do not cover those discolouration from ageing or mistreatments.
*Drink Bottle range*
We cover manufacturing defects identified upon delivery.
We do not offer refunds or replacements for damage occurring after use. This includes, but is not limited to, damage caused by drops or impact, dents, paint wear or peeling, leaks that develop over time, or wear to components such as chewed up straw part.
We are responsible for manufacturing defects upon delivery only.
*Other products warranty*
We repair any broken parts where we can or replace if not repairable, on our shipping expense for up to a year. After 1 year of the purchase, we can still repair for free, you just have to pay the shipping expense!
Typically we can repair squeegees and peg hangers. Sometimes weaker welding spots could come apart.
Lifetime Warranty does not cover damage caused by normal wear and tear (scratches, dents etc), accident (lost /stolen), combat damage (dropped from height, run over/stood on etc), improper care or cleaning, non-standard usage or negligence. Product must be purchased directly or from an authorised Bento Ninja stockists and should be returned to us for evaluation.
The term Lifetime refers to the lifetime of the product. Unfortunately, this doesn’t mean your lifetime or ours, but rather the lifetime of the components, materials. While we choose the very best materials available to make our products as durable as possible, all materials degrade over time with use and exposure to the elements and a product’s lifetime is a function of how much use it gets and how well it is cared for and not by how old it is. We expect their lifetime to be approx 20years.
We request proof of purchase from our store, stockists, or identifiable products & packages such as our logo on products to proceed with the warranty. We request you to send the faulty item back to us for investigation, repair, exchange or a refund. We are unable to refund or exchange without the returned item.
We do not give refunds or accept returns of the products except for manufacturer's defects on the products. We are not obligated to exchange due to change of mind.
