Terms + Conditions

Returns & Exchanges

 

At Clementine, we hope you adore your purchase. If something isn’t quite right, we’re here to make the process simple.

 

 

Eligibility for Returns

 

To be eligible for a return:

 

  • Items must be returned within 14 days of receiving your order.

  • Items must be unused, unwashed, unaltered, and in their original condition with all tags attached.

  • Proof of purchase is required.

 

We may refuse returns that do not meet these requirements.

 

 

Store Credit Only

 

Clementine does not offer refunds for change of mind, incorrect sizing, or unwanted items.

All approved returns will be issued as a store credit (digital gift card), valid for 12 months and redeemable on any future purchase.

 

 

Exchanges

 

We do not offer direct exchanges.

If you’d like a different size or style, simply return your item for store credit and place a new order using the credit once issued.

 

 

Faulty or Incorrect Items

 

If you believe you’ve received a faulty or incorrect item, please contact us at [your email] within 7 days of receiving your order.


If a manufacturing fault or error is confirmed, we will arrange a replacement or refund in line with New Zealand Consumer Law.


Please note:

 

  • Minor variations in colour, natural material characteristics, or general wear are not considered faults.

  • Items damaged due to misuse, improper care, or accident are not eligible for replacement or refund.

 

 

Sale Items

 

Sale items, or items purchased using promotional discounts, are final sale unless faulty.

 

 

Return Shipping

 

  • Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

  • We recommend using a tracked courier service, as we are not responsible for lost returns.

 

 



International Returns & Import Duties

 

Please note that any import duties, taxes, or customs charges paid on international orders (including the UK, US, and Australia) are the responsibility of the customer.

If you choose to return an item from outside New Zealand:

 

  • Any import duties or taxes that were originally charged will not be refunded by Clementine.

  • If import duties are charged to Clementine when your return re-enters New Zealand, these costs will be deducted from your store credit.

 

We recommend checking your local customs guidelines before returning an item to avoid unexpected charges

 

We may refuse returns that do not meet these requirements.


How to Start a Return

 

  1. Email us with your order number and reason for return.

  2. Once approved, you’ll receive instructions on where to send your item.

  3. Your return will be reviewed within 3–5 business days of arrival, and your store credit will be issued via email.