Cancellation Policy
Orders that have not been processed or shipped are eligible for cancellation. Once an order has been processed or shipped, it cannot be cancelled. Customers must request a cancellation by contacting us at info@planks.co.nz
The cancellation request must include the order number and the reason for cancellation.
If the cancellation request is made within the eligible time frame, a full refund will be processed via your original payment method, please note once processed, the money can take up to 10 business days to be returned to your account.
Custom or Made-to-Order Items
Orders for custom or made-to-order items are not eligible for cancellation once the production process has started unless deemed faulty, in which case we will fulfil our obligations in accordance with the New Zealand Consumer Guarantees Act.
Out of Stock Items
In the event that an item becomes out of stock after an order is placed, the customer will be notified, and they may choose to cancel the order for a full refund or replace the item with an alternative product.
