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Return & Replacement Policy

RETURNS AND REPLACEMENTS

Senor Lopez is 100% dedicated to providing quality products and services to our customers. We hope you’ll love what you’ve ordered, but if something isn’t right, please let us know.

Our quality control team inspect all deliveries to ensure the products you receive meet our quality standards. However, if you do receive a faulty or damaged product, please contact us immediately to arrange a return and replacement or gift card.

REFUNDS

Refunds on faulty goods will only be authorised if you make contact within 5 days of receiving your goods. You will be given a Return Authorisation (RA) number at this time.

Unfortunately your original postage and/or import duty, customs fees and local sales taxes (levies) charged are not refundable. Refunds apply to postal returns only. All returns must be accompanied with a returns document as detailed below.

FAULTY GOODS

Please contact us first before returning any items.

All Senor Lopez products carry a guarantee on faulty workmanship and materials. Care labels in the garments must be strictly adhered to. Items that are damaged as a result of wear and tear are not considered to be faulty.  It is at the discretion of Senor Lopez NZ to determine fault. If you would like to return a faulty item, please follow the standard returns procedure. Upon accepting the fault of the product, we firstly have the option to repair the faulty item or replace it for the same product in the same size at our discretion. If we cannot repair or replace the item, you will receive a credit or a refund including your original postage charges. Unfortunately any import duty or customs fees and local sales taxes (levies) charged are not refundable.

We will meet our requirements under the NZ Consumer Guarantees Act.

SALE ITEMS

ALL SALE ITEMS ARE FINAL

This means no exchanges, credits or refunds unless it has been assessed as faulty.

If you’ve purchased an item that was discounted but you have since changed your mind, unfortunately you cannot return it. But you can share the good vibes and give it to a lucky friend.

If you have any questions about an item, it’s best to get in touch before you purchase. We will do our best to give you more information and assist you to make the right decision.

RETURNS PROCESS

You must contact our team at contact@senorlopez.co.nz regarding any issues within 5 days of receiving goods, to ensure you qualify for a return or exchange. Do not send anything back without getting in touch with us first or it may not be accepted.

All returns are to be sent with the online returns document and supporting documentation including receipt/order number. Items are to be returned in their original condition and appropriate packaging to:

Senor Lopez – NZ

6 Royal Oaks

Newstead

Hamilton 3286

If you return items without meeting our return policy criteria, this may lead to further delays. You are responsible for the cost of the return shipping to have your goods returned.

We are happy to exchange/refund faulty items or issue a gift card for any item purchased online (unless stated otherwise). However the following conditions apply:

  • You must notify us at contact@senorlopez.co.nz of your intention to exchange/return within 5 days of receiving your goods.
  • Send goods back to us via a trackable method to the above address. Please note Senor Lopez does not take responsibility for any items lost in the process of returning the item to us and hence why we recommend a trackable method. (lost parcels are no fun at all)!
  • We will raise a credit, exchange or refund with a gift card for you once the garment has been returned and accepted by Senor Lopez. Please allow 5-7 working days for this to happen.
  • Items must be returned with original receipt, in brand new, unworn condition with original tags still attached – we will not accept items that have been washed, damaged or soiled in any way.
  • Once the product has been received it will undergo a quality control check to ensure that the item is unworn and the original tags are still in place.