FREQUENTLY ASKED QUESTIONS

Here you can find answers to the most frequently asked questions

PURCHASES & REFUNDS

Shipping

We’ll work hard to get your order to you in the fastest and most cost effective manner possible. We use CourierPost to ship all standard orders. The delivery timeframe for products is 10 working days, however some international orders may take longer due to the unpredictable nature of shipping companies or customs practices in other countries. Digital content should be instantaneous depending on your download speed and the size of the file.

Payment

Domestic sales can be paid through either bank transfer, or through PayPal. The price will show GST for the final price during the checkout process. International and credit card payments for sales are through the PayPal service. There is no GST tax applied to international sales.

Return Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, you must contact us first. Your item must be unused and in the same condition that you received it. The customer must also pay return shipping. It is recommended to ship with the same box and packaging that the product was shipped to you. To complete your return, we require a receipt or proof of purchase.

Non-returnable items:

Downloadable digital content and software
Commissioned items
Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
There are certain situations where only partial refunds may be granted.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your refund is approved your refund will be processed and a credit will automatically be sent to the account your original method of payment came from and within 10 working days after refund approval.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at accounts@skilltree.co.nz and send your item to: SkillTree NZ Limited, PO BOX 10230 Te Rapa Hamilton 3241 New Zealand. Ensure you follow directions regarding return shipping.

Return Shipping

To return your product, you should courier or mail your product to: SkillTree NZ, PO BOX 10230 Te Rapa Hamilton 3241, New Zealand c/o Skilltree NZ.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot be held liable for return items that go missing in transit.

TERMS & CONDITIONS

Cancellation Policy

We understand things can happen that may require cancellation or transfer of student registrations. If you need to cancel 7 days or more before the commencement of the course we will refund all money paid less a 5% administration fee. We cannot provide a refund if notice is given less than 7 days prior to commencement of the course. In all cases notifications must be made in writing and sent to accounts@skilltree.co.nz.

Health & Safety

Skilltree NZ teaches real world practices in creative and technology endeavors. As such there are hazards which can be encountered as part of our instruction. We may be using a variety of tools, paints, and chemicals as part of the facility. People with chemical dependencies must declare this to the instructors before the class. The following items may be used for your class (typically in the traditional art and r&d labs): Sharp instruments; Utility knives; Scalpels or hobby knives; Scissors; Adhesives; Contact cement; Super glue (Cyanoacrylate); PVA glue; Other adhesives; Paints and Solvents – Enamel based, Acrylic based, Lacquer based; Propellants; Solvents; Power tools; Saws; Drills; Sanders; Soldering Irons and heated cutting blades; Heat guns.

Proper instruction and safety gear will be supplied for each item used, as well as additional instruction by our professional mentors. All directions and commands must be followed for your safety. If you do not follow instruction, you will be asked to follow additional health and safety protocols until the instructors are satisfied with your understanding and compliance of our policy. If a student refuses to follow instruction they may be ejected from the course without reimbursement or compensation of any kind.

PRIVACY POLICY

What information do we collect?

When registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number, Contact Information or other details to help you with your experience and relationship with us.

When do we collect information?

We collect information from you when you register on our site, subscribe to a newsletter, respond to a survey, fill out a form or enter information on our site or provide us with feedback on our services.

How do we use your information?

We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or communication, browse the website, or use certain other site features in the following ways:
– To quickly process your registrations.
– To send periodic emails regarding your classes, registrations or other services.
– To follow up after correspondence (live chat, email or phone inquiries)

How do we protect your information?

Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive information you supply is encrypted via Secure Socket Layer (SSL) technology. We implement a variety of security measures when a user enters, submits, or accesses their information to maintain the safety of your personal information. All transactions are processed through a gateway provider and are not stored or processed on our servers.

Do we use 'cookies'?

We do not use cookies for tracking purposes. You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser settings. Since browser is a little different, look at your browser’s Help Menu to learn the correct way to modify your cookies.

Third-party disclosure

We do not sell, trade, or otherwise transfer to outside parties your Personally Identifiable Information.

Third-party links

We do not include or offer third-party products or services on our website, unless it is to promote the guest mentor and their activities.

Unsolicited Electronic Messages Act 2007

The Act is a law that sets the rules for commercial email, establishes requirements for commercial messages, gives recipients the right to have emails stopped from being sent to them, and spells out tough penalties for violations.

We collect your email address in order to:

– Send information, respond to inquiries, and/or other requests or questions
– Process orders and to send information and updates pertaining to orders
– Send you additional information related to your product and/or service
– Market to our mailing list or continue to send emails to our clients after the original service has completed.

To be in accordance with Act, we agree to the following:

– Not use false or misleading subjects or email addresses
– Include the physical address of our business or site headquarters
– Honor opt-out/unsubscribe requests quickly
– Allow users to unsubscribe by using the link at the bottom of each email.

KNOWLEDGE RESOURSE

Knowledge Base
With a wide variety of courses and a growing community of mentors we provide a foundation for you to work upon.
Video Academy
Look for our tutorial videos coming soon. We will have short, medium, and long format workshops to view in the privacy of your own home.
GROWING COMMUNITY
Our mentors come from a wide variety of disciplines, and many who have taken classes have taught classes as well.

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