1. Change-of-Mind Returns
We offer a 14-day return period for eligible change-of-mind returns, starting from the date your order is received.
To be eligible:
- The return request must be made within 14 days.
- The product must be unused, undamaged and in resalable condition.
- The product should be returned in its original packaging, where possible.
- You are responsible for the return shipping costs for change-of-mind returns.
Once we receive and inspect the returned product, we will confirm whether it meets the return conditions. If approved, your refund will be processed to the original payment method.
Products that have been used, damaged, altered or returned in a condition that is not suitable for resale may not qualify for a change-of-mind refund.
2. Faulty, Damaged or Incorrect Products
If your product arrives damaged, faulty, defective or different from what you ordered, please contact us as soon as possible.
Please provide your order number and, where possible, photos of the product and its packaging so we can assess the issue.
If the product does not meet the guarantees required under the New Zealand Consumer Guarantees Act, we will provide the appropriate remedy, which may include a repair, replacement or refund, depending on the circumstances and the nature of the problem.
For valid product faults covered by the Consumer Guarantees Act, we will also cover reasonable return delivery costs where applicable.
3. Products Damaged After Delivery
We are not responsible for damage caused by misuse, improper installation, accidents, alterations or failure to follow the product's care or usage instructions.
This does not affect any rights you may have under the Consumer Guarantees Act.
4. How to Request a Return
To request a return, please contact us with:
- Your order number
- The product you wish to return
- The reason for the return
- Photos of the product, where applicable
We will review your request and provide return instructions if the return is eligible.
5. Refunds
Once we receive and inspect an eligible returned product, we will notify you whether the refund has been approved.
Approved refunds will be made to the original payment method.
Please allow your bank or payment provider additional processing time for the refund to appear in your account.
6. Your Consumer Rights
Nothing in this policy limits or excludes any rights or remedies you may have under the New Zealand Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable New Zealand law.
Where a product fails to meet the guarantees required by law, you may be entitled to a repair, replacement or refund depending on the circumstances.