Refunds & Returns

Nothing in this policy limits rights or remedies that cannot be excluded under the New Zealand Consumer Guarantees Act 1993 or Fair Trading Act 1986. Faulty, misdescribed or unfit goods are handled under the applicable statutory remedies. Voluntary change-of-mind fees do not apply to those remedies.

Contact us first

Email our support team with your order reference and the reason for your request. Messages can be sent at any time; our response target is 24 hours. We will provide the appropriate return instructions and address.

Voluntary change-of-mind returns

The store offers a 15-day window from purchase for an unused item in its original packaging, with proof of purchase from this store. The published voluntary return terms include a NZ$29 packing and handling charge plus return delivery costs. Contact us within the window before sending anything back. These conditions apply only to voluntary returns, and do not reduce your statutory remedies.

Cancelling an order

Contact us as soon as possible, ideally within 12 hours. Orders can be cancelled before dispatch. The original policy includes a 12.5% fee for voluntary cancellations. This fee does not apply where a statutory remedy requires a refund without it. Once shipped, the relevant returns process applies.

Refund processing

After an accepted return is received, our stated processing time is 24 to 48 hours. Refunds go to the original payment method; your bank or payment provider may take additional time to display the credit.

Faulty or incorrect goods

Contact us promptly with the order reference and a description of the problem. We will assess the issue and arrange the applicable repair, replacement or refund. Keep relevant packaging and photographs if available.

Read the New Zealand Consumer Guarantees Act guidance.

Questions? Contact our team at theteam@customersupport.care.