Refunds & Returns

Last updated 7 September 2026

Your rights in New Zealand

These terms do not limit applicable rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Our voluntary change-of-mind policy is separate from your remedies for faulty, misdescribed or unsuitable goods under those laws.

Read the New Zealand Consumer Protection guidance.

Contact theteam@customersupport.care with your order reference before returning an item. We will confirm the correct warehouse return address.

Faulty, damaged, missing or incorrect goods

Tell us about the problem with your order reference and relevant details. The shop covers the appropriate return charges for damaged or incorrect goods. Statutory remedies are separate from the voluntary fees and time limits below.

Changing your mind

The store's existing policy allows returns within 15 days of purchase, with the original packaging and proof of purchase. Eligible change-of-mind returns carry a NZ$29 packing and handling deduction. You pay tracked return postage to the warehouse confirmed by our team. These voluntary conditions apply when you found a better price, changed your mind, ordered the wrong item, no longer need the item or chose a size that does not fit; they do not remove statutory rights.

Cancelling an order

Contact us within 12 hours if a paid order needs changing or cancelling. The existing policy applies a 12.5% service and processing fee to voluntary cancellations before packing and shipping starts. Once dispatch processing has started, use the returns process. This fee does not apply to remedies required by law.

Refund processing

The source policy states 24 to 48 hours after receipt and assessment of a returned item. Refunds normally use the original payment method; a credit can be arranged if you request it. Your payment provider may require additional processing time.