Return & Refund Policy

1. Your Statutory Rights

Under the New Zealand Consumer Guarantees Act 1993, you are entitled to a remedy if a product you purchase from us is not of acceptable quality, is not fit for a particular purpose you made known to us, or does not match its description. Your statutory rights are not limited by anything in this policy.

2. Change-of-Mind Returns

In addition to your statutory rights, we offer a 14-day change-of-mind return period on unopened, unused products. To be eligible:

• The return must be initiated within 14 days of the date you received your order.
• The product must be in its original, sealed packaging and in resaleable condition.
• Proof of purchase (order confirmation) must be provided.

Change-of-mind returns for opened products are accepted only at our discretion.

3. How to Initiate a Return

1. Contact us at the email address above, stating your order details and reason for return.
2. We will respond within 2 business days with return instructions and a return authorisation number.
3. Pack the product securely and include your return authorisation number inside the parcel.
4. Send the parcel to our returns address: 293 Great North Road, Winton 9720, New Zealand.
5. We recommend using a tracked shipping service. Return postage costs for change-of-mind returns are the responsibility of the customer.

4. Faulty or Incorrect Products

If your product arrives damaged, faulty, or is not what you ordered, please contact us within 7 days of receipt. We will arrange collection of the product at no cost to you and provide a full replacement or refund as appropriate under the Consumer Guarantees Act 1993.

5. Refund Processing

Once we receive and inspect the returned product, we will notify you of the outcome within 5 business days. Approved refunds will be issued to your original payment method within 7 business days of approval. Bank processing times may add 2–5 additional business days.

6. Exclusions

The following items are not eligible for change-of-mind returns:

• Products that have been opened or used.
• Products without their original sealed packaging.
• Products purchased on special clearance or heavily discounted sale (unless faulty).

These exclusions do not affect your statutory rights under the Consumer Guarantees Act 1993.

7. Exchanges

We do not offer direct exchange. If you wish to receive a different product, please initiate a return and place a new order.

8. Questions

If you have any questions about this policy or your order, please contact us using the details at the top of this page. We aim to respond to all enquiries within 2 business days.