Refunds and returns

Last updated 7 September 2026

If something is wrong

If an item is faulty, damaged, not as described or fails a consumer guarantee, contact us. We will provide the remedy required by the Consumer Guarantees Act 1993. Our voluntary return deadline and fees do not limit these statutory rights.

Change of mind

The store offers a voluntary 15-day return window from receipt for unused items in their original condition and packaging, with every inclusion returned. Contact us for the correct return address before sending anything.

The published voluntary policy includes a NZ$29 packing and handling deduction and buyer-paid return postage. These apply only where lawful and do not apply to a statutory remedy for faulty or misdescribed goods. We will confirm the proposed refund and charges before you return an item.

Changing or cancelling an order

Contact us within 12 hours if you need a change or cancellation. Cancellation may no longer be possible after packing or dispatch starts. The source policy provides a 12.5% processing charge for voluntary cancellations; any charge must be lawful, disclosed and must not reduce your statutory rights.

Refund processing

Returns are inspected on arrival. We aim to process an agreed refund within 24 to 48 hours after receiving the item. Funds normally go back to the original payment method; provider processing times can vary. Store credit is available only if you request it.