We want the things we sell to be useful, well made and accurately described. If something arrives damaged, faulty, incorrect or does not match its description, please use our contact form as soon as reasonably possible with your order number and, where helpful, photographs of the issue.
Nothing in this policy limits any rights or remedies you may have under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986, or other consumer laws that apply to your purchase.
Change-of-mind returns
In addition to your statutory rights, we accept eligible change-of-mind returns requested within 30 days of delivery. Items must be unused, in their original condition and, where applicable, in their original packaging. Please contact us before sending anything back so we can confirm eligibility and provide the correct return instructions.
Change-of-mind return shipping is paid by the customer unless applicable law requires otherwise. Original delivery charges are not normally refundable for change-of-mind returns. Personalised or made-to-order items, used items, items damaged after delivery, and items unsuitable for return for hygiene reasons once opened may be excluded from change-of-mind returns where permitted by law.
Faulty, damaged or incorrect items
If a product is faulty, damaged in transit, incorrect, unsafe or otherwise does not meet an applicable consumer guarantee, we will provide the remedy required by law. Depending on the circumstances this may include repair, replacement, refund or another appropriate remedy. Where the law requires us to cover reasonable return costs, we will do so.
Where returns go
Because some products are supplied or fulfilled through different partners in New Zealand, the United States, China or other locations, the correct return address can vary by order. Please do not send a return until we have authorised it and provided the return address. Do not send products directly to a manufacturer or fulfilment warehouse unless we specifically instruct you to do so.
Refund timing
Once an approved return is received and assessed, we will notify you of the outcome. Approved refunds are issued to the original payment method. Your bank or payment provider may take additional time to make the funds available.
For delivery questions and other common information, see Help & FAQs.