Return & refund Policy

Refunds, Returns & Exchanges Policy (New Zealand)

Change of Mind / Personal Preference

Under New Zealand consumer law, we are not required to provide a refund for change-of-mind purchases. Please choose carefully before placing your order.

Change of mind includes (but is not limited to):

  • Deciding you no longer want the item
  • Ordering the wrong product
  • Finding the item cheaper elsewhere
  • Failure or refusal to collect an order once it has been prepared
  • Personal preference or individual suitability (e.g., product does not meet your expectations, you don’t like it, or it feels less sturdy than expected)

Refunds are not available for these situations. Exchanges or store credit may be offered at our discretion.

Orders & Pickup

All orders placed on our website are considered final once confirmed and processed.It cannot be cancelled. Failure to collect an order does not constitute a cancellation and does not make the order eligible for a refund or exchange.

Exchanges (Exchange Only – No Refunds)

We may offer an exchange only (store credit or replacement item) within 3 days of receiving the product, provided that:

  • The item is unused
  • The item is returned in its original condition
  • All original packaging and invoice are included

Exchanges are offered at our discretion and do not include refunds. Refunds are not available for change-of-mind purchases, including items returned unused.

Any price difference must be paid by the customer. No cash, card, or payment-method refunds will be issued. Exchanges are not available for non-collection of prepared orders.

Faulty Goods (Consumer Guarantees Act 1993)

If a product you have purchased is faulty, damaged, or does not meet acceptable quality standards, we will provide a remedy in accordance with the Consumer Guarantees Act 1993.

Please notify us within 3 clear days of receiving the item if you believe it is faulty or damaged.

Assessment of Faulty Returns

If an item returned as faulty is inspected and found to be in full working order, the customer will be responsible for:

  • Return shipping costs
  • Any additional handling or courier charges incurred

Remedies for Faulty Products

Where a fault is confirmed, we may:

  • Repair the product
  • Replace the product with the same or similar item

A refund will only be offered if a repair or replacement is not reasonably available.

Refunds, where applicable, will be processed using the original payment method. Processing times may vary depending on banks or payment providers.

Transit Damage

Before returning any item, customers must provide clear photos of the product and packaging. This allows us to assess the issue and, where applicable, lodge a claim with the freight provider.