Refund policy

Refund & Return Policy

Standard Returns

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible:

  • The item must be in the same condition you received it - unused, unmarked, and in its original packaging
  • Accessories (if any) must be intact
  • Proof of purchase is required

Change of Mind

Our business does not guarantee refunds or exchanges for change of mind. However, we may agree to accept a return on a case-by-case basis, typically offering:

  • Store credit or exchange
  • Subject to return in unused condition, within the 30-day window
  • A restocking fee may apply

Custom & Made-to-Order Items

Custom items are not eligible for automatic return or refund due to change of mind.
In exceptional cases where the product is resaleable to another customer, we may agree to accept a return or provide a partial refund, at our sole discretion.
These cases are handled individually, by mutual agreement.

Damaged, Defective or Incorrect Items

Please inspect your order promptly upon receipt.
If the item is damaged, defective, or incorrect, contact us immediately so we can evaluate and resolve the issue.
Where the item fails to meet Consumer Guarantees Act (CGA) requirements, we’ll offer:

  • A repair, replacement, full refund, or store credit - at no cost to you

How to Request a Return or Refund

  1. Contact us as soon as possible, within 30 days of receiving the item
  2. Provide a description of the issue and supporting evidence (e.g. photos)
  3. We’ll assess the situation and propose the appropriate remedy
  4. If a return is approved, we’ll issue return instructions and shipping details
  5. For CGA-related issues, all remedies are provided free of charge. For change-of-mind returns, shipping or restock costs may apply.

Returns Not Eligible

We are not required to accept returns or offer remedies where:

  • The customer changes their mind
  • The item has been used, misused, or altered after delivery
  • The customer was made aware of faults before purchase
  • The return is requested unreasonably late after the issue becomes known

We're committed to resolving all valid complaints quickly, fairly, and in line with your rights under New Zealand consumer law.