We provide an unconditional money-back guarantee on all unopened goods returned within 30 days of receipt. Damaged or defective goods will be returned and replaced at our cost.
If your goods do not reach you in perfect condition please contact us immediately to arrange the most convenient way to return the goods for an exchange or refund. Please keep the packaging with the goods if possible.
You may also return unopened goods to us within 7 days provided they are in an original, re-saleable condition.
Please wait to receive authorisation and return instructions. Returns made without authorisation may be refused. Refunds can only be made via the same payment method used when the order was originally placed.
Please notify us promptly if your products arrive in an unsatisfactory condition.
We accept responsibility for breakages in transit within New Zealand. If you experience a breakage please hold onto the item and the packaging and notify us immediately – email@example.com
Defective or damaged goods need to be returned within 10 days including the packaging, and will be replaced at our cost asap.
Changed your Mind
If you change your mind, and no longer want the goods, please notify us promptly on receipt of your order - firstname.lastname@example.org
We can provide a coupon or refund on all unopened undamaged goods returned in original condition within 10 days of receipt. Please note refunds can only be made via the same payment method used when the order was originally placed. Please note the courier/shipping fee is non-refundable in this instance.
Please wrap your returned product well so it arrives back to us undamaged. Goods that are unable to be resold will not be exchanged or refunded.
Please be sure to include the packing slip with the goods being returned. Refunds will be issued upon receipt of the returned products.
Lost in Transit
We accept responsibility for parcels lost in transit in New Zealand provided we are notified within 7 days - email@example.com . We cannot accept responsibility for your parcel once delivery has been made by the Courier.
We do not accept responsibility for parcels lost for international orders.
For more information see our Shipping and Delivery policy
If you wish to cancel your order please contact us by email as soon as possible, include your order number, & note “Cancel Order” in the subject line of your email. Contact us at firstname.lastname@example.org We cannot cancel an order once it has been despatched.
We are unable to provide refunds on the goods listed below:
- All products listed as SALE items (due to short expiry dates or discontinued lines)
- Lost products due to incorrect address and postcode details supplied by the customer at time of ordering online.
- Goods damaged or used by the customer.
- Prohibited items that are detained or confiscated at your own customs. Please check your country's customs and duty laws before purchasing.
- We cannot accept returns for heat-damaged products.