Return and Refund Policy
Return window: 30 days.
Return Method: by mail, in store
How will customers get the return label?
*For defective products (This happens when
the product is incorrect, damaged by the carrier, or is proven to be defective
in another way): we will pay for the
shipping cost for return. Normally, we
will send you a label and a tracking number, please write it or print it and
send the parcel back to us.
**For customer remorse (This happens when
the customer purchased the wrong product, it doesn't fit, or they no longer
want the item): It is the customer's responsibility
for return the product safely. The
customer needs pay the shipping cost to return.
Thanks for purchasing our products.
We offer a money back guarantee on all purchases made on our website, but under certain conditions.
We invite you to read the conditions explained in more detail below, in order to seethe condition that applies to your situation, while following the correct procedure.
If you are unhappy with the product that
you have purchased from us, please let us know.
Our Returns & Refunds Policy gives you 30
days to return or exchange for products purchased online with a valid receipt.
You are eligible for a refund within 30 calendar days of delivery.
After the 30 day period, we cannot offer
you a refund or exchange. We encourage our customers to try the product in the
first 30 days after delivery to ensure it meets your needs.
To be eligible for a refund or exchange,
all physical products must be packed in the original, unmarked packaging
including any accessories, labels, free gifts, bonus item, manuals and
documentation that shipped with the product.
If the article is returned unopened in the
original box, we will exchange it or offer you a refund based on your original
method of payment excluding any shipping charges (other than the original shipping
costs invoiced).
If you have any further questions or would
like to request a refund, please do not hesitate to contact us. Refunds (if applicable) Once your returned
article is received and inspected, we will send you an email to notify you that
we have received your returned article. We will also inform you if your refund
has been approved or refused.
If your request is approved, your refund
will be processed, and a credit will automatically be applied to your credit
card or original payment method within 14 calendar days. If you have paid for
the standard delivery of the goods, the cost of standard delivery will also be
refunded.
Credit Card Service Fee (Non-Refundable) — For Customer Remorse
Credit card processing fees charged by the payment gateway provider are not refunded.
Although we cover the credit card service fee for successful transactions, this fee is not returned to us when a transaction is refunded due to customer remorse.
When we issue a refund (full or partial), the payment gateway and the bank retain the original processing fee for the entire original transaction amount. This policy applies to both full and partial refunds because payment processing costs occur even if a transaction is later refunded.
Therefore, the credit card processing fee (approximately 3.4% + NZD $0.45) of the original full payment amount will be deducted from the refund total for customer remorse returns.
Return Process
To return an item, please contact us for a
RMA number before you send the parcel. After
you get the RMA number from us, please place the product securely in its
original packaging and include your proof of purchase, and write the RMA
number outside the parcel, then mail your return to us:
Please do ask for signature required shipping
and let us know when the parcel out for delivery. (especially small
items).