Document status: DRAFT for owner and legal review. Return and refund details will be finalised, and practical return processes confirmed, before the store opens.
1. Faulty, damaged or incorrect goods
Under the Consumer Guarantees Act 1993, the goods we supply must be of acceptable quality, fit for their purpose and match their description. If goods are faulty, arrive damaged, or are not what you ordered, you are entitled to a remedy under that Act — including repair, replacement or refund in the appropriate circumstances.
If you receive a faulty, damaged or incorrect item, please contact us promptly via our Contact page. We’ll work with you to put it right, in line with your rights under consumer law. We may ask for photos or details to help resolve the issue, and we will confirm the return steps with you.
2. Change-of-mind returns
Whether we offer returns for change of mind (where goods are simply no longer wanted) is a separate business decision and is still under consideration. This policy will be updated to confirm whether change-of-mind returns are offered, and on what terms, before the store opens. Unless and until we confirm a change-of-mind policy, refunds for change of mind are not available.
3. Order cancellations
You may cancel an order before it is dispatched. Once goods have been dispatched, our returns policy applies rather than a free cancellation. If you have already paid and we cancel your order, we will refund the amount you paid.
4. Refunds
Where a refund is due, we will refund the amount you paid for the relevant goods (including any applicable GST) to the original payment method. Refund processing timeframes are not yet committed and will be published here once confirmed. We will keep you informed of progress.
5. How to return goods
Specific return instructions, including any return address, will be provided when we confirm a return with you. Please do not send goods back before we have agreed the return steps, unless we ask you to.
6. Your rights are not limited
Nothing in this policy limits your rights under New Zealand consumer law, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Where goods are bought for the purposes of a business, the consumer guarantees generally do not apply.
7. Contact us
For any return or refund question, please see our Contact page or read our Terms & Conditions.