Refunds & Returns

Last updated 7 September 2026.

Your consumer rights

Your rights under New Zealand consumer law apply alongside this policy. The change-of-mind time limit, original-packaging conditions and fees below do not restrict remedies for faulty, damaged, incorrect or otherwise non-compliant goods. See Consumer Protection’s guide to the Consumer Guarantees Act.

Damaged, incorrect or missing orders

Contact us promptly with your order number and details. We may ask for photographs or further information so we can check what happened. We cover return postage for damaged or faulty goods and arrange the appropriate remedy. Contact us if the wrong item arrives, parts are missing or your order does not arrive.

Changing or cancelling an order

Contact us as soon as possible, ideally within 12 hours of payment. Once packing and shipping begin, cancellation may no longer be possible. For a voluntary cancellation, the published store policy applies a 12.5% service and processing fee. This fee does not apply where a statutory remedy requires a refund.

Change-of-mind returns

The store offers a voluntary return window of 15 days from the original purchase. This covers finding a better price, changing your mind, unsuitable fit, no longer needing the item or ordering the wrong item.

• The product must have been purchased from this website within the last 15 days.
• Keep the original packaging and your receipt, order confirmation or other proof of purchase.
• A NZ$39 packing and handling amount per order is non-refundable under this voluntary policy.
• You pay return postage using a tracked service to the original dispatch warehouse. Contact us first for the correct return address.
• Purchases from third-party retailers must be returned through that retailer.

The original handling and shipping charges are excluded from a voluntary change-of-mind refund. These conditions do not limit your consumer rights for faulty or non-compliant goods.

Starting a return

Email theteam@customersupport.care with your order number, reason for return and any relevant photographs. We will confirm the return steps. Do not send goods to an administration address.

Refund processing

The published processing target is 24 to 48 hours after the returned item is received and checked. Refunds go to the original payment method. Account credit may be arranged if you request it. Your bank or payment provider may take additional time to show the refund.