Refund policy

Returns & Refunds Policy (New Zealand – CGA Compliant)

1. Overview
We comply with the Consumer Guarantees Act 1993 and Fair Trading Act 1986. Nothing in this policy limits your rights under New Zealand law.

2. Change of Mind Returns
We do not offer refunds or exchanges for change of mind, incorrect choice, or accidental purchases unless otherwise stated at the time of sale.

This includes (but is not limited to):

  • Wrong size or colour selection
  • No longer wanting the item
  • Found cheaper elsewhere

Customers are responsible for ensuring products meet their requirements before purchase.

3. Faulty or Defective Products
If a product is faulty, not of acceptable quality, or not as described, you are entitled to a remedy under the CGA.

Depending on the issue, we will (at our discretion and in line with the CGA):

  • Repair the product
  • Replace the product
  • Provide a refund if repair or replacement is not possible or reasonable

We may request proof of purchase and evidence of the fault.

4. Assessment of Claims
All returns will be assessed before any remedy is approved. We reserve the right to:

  • Inspect returned goods
  • Request further information
  • Determine whether the issue is a manufacturing fault or damage caused by misuse, incorrect use, or normal wear and tear

5. Exclusions (where applicable under law)
We are not required to provide a remedy where:

  • Damage is caused by misuse, neglect, or improper installation
  • The issue is due to fair wear and tear
  • The customer was informed of a fault prior to purchase
  • The product was modified after purchase

6. Return Process
To request a return:

  1. Contact us within a reasonable time of discovering the issue
  2. Provide proof of purchase
  3. Provide photos or evidence if requested

Do not return goods without prior approval.

7. Return Shipping

  • If the product is confirmed faulty, we will cover reasonable return shipping costs.
  • If the return is not a valid CGA claim, the customer is responsible for shipping costs.

8. Timeframes
We aim to assess return requests within a reasonable timeframe after receiving all required information and/or the returned product.

9. Contact
All return requests must be submitted to:
[Your business email / contact details]