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If there is a genuine defect (caused by us rather than damage in transit or by you) we will refund the item provided that:
There are certain situations where only partial refunds can be given (if applicable):
Once your returned item is received and inspected, we will email to let you know that we have received your item. We will also notify you of the approval or rejection of your refund or exchange.
We may require you to send us your bank account number for the return of funds. This information will never be stored or shared.
If asked to return your product, please mail/courier it to:
76 Malone Road, RD9, Whangarei 0179, New Zealand
Please note that this is a Rural Delivery address and an RD surcharge may need to be purchased. Please ensure that you include proof of purchase, your name and address, email and phone number, and reasons for the return. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
We only replace items if they are defective or damaged. Please email us if either of these situations occurs.
Unfortunately, packages occasionally get damaged in transit. If your package looks damaged in any way, please photograph the outside of the packaging. Then carefully open the package and photograph and describe any damage to the interior packaging and to the product itself.
Please contact us by email as soon as you can, and certainly within 3 days of receipt. We will need details of when and where it was delivered and photographs etc. so that we can make a claim with NZ Post or the courier. Email us the photographs and any other documentation so we can decide what to do next. Please keep all the original wrapping and packaging for when you send it back to us. We will work out the details of how we replace the item that was damaged.