Returns & Refunds

Your Consumer Rights

Your rights as a consumer in New Zealand are protected by the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986. These rights apply regardless of any store policy — nothing in this page limits or replaces those rights.

Under the CGA, products must be of acceptable quality, fit for purpose, and match their description. If a product fails to meet these guarantees, you are entitled to a remedy — which may include repair, replacement, or refund depending on the nature of the failure.

Eligible Returns

We accept returns in the following circumstances:

• The item arrived damaged or defective (contact us within 48 hours of delivery with photos)
• The item is materially different from the description on our website
• The item does not meet a consumer guarantee under the CGA
• You received the wrong item

Non-Eligible Returns

The following are generally not eligible for return or refund:

• Change of mind — please ensure you check dimensions, colours, and materials carefully before ordering
• Damage caused by misuse, improper assembly, or failure to follow care instructions
• Items that have been assembled and show signs of use beyond initial inspection
• Items ordered to custom or special specifications
• Normal wear and tear after use

Note: change-of-mind exclusions do not override your rights under the Consumer Guarantees Act.

How to Initiate a Return

1. 1

   Contact us first

   Before returning anything, get in touch by email or phone. Please do not send items back without prior authorisation — unauthorised returns may not be accepted.

2. 2

   Provide your details

   Have your order number, a description of the issue, and clear photographs of the item (and packaging if damaged in transit) ready.

3. 3

   We will advise next steps

   Once we have reviewed your case, we will contact you with return instructions, an authorisation number, and the return address.

4. 4

   Send the item back

   Return the item in its original packaging where possible. Customers are responsible for return freight costs unless the return is due to a fault or error on our part.

5. 5

   Refund or replacement

   Once we receive and inspect the returned item, we will process your refund or send a replacement within 5–10 business days.

Refund Details