Refund policy

Return & Refund Policy

Last Updated: 13 June 2026

Thank you for shopping with us.

We strive to provide quality products and excellent customer service. If something is not right with your order, we will work with you to find a fair and reasonable solution.

This policy explains your rights and our procedures for returns, exchanges, repairs, replacements, and refunds.

1. Your Rights Under New Zealand Consumer Law

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993 (CGA), Fair Trading Act 1986, or any other applicable New Zealand laws.

If a product:

  • Is faulty or defective;

  • Is not of acceptable quality;

  • Does not match its description;

  • Is not fit for its intended purpose;

you may be entitled to a repair, replacement, or refund in accordance with the Consumer Guarantees Act.

Where a failure is substantial or cannot be remedied within a reasonable time, you may choose a refund or replacement as provided by law.

2. Change of Mind Returns

If you change your mind about a purchase, we may accept a return within 7 days of delivery, subject to the following conditions:

  • The product is unused and unopened.

  • The product remains in its original packaging.

  • All accessories, manuals, cables, and included items are returned.

  • The product is in a resalable condition.

  • Proof of purchase is provided.

  • Return approval is obtained before sending the product back.

Once the returned item has been received and inspected, any approved refund will be processed to the original payment method.

Please Note

The following charges are non-refundable:

  • Original shipping charges.

  • Express delivery charges.

  • Installation or setup fees.

  • Return shipping costs.

  • Third-party payment processing fees where permitted by law.

3. Free Shipping Orders

Orders with a value of NZD $299 or more qualify for free standard shipping within New Zealand.

If a return or partial refund reduces the remaining order value below NZD $299, we reserve the right to deduct the original shipping cost from the refund amount.

This condition applies only to change-of-mind returns and does not affect your rights under the Consumer Guarantees Act.

4. Restocking and Administration Fee

For approved change-of-mind returns, a 10% Restocking and Administration Fee may be deducted from the refund amount.

This fee helps cover:

  • Product inspection and testing

  • Repackaging and handling

  • Inventory processing

  • Payment transaction fees

  • Administrative and customer service costs

The fee applies only to change-of-mind returns.

No restocking or administration fee will be charged where a refund, repair, or replacement is required under the Consumer Guarantees Act.

Any applicable fee will be confirmed before processing the return.

5. Items Not Eligible for Change of Mind Returns

Unless required under the Consumer Guarantees Act, we cannot accept change-of-mind returns for:

  • Products that have been opened, used, installed, activated, or modified.

  • Special-order, customised, personalised, or made-to-order products.

  • Clearance, end-of-line, or final sale items.

  • Software products.

  • Digital downloads.

  • Product activation keys or licence codes.

  • Gift cards, vouchers, or store credits.

  • Subscription services.

  • Personal care or hygiene products after opening.

  • Earphones, earbuds, headsets, microphones, and similar products once packaging has been opened.

  • Products damaged due to misuse, neglect, accidents, or improper installation.

  • Products returned without proof of purchase.

6. Dead on Arrival (DOA) Products

If a product arrives faulty, non-functional, or defective upon delivery, please contact us within 7 days of receiving your order.

To assist with assessment, please provide:

  • Order number

  • Description of the fault

  • Photos and/or videos showing the issue

  • Photos of the packaging if applicable

Once verified, we may offer:

  • Replacement

  • Repair

  • Refund

depending on the circumstances and applicable consumer rights.

7. Damaged in Transit

If your order arrives damaged during shipping, please contact us as soon as possible and preferably within 7 days of delivery.

Please provide:

  • Your order number

  • Photos of the damaged item

  • Photos of the packaging

  • Photos showing any visible shipping damage

  • Delivery date information

After assessment, we will determine the most appropriate solution, which may include:

  • Replacement

  • Repair

  • Refund

  • Freight claim assistance

8. Faulty Products and Warranty Claims

If a product develops a fault during normal use, please contact us for assistance.

Depending on the product and nature of the fault, we may:

  • Provide troubleshooting support

  • Arrange inspection or testing

  • Facilitate manufacturer warranty service

  • Repair the product

  • Replace the product

  • Provide a refund where required under applicable law

Products may need to be assessed before a remedy can be provided.

9. Return Shipping

Change of Mind Returns

Customers are responsible for:

  • Return freight costs

  • Insurance (if desired)

  • Safe packaging of returned products

We recommend using a tracked courier service.

We are not responsible for products lost or damaged during return transit.

Faulty, Damaged, or Incorrectly Supplied Products

Where required by New Zealand consumer law, reasonable return shipping costs may be reimbursed or covered by us.

10. Refund Processing

Approved refunds will be issued to the original payment method used for the purchase.

Please allow:

  • 1–3 business days for inspection and approval

  • 3–10 business days for the refund to appear in your account, depending on your bank or payment provider

Refund timing may vary depending on the payment method used.

11. Order Cancellations

Orders may be cancelled before dispatch.

If payment has already been processed, any applicable payment processing fees charged by third-party providers may be deducted from the refund where permitted by law.

Once an order has been shipped, it will be treated under this Return & Refund Policy.

12. How to Request a Return

To request a return, exchange, warranty claim, or refund, please contact us with:

  • Full name

  • Order number

  • Product name

  • Reason for return

  • Supporting photos or videos (if applicable)

Email:

lzzhdfq11@gmail.com

We aim to respond to all return enquiries within 1–2 business days.

13. Contact Us

If you have any questions regarding returns, exchanges, refunds, warranties, or your rights under New Zealand consumer law, please contact us:

Email: lzzhdfq11@gmail.com

Business Hours:
Monday – Friday
9:00 AM – 5:00 PM (New Zealand Time)

We appreciate your business and will do our best to resolve any issues promptly and fairly.