Refunds & Returns

Last updated 7 September 2026. This policy sets out your rights as a consumer buying from us in New Zealand.

Your consumer guarantees

Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. Goods must be of acceptable quality, fit for the purpose they are sold for and match their description. If something goes wrong you are entitled to a repair, a replacement or a refund depending on how serious the failure is, and to compensation for any other reasonably foreseeable loss or damage.

These guarantees apply to everything we sell and they are not affected by anything else on this page.

Changing your mind

New Zealand has no general cooling-off period for an online purchase, so a change of mind is covered by this shop's own policy below rather than by statute. Your consumer guarantees are separate, they always apply, and nothing in this policy reduces them.

You can return a product within 15 days of buying it for an exchange or a refund if you have simply changed your mind, found a better price, ordered the wrong item, no longer need it, or it does not fit.

The item has to come back unused and in a resaleable condition, in its original packaging, with proof of purchase. You pay the cost of sending it back, and you send it to the warehouse your parcel came from. Email admin@customersupport.care with your order number first and we will tell you where that is.

There is no fee for changing your mind. You pay the return postage and nothing else.

Cancelling an order

Any order can be cancelled, free of charge, at any time before it ships. Most orders ship within 24 hours, so contact us as soon as you can and we will stop it if we still can.

Once the packing and shipping process has started an order cannot be cancelled, and the return above is what applies instead.

If something arrives faulty, damaged or not as described

That is on us, not on you. Send us a photograph and your order number and we will put it right: a repair, a replacement or a refund, and we pay the return postage. No fee of any kind applies, and the 15-day window above is not a limit on this.

How refunds are paid

Refunds are processed 24 to 48 hours after the returned item reaches us. The money goes back to the way you paid, or we can hold it as credit against a future purchase if you would rather.

Getting in touch

Email admin@customersupport.care with your order number. We answer most emails within one business day.