Returns and refund policy
Returns & Refunds Policy
We want you to be completely satisfied with your purchase. If for any reason you are not, our team is here to help.
14-Day Return Policy
You have 14 days from the date you receive your item to request a return. To qualify, the item must be in the same condition as when it arrived — unused, unworn, with tags attached, and in its original packaging. Proof of purchase is required.
To start a return, please contact us first at shop@yourstore.nz or freephone 0800 111 688. Items sent back without prior approval will not be accepted.
Damages and Issues
Please inspect your order as soon as it arrives. If an item is defective, damaged, or incorrect, contact us immediately so we can put it right.
Exceptions / Non-Returnable Items
Some items cannot be returned. These include:
Wood burners that have been unpacked or installed
Spa pools and swim spas
Custom-made products
Sale items and gift cards
If you’re unsure whether your item qualifies, please get in touch before returning it.
Exchanges
The quickest way to get what you need is to contact us, return the original item once approved, and then place a new order. If you ordered the wrong product, we can exchange it, but additional shipping charges may apply.
Refunds
Once we receive and inspect your return, we’ll notify you if it has been approved. Approved refunds will be processed back to your original payment method within 10 business days. Please note that banks and card providers may take extra time to clear the funds.
If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at shop@yourstore.nz.
Refunds are provided if your item is damaged in transit or defective and cannot be repaired or replaced. Refunds are not available for change of mind. Shipping fees are non-refundable.
Returns Process
All returns must be postmarked within 14 days of purchase. Returned items must be in new, unused condition with original tags and packaging. Please contact us first to arrange the return:
📧 shop@yourstore.nz
📞 0800 111 688