Returns and Refund Policy
Returns & Refund Policy
At Yourstore, we want you to be completely satisfied with your purchase. We’re committed to providing high-quality products and reputable brands backed by full manufacturer warranties.
If for any reason you’re not happy with your order, here’s how our returns and refund process works:
14-Day Return Policy
You have 14 days from receiving your item to request a return.
To qualify:
Items must be in the same condition as received — unused, unworn, with tags, and in original packaging.
Proof of purchase (receipt or invoice) is required.
To start a return, please contact us at shop@yourstore.nz or call 0800 111 688.
Please note: items sent back without contacting us first will not be accepted.
Damages & Issues
Please inspect your order upon arrival. If your item is damaged, defective, or incorrect, contact us immediately so we can evaluate and make it right.
Non-Returnable Items
For safety and compliance reasons, some products cannot be returned:
Wood burners that have been unpackaged and/or installed
Spa pools and swim spas
Custom-made products
Sale items and gift cards
If you’re unsure about your item, get in touch before returning.
Exchanges
The fastest way to exchange is to contact us, return the original product, and then place a new order once your return is accepted.
If you ordered the wrong item, we can exchange it (shipping fees apply).
Exchanges to other products are also possible.
Refunds
Once we’ve received and inspected your return, we’ll confirm whether your refund is approved.
Approved refunds will be processed to your original payment method within 10 business days.
Your bank or credit card provider may take additional time to clear the funds.
If more than 15 business days have passed since approval, please contact us.
Refunds are offered when items are damaged in transit, defective, or cannot be repaired/replaced.
Refunds are not offered for change of mind.
Additional Notes
Shipping fees are non-refundable.
All returns must be postmarked within 14 days of purchase.
Returned items must be in new condition with all original tags and packaging.
✅ Our Promise: We stand by our products and aim to make every purchase with Yourstore stress-free and reliable.
If you have any questions about the return and refund policy, please contact us at shop@yourstore.nz or 0800 111 688