Refunds and Returns

Last updated 2 September 2026. This page describes how this shop works in plain English. It is not legal advice.

Faulty, damaged or not as described

This is your statutory position and it is the important part of this page. Under the Consumer Guarantees Act 1993 the goods we sell you must be of acceptable quality, fit for the purpose they are sold for, and match how we described them. If they are not, you are entitled to a repair, a replacement or a refund, and we pay the return postage.

Email theteam@customersupport.care with your order number and a short description of the problem. If something arrived broken, a photograph of the item and the packaging helps us take it up with the courier, but it is not a condition of your rights.

Nothing on this page limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Changed your mind? Our own 15 day policy

New Zealand law does not give you a statutory cooling-off period for an online purchase. We would rather be straight about that than imply a right you do not have.

What we do offer, as our own policy, is 15 days from the date of purchase to change your mind. Email us within those 15 days, send the goods back unused, in their original packaging and with your order confirmation, and we refund what you paid for them less a $29 packing and handling fee per order. You pay the return postage, and the goods go back to the warehouse they were sent from. This applies to a better price found elsewhere, a change of mind, something that does not suit, something no longer needed, or the wrong item ordered.

Face coverings and breathing products are worn against the face, so we can only take those back unopened and unused.

We cannot accept returns of items bought from a third party retailer.

Cancelling an order

Any order can be cancelled until it is dispatched. Most orders are packed within 24 hours, so tell us within 12 hours if you can. A cancellation after payment carries a 12.5% service and processing fee. Once packing and shipping has started the order can no longer be cancelled, and the returns policy above applies instead.

Damaged in transit

If a parcel arrives damaged, email us with your order number and a photograph of the packaging and the item. We arrange a replacement or a refund and we cover the return postage.

Missing items or the wrong thing sent

Tell us and we fix it. If the parcel never arrives, arrives with parts missing, or contains something you did not order, that is ours to resolve and it costs you nothing.

How to return something

Email theteam@customersupport.care with your order number and what you would like to do. We reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back, so it reaches the right warehouse and is credited to your order.

We process refunds within 24 to 48 hours of the goods arriving back. Payment providers usually take a few further working days to show the money on your statement. Refunds go to the payment method you used, or can be held as credit against a future order if you would rather.

If we cannot agree

Email theteam@customersupport.care with your order number and the word "complaint" in the subject, and a person will look at it again from the start. If we still cannot resolve it, a consumer claim can be taken to the Disputes Tribunal. Your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 are not affected by anything on this page.