Refund policy
REFUND POLICY 2025
Changes and Errors
• We strive for 100% accuracy; however, errors may occur.
• Pricing, product availability, and promotional offers are subject to change without prior notice.
• We reserve the right to correct typographical, photographic, technical, or supplier-related errors.
• Products and packaging depicted may differ from stock available at the time of shipment.
• We do not substitute products without customer approval.
If an item becomes unavailable, we will contact you to offer available options, which may include waiting for stock, a credit note, or a refund.
Pricing
• All prices are displayed in New Zealand Dollars (NZD).
• Prices include GST unless otherwise stated.
• Prices, promotions, and product availability are subject to change without notice.
• If a pricing error occurs, we reserve the right to cancel or amend the order.
• Where payment has already been processed for a pricing error, a refund or credit will be issued.
• Items priced at less than 25% of their standard retail price are considered pricing errors and will not be honoured.
Availability
• Website stock indications are based on our inventory system and do not guarantee availability.
• If stock is unavailable, we will contact you to discuss available options.
Refund Policy
Refunds and remedies are handled in accordance with:
• Consumer Guarantees Act 1993 (CGA)
• Fair Trading Act 1986 (FTA)
Refund Requests
• Refund or credit requests must be submitted via email only.
• Refunds are not issued automatically.
• Requests are reviewed on a case-by-case basis.
Change of Mind
• No refunds are provided for change-of-mind purchases except at our sole discretion.
• Where approved:
– A credit note will generally be issued
– Merchant / transaction fees may be deducted
– Handling or cancellation fees may apply
Processing Timeframes
• Approved discretionary refunds may take up to 5 business days to process.
• Where a refund is required under New Zealand consumer law, it will be processed promptly.
(Bank and payment processor timeframes remain outside our control.)
Unavailable Products
If we cannot fulfil a product:
• We will contact you to offer available options, including waiting for stock, credit, or refund.
Dispatch & Delivery Timeframes
• Dispatch and delivery timeframes are estimates only.
• We use NZ Couriers.
• While many deliveries arrive overnight, overnight delivery is not guaranteed.
• Delays may occur due to freight networks, peak periods, or circumstances beyond our control.
Transit & Damage Claims
We package goods carefully for freight conditions.
Under the Consumer Guarantees Act, we remain responsible for goods until delivery is completed.
Delivery Conditions
• Alcohol deliveries require a signature
• Goods must be received by a person 18 years or older
• Authority to Leave (ATL) is not permitted for R18 items
Claims may be declined where ATL instructions are used contrary to this policy.
Damaged Goods
If goods arrive damaged:
• Photograph the goods immediately
• Multiple angles recommended
• Photos before unpacking preferred
• Claims must be submitted within 24 business hours
• Claims submitted after 5 days may be considered unreasonable
Claims Handling
• Claims must be submitted via email
• Phone staff are not authorised to assess freight claims
• Claims are investigated Monday to Friday
Missing Parcels / Boxes
Orders may be shipped in multiple cartons.
• Check parcel numbering (e.g. 1/3)
• Review tracking link
Allow one additional business day before reporting missing parcels.
Missing Items
• Missing item claims must be made promptly.
• Claims submitted after 5 working days may be declined.
Where confirmed as our error:
• Credit note issued
• Refund available upon request
Replacements are generally considered only for items exceeding $90 value.
Goods Not Delivered
We use NZ Couriers.
• Delivery timeframes are estimates only.
• Overnight delivery is not guaranteed.
Investigations are initiated after reasonable transit time.
Resolution Options
Where delivery failure is confirmed:
• Credit
• Replacement
• Refund
If goods later arrive:
• Items must be returned if a refund or replacement has been issued.
Courier Limitations
Courier providers may decline claims involving:
• Glass breakage
• Consequential loss
Customers concerned about freight risk may select:
• Click & Collect
Click & Collect
• Collection hours: 10am to store close
• Customers must wait for pickup confirmation
• Bring valid ID and order confirmation
• Orders must be collected within 5 days
Preorder / Indent Products
(Applies only to products identified as Preorder / Indent / World’s Finest Drops.)
Deposits
• Deposits secure allocation.
• Deposits are not refundable for change of mind.
Balance Payment
• Balance payable within 7 days of NZ arrival notification.
Non-Payment
• Orders unpaid after 14 days may be cancelled.
• Deposits may be retained to recover reasonable losses.
Losses may include supplier commitments, foreign exchange exposure, administration, financing, storage, and resale risk.
Supply Failure (Pre-orders Only)
If we cannot supply a preorder/indent product:
• Full refund of payments made
Consumer Rights
Nothing in this policy limits rights under New Zealand law.