Refunds and returns

Last updated September 15, 2026

Contact theteam@customersupport.care before returning a product. For an unresolved return issue, email caseresolution@customersupport.care.

Order cancellations

Contact us within 12 hours if you need to cancel or change a paid order. Orders can be cancelled before packing and shipping start. Our voluntary cancellation policy includes a 12.5% service and processing fee. This fee does not apply where a full refund is required by law, including a qualifying cancellation because we cannot ship on time.

Voluntary returns

You may request a return within 15 days of the original purchase. Keep the original packaging and your receipt or order confirmation. Purchases from third-party retailers cannot be returned through this store.

For change-of-mind returns, including an incorrect size, no longer needing the item or finding a different price, a $45 per-order handling deduction applies. You pay return shipping to the original dispatch warehouse. Original handling and shipping charges are not included in the voluntary refund. Contact us first for eligibility and the correct return address.

Refund processing

Eligible refunds are processed 24–48 hours after the returned item is received. Refunds go to the original payment method, or store credit if you request it. Your payment provider may take additional time to show the refund.

Damaged, incorrect or missing goods

Contact us promptly with your order reference and a description of the problem. Include photos where useful. We will assess the issue and arrange the appropriate remedy. The voluntary-return deductions above do not limit remedies for faulty, incorrect or undelivered goods under applicable law.

Your legal rights

This voluntary policy does not exclude or limit rights that cannot lawfully be excluded under New Zealand consumer law. For shipping delays, see our shipping policy.