RETURN AND REFUND POLICY

RETURN WINDOW

We have a 14-Days Return Policy, which means that all customers are entitled to a Return Window of 14 Days, starting from the date of receiving the product, also called the Order Delivery Date.

REFUND ELIGIBILITY

To be eligible for a refund, the return request must be initiated within the return window described above. In addition, the returned item must be in the same condition that you received it, completely unused, with tags, and in its original packaging. Any signs of usage or damage of the product will lead to rejection of the refund request.

DAMAGES AND ISSUES

We encourage all customers to inspect their order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. All you need to do is send an email to shop@thegoodstore.co.nz

EXCEPTIONS AND NON-RETURNABLE ITEMS

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Due to the nature of the products that we sell, we will not be able to replace or refund unwanted items if they have been opened or any seals are broken.

HOW TO INITIATE A RETURN REQUEST

To start a return, you must contact us via email, clearly mentioning the order number and the reason for returning the product. Once your return request is accepted, you will be notified via email and we will send you instructions on how and where to send your package. Any items sent back to us without first requesting a return will not be accepted or refunded.

EXCHANGES

If you wish to exchange an item, we recommend that you contact us via email. The team will guide you on how the exchange will be arranged. In case an exchange cannot be facilitated at your location, the team will advise you to return the item you have, and once the return is accepted, make a separate purchase for the new item.

ORDER CANCELLATION

Any requests for cancellation of orders must be placed within 24 hours of placing the order. If the order is already shipped, we might levy a cancellation charge of 25-100%, depending on the case.

REFUND PROCESS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Depending on the payment method and issuing bank, this process could take anywhere between 4-12 business days, excluding bank holidays. In the case of return requests, the refund amount will not include the cost of delivery or return postage, or any import duties, if applicable.

We reserve the right to alter and update this policy at any time without having to serve a prior notice to our customers. You can always contact us for any return question at shop@thegoodstore.co.nz