Shipping, Returns & Refunds

This page explains how delivery, returns, warranty claims, cancellations and refunds work. It forms part of our Terms & Conditions.

Shipping

• We deliver throughout New Zealand. We do not currently ship overseas.
• Most orders are dispatched within 1 business day of payment and arrive within 1–3 business days depending on location. Rural addresses can take 1–2 extra business days.
• Shipping is a flat $9.90 on orders under $750. Orders over $750 ship free.
• You'll receive a tracking link by email when your order ships.
• Delivery times are estimates. Stock sometimes has to come from our supplier and can take longer; if there is a significant delay we'll tell you.

Please check your goods when they arrive. If a parcel is damaged, or something is missing or wrong, contact us within 3 business days and keep the packaging so we can sort it out with the courier.

Faulty or incorrect products

If a product is faulty, not as described, or not what you ordered, you are entitled to a remedy under the Consumer Guarantees Act 1993 (for personal and household purchases) and the manufacturer's warranty. Contact us with your order number and a description of the problem, and we will:

• help you diagnose it where we can;
• arrange a repair, replacement or refund as the law and the warranty provide; and
• cover the reasonable cost of returning a faulty product to us.

Please don't send anything back before we've agreed how, because unsolicited returns can get lost or delayed.

Change of mind

New Zealand law doesn't give a right to return goods just because you've changed your mind, and most of what we sell is supplied to order. We understand mistakes happen, though, so contact us within 7 days of delivery. If the product is unused, unopened, in its original packaging and still returnable to our supplier, we will usually be able to accept it. You pay the cost of returning it, and a restocking fee of up to 15% may apply. Software, opened consumables and made-to-order or special-order items cannot be returned for change of mind.

Cancelling an order

Orders can't be cancelled on the website. Contact us with your order number as soon as possible. If the order hasn't been dispatched we'll cancel it and refund you in full. After dispatch, the change-of-mind terms above apply.

Refunds

Refunds go back to the card or payment method you paid with. Once we've approved a refund it normally reaches your account within 5–10 business days, depending on your bank. We can't refund to a different card or account. Original shipping is refunded when an order is cancelled before dispatch or the product was faulty or not as described.

Contact us

Phone 021 293 0767, email , or use our contact page. Please quote your order number.