RETURNS

Can I Return My Product?

We want you to be completely satisfied with your purchase. That’s why we offer a 14-day return window starting from the day you receive your order. To initiate a return, please contact our customer service team via email at mail@nz-ecommerce.com and include your order number.

Return Conditions:

1. Products must be returned in their original condition and original packaging.  
2. Products must not be used or damaged.  
3. We generally do not provide pre-paid return labels.

Once we receive and inspect your return, we will issue a full refund of your purchase amount. Please allow up to 7 business days for the refund to be processed.

Returns of Sale Items:

Items on sale that have already been shipped or received are subject to a 30% restocking fee if returned within the 14-day window. No refunds will be issued after 14 days.

Please note: The restocking fee is only waived if the item arrives damaged or defective. Returns for personal reasons are subject to the 30% fee. In some cases, we may provide a shipping label depending on your location, but in most cases, you will be responsible for sending the return to the address we provide via email.

Free Shipping Returns:

If your order included free shipping, this simply means we did not charge you for it. However, if you return your item under our return policy, your refund will be issued minus the actual shipping costs incurred on our end.  
Example: If your order was €100 and shipping cost us €10, your refund would be €90.

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Defective on Arrival Policy (DOA)

We understand our products can be a significant investment. That’s why we take every possible step to ensure they are complete and fully functional before leaving our facility. All items are carefully inspected to confirm that all components are included and that everything works as expected.

However, if your product arrives defective, you must report it to us within 24 hours of delivery. We will then work with you to arrange a replacement, under the following conditions:

- The product must be returned in the same condition it was received – unmodified, unopened, and untouched internally.  
- If the packaging was damaged by the delivery carrier, this is unfortunately beyond our control. However, if the product itself suffered catastrophic damage that affects functionality, we will provide a free replacement unit, once you provide clear evidence of the damage.
- You are responsible for sending the damaged item back to us. The replacement will be shipped out after the return is confirmed and tracking information is updated on our end.

Each case will be reviewed individually, and we promise to handle your situation with care and fairness.

We reserve the right to deny refunds or claims if we have reasonable evidence that a request is fraudulent or outside the terms of this policy.