Refund policy

Returns and Refund Policy (New Zealand)

1. Our Commitment to Your Rights  
We fully comply with the New Zealand Consumer Guarantees Act (CGA), which protects your rights when products or services do not meet the required guarantees of acceptable quality, fitness for purpose, or match the description provided. If your product is faulty, unsafe, does not match its description, or is not fit for its intended purpose, you are entitled to a remedy. Depending on the circumstances, this may include repair, replacement, or refund in accordance with your rights under the CGA.

2. Returns for Change of Mind  
We do not offer refunds, exchanges, or returns for a change of mind. This policy does not affect your rights under the CGA, including your right to a remedy for faulty or non-compliant goods.

3. Returning Faulty or Non-Compliant Goods  
If your item is faulty or does not meet CGA guarantees:  
- Please contact us as soon as possible and provide proof of purchase.  
- While returning the item in its original packaging with all accessories is helpful and appreciated, it is not a legal requirement under the CGA. We will not deny you a remedy solely because packaging or tags are missing when the fault is not your responsibility.  
- We will assess your claim and provide the appropriate remedy as required by the CGA.

4. Exclusions  
We do not accept returns for items excluded under the CGA, such as products damaged by misuse, or that have deteriorated due to normal wear and tear. Certain items, including perishable goods (such as food or flowers), custom or personalized products, and hazardous materials, are also excluded from returns.

5. Return Shipping Costs  
If your return is due to a fault covered by the CGA, we will cover the reasonable cost of return shipping. If the return is not because of a fault covered under the CGA (e.g., change of mind), you will be responsible for any return shipping costs.

6. Refunds  
Once we receive and inspect your returned item, we will notify you of the outcome. If your refund is approved, we will process it to your original payment method within 10 business days. Please note that in some cases, additional time may be needed to complete the refund process.

7. Contact Us  
For any questions or to initiate a return, please contact us at kev@xoxcollectables.co.nz or you can contact us via our Contact Form: https://www.xoxcollectables.co.nz/pages/contact. Please wait for our instructions before sending any items back. If applicable, we will provide further instructions and a prepaid shipping label for your return.