Refund policy

Returns & Refund Policy

At Brands.co.nz, we want you to be happy with your purchase. This policy outlines how we handle returns for change of mind, as well as our commitments to you under the New Zealand Consumer Guarantees Act 1993.

1. Change of Mind Returns

We offer a 60-day return period for most items if you change your mind. If 60 days have passed since your purchase, we are unable to offer an exchange or store credit for a change of mind.

Conditions for a Change of Mind Return: To be eligible for an exchange or store credit, your item must be:

  • Returned to us within 60 days of the purchase date.

  • Unused and in its original, sealed packaging. This includes any plastic wrap around fragrances, make-up, and cosmetics.

  • In the same condition that you received it.

  • Accompanied by a receipt or proof of purchase.

Exclusions (for Change of Mind): For health and hygiene reasons, we cannot accept change of mind returns for the following items if they have been opened:

  • Make-up and Cosmetics

  • Nail Polish

  • Fragrances

Additionally, Gift cards are not eligible for return.

Outcome for Change of Mind: For a successful change of mind return, we can offer an exchange for another product or a store credit. We do not offer refunds for change of mind.

Shipping Costs: You will be responsible for paying your own shipping costs for returning an item due to a change of mind. Original shipping costs are non-refundable.

2. Faulty, Damaged, or Incorrect Items (Your Consumer Guarantees)

Our goods come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993 (CGA). Your rights under the CGA are separate from and are not limited by our 60-day change of mind policy.

If you receive an item that is faulty, damaged, or not the item you ordered, please contact our Customer Service team immediately.

Items Damaged in Transit: If your order arrives damaged, please retain the box, packaging, and all contents. Contact us as soon as possible, ideally within 7 days of delivery, so we can arrange a solution for you.

Faulty Products: Under the CGA, if a product has a minor fault, we may choose to repair the item, replace it, or offer you a refund. If a product has a major fault, you have the right to choose a replacement or a full refund.

Incorrect Items: If we have sent you the wrong item, please contact us and we will arrange for the correct item to be sent to you and cover the cost of returning the incorrect item.

 

3. How to Process a Return

To return an item, please follow these steps:

Step 1: Contact Us First Get in touch with our Customer Service Team to initiate the return process.

  • Email: hello@brands.co.nz

Step 2: Provide Information To help us process your return quickly, please provide:

  • Your full name and order number.

  • For faulty or damaged items, please include a clear photo or video and a description of the issue.

Step 3: Ship Your Item Once instructed by our team, please send your item back to the address we provide.

  • Please do not send your purchase back to the manufacturer.

  • If you are shipping an item over $75, we recommend using a trackable shipping service, as we cannot guarantee we will receive your returned item.

Lost Parcels If you have not received your parcel within 7 working days of receiving your shipping confirmation, please contact us immediately so we can investigate with the courier.