Refund policy

Returns Policy
Effective Date: October 2026

At iShop, customer satisfaction is a top priority. If you are not completely satisfied with your purchase, we are here to help.

Your rights under New Zealand law. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product is faulty, not as described, or not of acceptable quality, you are entitled to a repair, replacement or refund under New Zealand law.

1. Change-of-mind returns

Change-of-mind returns are accepted if you contact us within 30 days of receiving your order and:

  • The item is unused, unopened, and in original condition with all packaging intact.
  • You provide proof of purchase (receipt or order number).

Items returned opened, damaged, or not in original condition may be refused or subject to a 15% restocking fee. For change-of-mind returns, you are responsible for arranging and paying for the return courier.

Please contact us before sending anything back. Our orders ship from our New Zealand suppliers' warehouses, so we'll give you the right return address and a returns number.

2. Items we can't accept as change-of-mind returns

The following items can't be returned for a change of mind, but are still covered if they are faulty:

  • Opened earphones, headphones, or other hygiene-related products.
  • Digital downloads or software.
  • Gift cards or vouchers.
  • Clearance or sale items marked "Final Sale", "EOL", "Clearance" or similar.

3. Faulty, damaged or incorrect products

  • If your item arrives damaged or is the wrong item, please contact us within 7 days of delivery so we can sort it out quickly with the courier.
  • If a product develops a fault later, contact us as soon as you notice it. Your rights under the Consumer Guarantees Act are not limited to 7 or 30 days.
  • Please include your order number, a description of the problem, and photos or a video if you can.
  • We'll arrange a repair, replacement or refund at no cost to you, including return shipping.

4. Refunds

  • Approved refunds are processed to your original payment method.
  • Refunds typically appear within 5–10 business days after approval.
  • Original shipping costs are refunded when an item is faulty, damaged or incorrect. They are not refunded for change-of-mind returns.

5. To start a return

Email support@ishopnz.co.nz or use our contact form with your order number and the reason for the return. We'll reply within one business day with the return address and next steps.

iShop NZ is operated by iShop Limited, NZBN 9429053106865.