Return & Refund Policy

Last updated: 7/09/2026

At [Business Name], we want you to be happy with your purchase. This Return & Refund Policy explains when we accept returns, exchanges and refunds and is intended to comply with applicable New Zealand consumer law, including the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986.

1. Change-of-Mind Returns

We accept change-of-mind returns within 14 days of purchase, provided that:

  • The item is unused and in its original condition.
  • The item is returned with its original packaging, tags and accessories where applicable.
  • You provide proof of purchase, such as an order number, receipt or other reasonable evidence of purchase.
  • The item is not excluded from our change-of-mind return policy under the exclusions below.

For eligible change-of-mind returns, you may choose [a refund to the original payment method / an exchange / store credit].

Unless otherwise required by law, original shipping and return delivery costs for change-of-mind returns are the customer's responsibility.

New Zealand law does not generally require a retailer to accept a return simply because a customer has changed their mind. Any change-of-mind return offered by us is therefore subject to the terms of this policy.

2. Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged, unsafe, does not match its description, is not fit for its intended purpose, or otherwise does not meet the guarantees required by the Consumer Guarantees Act 1993, please contact us as soon as reasonably possible.

Depending on the circumstances and the nature of the problem, we may provide a:

  • Repair;
  • Replacement; or
  • Refund.

Where the problem is substantial, cannot be remedied within a reasonable time, or otherwise qualifies for rejection under the CGA, you may have the right to reject the product and choose a refund or replacement.

3. Products Damaged After Purchase

We may decline a return or refund where a product has been damaged because of misuse, accidental damage, improper installation, failure to follow instructions, normal wear and tear, or other damage caused by the customer.

This does not affect any rights you may have under the Consumer Guarantees Act where the product itself failed to meet the required consumer guarantees.

4. Exclusions From Change-of-Mind Returns

For change-of-mind returns, the following products are [not eligible for return / subject to additional conditions]:

  • Personalised or customised products;
  • Products made specifically to a customer's requirements;
  • [Perishable goods];
  • [Opened or used hygiene-sensitive products];
  • [Gift cards];
  • [Other exclusions].

These exclusions do not apply where the product is faulty, defective, unsafe, misdescribed, or otherwise covered by a customer's rights under applicable New Zealand consumer law.

5. How to Request a Return

To request a return, please contact us at:

Email: info@swiftcollectibles.co.nz

Please provide:

  • Your name and contact details;
  • Order number or proof of purchase;
  • The product you wish to return;
  • The reason for the return; and
  • Photographs or other information about any damage or fault, where applicable.

We may ask for additional information so that we can assess the return and determine the appropriate remedy.

6. Return Shipping

For approved change-of-mind returns, the customer is responsible for return shipping costs unless we agree otherwise.

Where a product is confirmed to be faulty or otherwise fails to meet the guarantees under the Consumer Guarantees Act, we will meet our legal obligations regarding reasonable return or related costs.

7. Refunds

Once your return has been approved, refunds will generally be made to the original payment method.

Refund processing times may vary depending on your bank or payment provider.

We will not impose conditions or time limits that unlawfully restrict your rights under the Consumer Guarantees Act.

8. Sale and Discounted Products

Sale and discounted products may be eligible for change-of-mind returns only in accordance with this policy.

However, purchasing a product on sale does not remove any applicable rights you have under the Consumer Guarantees Act.

If a discounted product is faulty or does not meet the required consumer guarantees, we will assess and provide the remedy required by law.

9. Proof of Purchase

We may request reasonable proof of purchase before processing a return or refund.

Acceptable proof may include:

  • Receipt;
  • Order confirmation;
  • Tax invoice;
  • Order number; or
  • Bank or payment records.

For a valid claim under the Consumer Guarantees Act, we will consider other reasonable evidence of purchase where appropriate.

10. Consumer Guarantees Act

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand law.

Where our voluntary returns policy provides fewer rights than the law requires, your legal rights will prevail.

For further information about your rights under New Zealand consumer law, visit the New Zealand Government's Consumer Protection website.

11. Contact Us

If you have any questions about a return, exchange or refund, please contact:

Swift Collectibles
Email: info@swiftcollectibles.co.nz
 

We will work with you to resolve return and refund requests fairly and in accordance with New Zealand law.