Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
The following items are Non-returnable:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require your order number as proof of purchase.
Partial Refunds
There are certain situations where only partial refunds may be granted:
- Software that has been downloaded.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
- Any order only partially returned
- The delivered size of your baking sheet is outside of the +-1cm cutting tolerance as some of these products are hand cut.
ORDER NOT RECEIVED
We like to get your order to you within 7 days of you placing your order. Sometimes events out of our control get in the way of this target, for example Christmas courier overload, worker illness resulting in delayed services etc. Your order will be considered lost and requiring tracking 14 days after you ordered. You must notify us within 20 days of your order being placed that you are missing your order for consideration of your eligibility for your order to be resent at our cost.
If you requested at checkout that your order be sent via NZ Post, then we accept no responsibility for the loss of your parcel as sometimes these are stolen from letterbox’s. This is an event beyond our control, and you accept the risk for this event. No refund will be provided. If you wish to reorder then this will be at your cost.
For courier sent parcels, we send utilising track n trace. If your parcel can be tracked and traced to your address, or signed proof of delivery is obtainable at the address you entered at time of order, then your parcel will be considered delivered and we accept no liability for the loss of your parcel and as such no refund or resending of goods will be provided. Again, if you wish to reorder then this will be at your cost.
If the address entered at the time of order is incorrect then we accept no liability for the loss of your parcel. If you have emailed within 5 hours of ordering telling us of your address error on your order, we will try and catch the order and update it to being the correct address you supplied via email. Please accept that we too are only human, and sometimes despite our best effort your parcel has either already been dispatched, or we miss it. If it has already been dispatched, then we accept no liability for the error, however if we stuff up after telling you we can “catch” the order, we will resend the order to the correct address at our expense.
However if your parcel truly has gotten lost then you will be eligible for a resend of your missing order at our expense. Please email us on to arrange.
Refunds
Refunds are only available for manufacturing errors. If you have ordered the wrong size or have changed your mind, please see the exchanges policy below. Please contact our sales team on in the first instance with a description and photos of what is wrong with your order, and your order number. If your refund request is provisionally approved, we may ask you to return the goods to us. Shipping costs are non-refundable and are payable by you. If you receive a refund, the cost of shipping will be deducted from your refund. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed and a credit will be applied to your original method of payment, within a 7 businesses days of your refund being approved. Please note, depending on the refund method, it may still take some additional days to show up at your end. This is out of our control.
Late or missing refunds
If you haven’t received a refund yet, and have been notified that it has been processed,
- First check your bank account again,
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at .
Sale items
Items on sale will be refunded at your purchase price, not the current advertised price. Items purchased from the Bargain Bin cannot be refunded as these products are seconds or blemished items and are priced accordingly to reflect to nature of the individual product. You have purchased knowing this. Goods will be described as accurately as possible.
Exchanges
We only replace items if they are defective or damaged (when not purchased as a Bargain Bin item) please see the refund policy above. Exchanges for ordering the wrong item or change of mind are generally not accepted, however please email to confirm that this applies to your situation.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, then the gift giver will receive the refund. Please see refund and exchanges policy above. If refunding/exchanging goods, the credit will go to the gift giver, and any additional charges incurred will be charged to the gift receiver. Please see the policy on exchanges and refunds above.
Shipping returns
To return your product, first refer to the Refunds and Exchanges policy above, and then contact us on with your order number. Please refer to your email reply for the address to ship goods back to us if you have been advised to do so.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.