Refund policy

RETURNS AND EXCHANGES

We want you to be happy with what you have bought. If something is not right, here is how it works.

YOUR RIGHTS UNDER NEW ZEALAND LAW

If an item is faulty, not as described, or does not do what it is supposed to, you have rights under the Consumer Guarantees Act 1993 that nothing in this policy affects. We will repair, replace or refund it, and we will cover the return postage.

CHANGE OF MIND

We are not required by law to accept change-of-mind returns, but we do. You have 30 days from the day your order arrives.

To be accepted, the item must be:

- unworn and unwashed

- in original condition with all tags still attached

- free of marks, pet hair, deodorant and fragrance

Change-of-mind returns are refunded to your original payment method, less the original shipping charge if one was paid. Return postage is at your cost.

EXCHANGES

We are happy to exchange for a different size or colour within the same 30 days, subject to the same conditions and to availability. Email us first so we can set the item aside for you. You cover the postage back to us, and we cover the postage of the replacement to you within New Zealand.

HOW TO START A RETURN

1. Email twoharessupplyco@gmail.com within 30 days of delivery with your order number and whether you would like a refund or an exchange.

2. We will reply with a return address and instructions.

3. Send the item back using a tracked service. We cannot be responsible for returns that go missing on the way.

4. Once it arrives and we have checked it, we will process your refund or exchange within five business days.

Please do not send anything back before contacting us.

REFUND TIMING

Refunds are made to the card or account you paid with. Once we have processed it, please allow 3-5 business days for it to appear, depending on your bank.

WHAT WE CANNOT ACCEPT BACK

- Items returned more than 30 days after delivery

- Items that have been worn, washed, altered or damaged after delivery

- Items returned without their tags

- Gift cards

FAULTY ITEMS

Email us with your order number and clear photos of the fault. We will arrange a prepaid return label and repair, replace or refund the item. This applies for a reasonable period after purchase, as set out in the Consumer Guarantees Act, and is not limited to the 30-day change-of-mind window.

INTERNATIONAL RETURNS

The same 30-day window and the same conditions apply. Return postage, and any customs charges incurred on the way back, are at your cost. We are unable to refund the original international shipping charge. We strongly recommend using a tracked service.

QUESTIONS

Email us at twoharessupplyco@gmail.com and we will come back to you as soon as we can.