New Zealand Secret Ltd returns policy

Effective date: 9th March 2017

Returns & Exchanges

We want you to be totally satisfied with your order. If within 30 days you are not completely satisfied with your purchase, you can return it to us for a full refund, less shipping costs.

You must return the product in its original packaging.

Only items purchased from New Zealand Secret Ltd with valid and accompanying order information may be accepted for return or exchange.

Please send a copy of the QR code as applied to the packaging, this is a requirement.

We’ll process your refund to the original credit card used for payment and send you a confirmation email. Shipping and handling costs are not refundable.

A free return label will be provided to you via email. Simply print the label and affix it to the return package.

If you are making an exchange and the total cost of your exchange is more than the amount of your return, please include your payment information on the back of the invoice.

We do our best to pack and ship your item with the utmost care, however there may be times when an item is damaged in transit. When your order arrives, please inspect the carton for any damage that may have occurred during the shipping process. It is normal for the outer carton to show some wear, however if any of the items in your shipment are damaged, please notify Customer Service via email at [email protected] and we will do our best to resolve any issues.

Processing the refund

If you have chosen a refund, we undertake to refund the purchase amount within five (5) days of receiving the returned product, provided that you have returned the goods in their original condition at our warehouse within 30 days of delivery. You will receive e-mail notification of your refund from New Zealand Secret Ltd with our payment reference number.

If you have requested an exchange or replacement, this will be processed within seven (7) days of receiving your returned goods and will be delivered by standard delivery.

This policy is only applicable to purchases made online.

Order cancellations

You may cancel your online order provided we have not already dispatched it. We’ll refund the cost of your order to the credit card you purchased with. Please contact us as soon as possible – we’ll do our best to accommodate your request.

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