Refund policy

Our Return Policy

We provide easy returns and exchanges for New Zealand orders purchased from https://andfriends.co.nz/  within 30 days of purchase, and up to 14 days after you initiate the return process.

  • The item must be in new, unused and as received condition, including original tags and packaging in order to receive a refund or exchange
  • Proof of purchase is required (e.g. receipt or online order confirmation number).
  • Final Sale items cannot be returned. Final Sale items include gift cards and any items marked as Final Sale on our website.
  • Returns are processed in the country of purchase.
  • All returns should be shipped with tracking. We are not responsible for items lost during return shipping, and can not process your return until the item is received.
  • We may investigate unusually high or suspicious return activity and can restrict an account where the returns process is being misused

Get Started on Your Return

Please contact us, in advance of your intentions to return a product or if you have any concerns so that we can assist you with a smooth transaction. Please provide the following information in your email to us:

  • Full Name
  • Email
  • Order Number
  • Product you are returning
  • Reason for return
  • Exchange or refund preference


Returns are usually processed within 5-7 business days of receipt. Please note that failure to meet any of our return conditions may result in your request for a refund or exchange to be declined.

Please note that only items purchased from https://andfriends.co.nz/ can be returned to And Friends New Zealand for a refund. Items purchased elsewhere must be returned to their original point of purchase.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please ensure the item remains unused and in the original packaging.

Order Changes and Cancellation

Please ensure the accuracy of your order prior to completion. Orders are only able to be changed or cancelled in a small window directly after they have been placed, so make sure you reach out immediately and while we can not guarantee changes will be made, we will do our best. Please contact us and let us know the following:
  • Name:
  • Email:
  • Order Number:
  • Correct Shipping Address:
Please note that we are only available to make changes M-F 8:30am - 5pm, excluding public holidays. Changes can not be guaranteed so please ensure you check your order before completion.

 

*Our Right to Reject Your Purchase/Return, or Cancel An Order: The sale of products and fulfilment of orders from https://andfriends.co.nz/ is contingent upon product availability and discretion in managing inventory. And Friends New Zealand explicitly reserves the right (in its sole discretion) to limit, decline, or reject any sales, returns, and orders for any reason, without being liable for any damages or costs, except for repaying any amount received from the customer in relation to such sale or order.