We want you to love what you've ordered. If something isn't quite right — the size, the fit, a change of mind — we'll sort it out. We've been doing this for over 20 years and we like to think we make it easy.

Good to know: All our products are guaranteed 100%. You have 6 months from your order date to return a full-price item.

What we can do for you

If you're not happy with your purchase, we'll happily:

• Exchange it for a different size, colour or product
• Replace it if there's a fault
• Refund you to your original payment method

Just get your return to us within 6 months of the order date, in the condition described below.

Returning an item

We ask that items are returned in “As New” condition — with original tags and packaging intact.

Think of it like returning something to a shop in person. For clothing and footwear, that means trying it on carefully and returning it if it's not right, without wearing it further. For other products, the original packaging should be undamaged so we can resell the item.

Please pack your return securely and include a completed Returns Form.

Return postage is at your expense. We cover the cost of sending your replacement back to you.

Refunds

Refunds are issued to your original payment method. Please note the original shipping charge is not included in the refund.

If you used a promotional discount or received a free gift with your order, please read the relevant note below before returning.

A few things to be aware of

• Promotional offers and free gifts: If your order included a free gift, it must be returned along with your item, or its retail value will be deducted from your refund. If you purchased as part of a multi-buy offer (e.g. “Buy 2, Get 10% Off”), returning one item means the remaining item is no longer eligible for the discount, and your refund will reflect this.
• Clearance items: Clearance items have a shorter return window — 1 month for New Zealand orders, 2 months for international orders.
• Some items cannot be returned: A small number of products — including certain personal hygiene items and some clearance clothing — cannot be accepted back for change of mind. Where this applies, it's noted on the product page and on your packing slip.
• Wrong item or something faulty? Please contact us straight away — by phone or email. A photo helps us sort things quickly.

How to return

1. Download and complete a Returns Form for New Zealand customers or international customers (or use the one enclosed with your order)
2. Pack your item securely
3. Send to our returns address below

Returns address

New Zealand Nature
PO Box 2362
Stoke 7041
New Zealand

Australian customers: Please use the PO Box address above for all returns. The Marrickville NSW address on your parcel label is for undeliverable parcels only — it is not a returns address.

Need help?

Not sure whether your item qualifies, or just want to talk it through? Get in touch with our Customer Care team — we're happy to help.

NZ freephone: 0800 240 167
International: +64 3 9700 441
Email: info@nznature.co.nz

Related information: Delivery & Shipping, Taxes, Duties & Customs, Contact Us