Return Policy
ORDER CONFIRMATION & POLICY ACKNOWLEDGMENT
By placing an order on our website, you acknowledge that you have read and understood our Return & Refund Policy.
By completing your purchase, you confirm that:
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You have reviewed our return process and eligibility requirements.
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You agree to follow the applicable return process outlined below.
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Nothing in this policy limits or excludes any rights or remedies you may have under applicable New Zealand consumer law, including the Consumer Guarantees Act 1993.
In the event of a payment dispute or chargeback, we may provide relevant order and communication records to the applicable payment provider as supporting documentation.
RETURNS
If you are not satisfied with your purchase and simply change your mind, The Wrenley Family offers a voluntary 30-day return period from the date of delivery, provided the conditions below are met.
This voluntary return policy does not affect your rights under the New Zealand Consumer Guarantees Act 1993 or any other applicable law.
A change-of-mind return is different from a return relating to a faulty, damaged, misdescribed, or otherwise non-compliant product. New Zealand consumer law may provide additional remedies in those circumstances.
ELIGIBILITY CRITERIA
For change-of-mind returns:
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The item must be unused, unworn, and unwashed.
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The item should be returned in its original packaging and condition where reasonably possible.
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Only reasonable handling and inspection of the product may have occurred.
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The customer is responsible for the cost of returning a product for a change-of-mind return.
Returns will generally be processed within 7 business days after we receive the returned item.
We may refuse a voluntary change-of-mind return where the product has been used, washed, damaged, excessively worn, or otherwise returned in a condition that does not meet the requirements of this voluntary return policy.
These restrictions do not limit any statutory rights that apply where a product does not meet the guarantees required by New Zealand law.
HOW TO RETURN
To initiate a return:
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Email us at support@thewrenleyfamily.com within 30 days of delivery.
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Include:
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Order number
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Reason for return
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Photos of the product, if relevant
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Your full name
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Shipping address
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Wait for our return instructions before shipping the product.
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Do not send items to the sender's address or another address without receiving return instructions from us.
We recommend using a tracked shipping service and retaining proof of shipment until your return has been processed.
For change-of-mind returns, the customer is responsible for reasonable return shipping costs.
DEFECTIVE, DAMAGED, OR MISDESCRIBED ITEMS
If your order arrives defective, damaged, unsafe, or materially different from its description, please contact us at support@thewrenleyfamily.com as soon as reasonably practicable.
Please provide:
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Your order number
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A description of the issue
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Clear photographs or video showing the issue where possible
Under the New Zealand Consumer Guarantees Act, products supplied to consumers must meet applicable guarantees, including being of acceptable quality, fit for purpose, and matching their description. Depending on the nature and seriousness of the problem, you may be entitled to a repair, replacement, refund, or other remedy.
Where a product has a minor issue that can reasonably be remedied, we may offer an appropriate remedy such as a repair or replacement.
Where the failure is substantial or cannot reasonably be remedied, you may have the right to reject the product and request a refund or replacement, as provided by applicable law.
Where a remedy is required under the Consumer Guarantees Act, it will be provided in accordance with that Act and applicable New Zealand law.
We may request reasonable information or evidence to understand and assess the issue.
LOST OR UNDELIVERED ORDERS
If your order does not arrive within the stated delivery timeframe or appears to have been lost in transit, please contact us at support@thewrenleyfamily.com with your order number and tracking information.
We will investigate the shipment with the relevant delivery provider and work with you to resolve the issue.
Where applicable New Zealand consumer law provides you with a remedy because an order was not delivered within a reasonable time, your statutory rights remain unaffected. Businesses selling to New Zealand consumers have obligations regarding delivery of products.
REFUSED, UNCLAIMED, OR INCORRECTLY ADDRESSED ORDERS
If a package is refused, remains unclaimed, or is returned because an incorrect or incomplete delivery address was provided by the customer, we may deduct reasonable costs actually incurred for return shipping, handling, or reshipping from any applicable refund, where permitted by law.
No such deduction will apply where the issue was caused by The Wrenley Family or where applicable consumer law requires us to provide a remedy without charging those costs.
CANCELLATIONS
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:
Because our fulfilment process may begin shortly after an order is placed, we cannot guarantee that a cancellation request can be processed before dispatch.
If the order has already been dispatched, you may use our return process after delivery, subject to the applicable return conditions.
For change-of-mind returns, the customer is responsible for return shipping costs.
Nothing in this section limits any cancellation or remedy rights that apply under New Zealand law.
CHANGE-OF-MIND RETURNS
Our 30-day return policy is a voluntary return option offered by The Wrenley Family.
New Zealand law does not generally require a retailer to accept a return simply because a customer has changed their mind, unless the retailer's own policy provides for such a return or another legal right applies.
Where you use our voluntary 30-day return policy, the product must meet the eligibility requirements described above.
This voluntary policy does not affect your rights where a product is faulty, unsafe, not of acceptable quality, unfit for purpose, or does not match its description.
REFUNDS
Once an eligible return has been received and inspected, we will process any applicable refund within approximately 7 business days.
For approved change-of-mind returns, the refund will generally be issued to the original payment method, less any applicable return shipping or other charges permitted under this policy.
For remedies required under the Consumer Guarantees Act, refunds and other remedies will be provided in accordance with the applicable legal requirements.
Where a refund is legally required because of a failure covered by the Consumer Guarantees Act, we will not substitute store credit where the law requires a refund.
CHARGEBACKS & DISPUTE RESOLUTION
If there is an issue with your order, please contact us first at:
We are committed to reviewing customer concerns and working toward a reasonable resolution.
If a chargeback or payment dispute is filed, we may provide the relevant payment provider with supporting documentation, which may include:
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Order confirmation
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Payment information available to us
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Tracking information
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Delivery records
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Return information
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Email correspondence
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Photos or other evidence provided by the customer
Customers are encouraged to contact us before initiating a chargeback so that we have an opportunity to investigate and resolve the issue.
Nothing in this section limits your rights under applicable New Zealand consumer law or the rules of your payment provider.
IMPORTANT NOTES
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Change-of-mind returns must be sent to our designated returns address at the customer's expense.
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We recommend using tracked shipping for all returns.
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We are not responsible for delays caused by the customer's chosen return carrier.
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We are not responsible for customs or border delays outside our reasonable control, subject to any rights you may have under applicable New Zealand consumer law.
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Hygiene-sensitive products must be returned in a clean and unused condition for change-of-mind returns.
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Returns for change-of-mind purchases are not free; the customer is responsible for applicable return shipping costs.
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These restrictions do not limit statutory remedies for faulty, damaged, unsafe, misdescribed, or otherwise non-compliant products.
CONTACT US
If you have any questions regarding this Return & Refund Policy, please contact:
The Wrenley Family
Email: support@thewrenleyfamily.com
We are happy to assist you with your return or refund enquiry.