Refund policy

RETURNS & REFUND POLICY

Website: shophub.co.nz Effective Date: 07 July 2026

1. Our Commitment

ShopHub NZ is committed to ensuring you are satisfied with your purchase. This policy is in addition to your rights under the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986, which cannot be excluded for consumer purchases.

2. Faulty or Incorrect Items

If your item is:

  • Faulty, damaged, or defective
  • Not fit for its intended purpose
  • Significantly different from its description or sample

You are entitled to a repair, replacement, or full refund at your election for major failures. Please contact us within 30 days of receiving your order.

3. Change of Mind Returns

We accept change-of-mind returns under the following conditions:

  • Item is returned within 30 days of delivery
  • Item is unused, unworn, and in original packaging with all tags attached
  • Proof of purchase is provided

Change-of-mind returns are not accepted for:

  • Grooming products or personal care items that have been opened
  • Earrings or intimate apparel for hygiene reasons
  • Final sale or clearance items marked as non-returnable
  • Digital products or gift cards

A store credit or exchange will be offered for eligible change-of-mind returns. Refunds to the original payment method are at our discretion.

4. How to Return an Item

  1. Contact us via cs@shophub.co.nz within the applicable return window
  2. Include your order number, reason for return, and photos if the item is faulty
  3. We will provide return instructions and a return address
  4. Pack the item securely to avoid damage in transit

5. Return Shipping Costs

  • Faulty or incorrect items: ShopHub NZ covers return shipping costs
  • Change of mind: Return shipping is at the customer's expense
  • We recommend using a tracked shipping service — we are not responsible for items lost in return transit

6. Refund Processing

  • Refunds are processed within 5–10 business days of receiving and inspecting the returned item
  • Refunds are issued to the original payment method unless otherwise agreed
  • Original shipping costs are non-refundable for change-of-mind returns

7. International Orders

For international returns, the customer is responsible for all return shipping costs and any applicable customs duties. We recommend contacting us before returning an item from outside New Zealand.

8. Exchanges

We offer exchanges for a different size or colour where stock is available. If the desired item is unavailable, a store credit or refund will be offered.

9. Contact Us

For all returns and refund enquiries, please contact us via cs@shophub.co.nz.