Refund policy

1. FAULTY PRODUCT RETURNS

1.1 We aim to provide you with products of the highest standard and quality. If you have received a product with a defect, please contact Customer Service at hello@shopgood.co.nz as soon as possible so we can guide you through the returns process and help resolve the problem as swiftly as possible. In order to assist the return process, you may be required to send us images of the damage, defect or fault for preliminary assessment. You may be asked to provide further information to support your claim to assist us with our assessment of the goods.

1.2 If the product is confirmed to have a defect, we will replace or repair the product or refund the price of the product to your original payment method (or alternative acceptable method), as appropriate. If the product is found not to have a defect, deemed out of warranty, or you otherwise do not have a remedy for a failure to comply with the consumer guarantees under the Consumer Law, we will contact you to determine whether you want us to dispose of the product or return the product to you at your expense.

1.3 It does not constitute as a defect if in our reasonable opinion a product has become of unacceptable quality following the sale to you due to fair wear and tear, misuse, failure to use in accordance with manufacturers’ instructions, using it in an abnormal way or failure to take reasonable care.

1.4 If we have made a shipping error, please contact us at Customer Service at hello@shopgood.co.nz immediately so we can rectify this issue for you. All freight costs will be on us.

2. RETURNS

2.1 In addition to your rights in relation to faulty products in clause 8, and subject to the restrictions set out in 2.3, you can return any product:

(a) as long as the return is couriered using track and trace within 14 days of receipt of the item (or longer promotional return period, if applicable). We strongly recommend using a tracked postal service with insurance as any lost product(s) is your responsibility, and including relevant information in the return relating to the Order such as your name, order number, phone number and address;

(b) unworn and unused and in a saleable condition with the original tags still attached;

(c) in the original packaging, which must be in the original condition, including sealed boxes /packaging. For the avoidance of doubt, you must securely package all items for the return, as any damage resulting from unsecure packaging in the courier process shall not be covered by this section; and

(d) it has not been specifically excluded from the change of mind returns policy, such as ‘Final Sale’ items and items excluded for hygiene reasons. The exclusion will be noted on the relevant product page on the Site and / or at checkout.

2.2 Please note that return shipping charges are the responsibility of the customer, except in cases where we have made a shipping error or there is a warranty issue.

2.3 Products sealed for hygiene reasons can only be returned under change of mind returns policy if the seal is intact. Beauty products and earrings cannot be returned if they are opened and/ or used (unless faulty).

2.4 To ensure these returns are assessed and processed swiftly, you should contact Customer Service at hello@shopgood.co.nz and follow any reasonable instructions we may give.

2.5 Upon receipt and inspection of your return, we will contact you about next steps. Once determined the return is in compliance with clause 2.1, we will either:

(a) refund the price of the product returned to your original payment method (or another suitable method) or

(b) exchange the product for another size, subject to availability.

2.6 We will not refund any Delivery Fees that you have paid at purchase to have the product shipped to you, or the cost of any packaging you provide, or delivery costs you incur, to send the items back to us. If the return, in our reasonable opinion, is not compliant with clause 2.1, we will contact you to ship the product back to you at your cost or will otherwise make the product available for collection by you (which collection must take place within 30 days of us notifying you that the product is available for collection).

2.7 We monitor return rate frequency and value for fraud, abuse and general security purposes. In the event of elevated return frequency and values, we are entitled to deny you from making future orders.

2.8 Nothing in this clause is intended to exclude any rights in clause 8 or any of your statutory rights as a consumer under Consumer Law