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Refund & Returns

Refund, Exchange, and Returns Policy

At Shoply, we prioritize your satisfaction with every purchase. If for any reason you are not completely satisfied with your order, we offer a flexible Refund, Exchange, and Returns Policy to ensure your peace of mind.


Under the Consumer Guarantees Act and Fair-Trading Act of New Zealand, customers are entitled to return products for a refund or exchange under various circumstances.

Refunds and exchanges are applicable in the following scenarios:

  • Wrong Product Received
  • Damaged Product Received
  • Faulty Product Received: Not performing function or usable as per specifications.
  • Change of Mind.


In case of damaged or defective items, customers are required to promptly notify Shoply of any items received in a damaged or defective condition within [number of days] days of receipt. Customers may be requested to provide photographic evidence or other documentation to support their claim. Shoply reserves the right to inspect the item upon return and may offer a replacement or refund at its sole discretion.

Policy Duration

Our policy allows returns and exchanges within 14 days of the receiving the item.

Customers must initiate returns or exchanges within 14 days from the date of delivery. Returns requested after this timeframe may not be eligible for a refund or exchange unless otherwise specified by applicable consumer protection laws.

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it, including the original packaging.

Returned items must be in unused, unworn, and resalable condition, with all original tags and packaging intact. Shoply reserves the right to refuse returns or exchanges if the items show signs of wear, damage, or alteration that would prevent them from being resold as new.

Please note that all types of goods, including sale items, are eligible for return or exchange under our policy.


Once we receive and inspect your returned item, we will process your refund promptly. You will receive an email notification regarding the approval or rejection of your refund. If approved, the refund will be credited to your original method of payment within a specified timeframe.

A restocking fee of [insert percentage or amount] may apply to returned items, at the discretion of Shoply, to cover the costs associated with inspecting, repackaging, and restocking returned merchandise. This fee will be deducted from the refund amount or charged to the customer's original payment method.

Non-Refundable Items

Certain items may be designated as non-returnable or non-refundable, including but not limited to perishable goods, customized or personalized items, intimate apparel, and items marked as final sale. Customers are advised to review the product description and terms of sale prior to making a purchase to determine the return eligibility of the item.

Late or Missing Refunds

If you haven’t received your refund within the specified timeframe, please contact your bank or credit card company before reaching out to us.


We offer exchanges for items in cases where customers received faulty, damaged, incorrect products, or simply have a change of mind.


To request a refund or exchange of your product, please send the product to:


Level 3, Building 4

61 Constellation Drive

Rosedale 0632, Auckland

New Zealand

Customers are responsible for shipping costs associated with returning items unless the product is incorrect, damaged, or faulty.

If a customer orders an incorrect size or has a change of mind, they will be responsible for covering the shipping costs for returning the item to us.

For returns originating from outside New Zealand, customers are responsible for all return shipping costs, including any applicable customs duties, taxes, or brokerage fees. Shoply recommends using a trackable shipping method and obtaining shipping insurance for international returns to ensure the safe and timely delivery of the returned items.

We can initiate the refund process only upon receiving the returned item. Hence, we strongly advise customers to utilize a dependable courier or postal service for the item's delivery to us, preferably opting for a trackable courier. Additionally, we recommend purchasing shipping insurance, particularly for orders exceeding $300, to safeguard against any potential transit issues.

At Shoply, we strive to provide a seamless shopping experience, and our Refund, Exchange, and Returns Policy reflects our commitment to your satisfaction. If you have any questions or require assistance, please don't hesitate to contact us.

Customer Responsibilities

Customers are responsible for adhering to Shoply's return and exchange procedures as outlined in this policy. This includes completing a return authorization form, providing proof of purchase, and following any specific return instructions provided by Shoply. Failure to comply with these requirements may result in the rejection of the return request.

Customer Communication

For assistance with returns, exchanges, or inquiries related to this refund and returns policy, customers are encouraged to contact Shoply's customer service team at Our dedicated team is available to provide prompt and courteous assistance during regular business hours.

Dispute Resolution

In the event of a dispute or disagreement regarding a return or refund request, customers agree to first attempt to resolve the issue with Shoply's customer service team. If the matter cannot be resolved informally, both parties agree to submit to binding arbitration in accordance with New Zealand's laws and regulations.

Legal Disclaimer

Shoply reserves the right to modify or update this refund and returns policy at any time without prior notice. By making a purchase on the Shoply website, customers acknowledge and agree to abide by the terms and conditions outlined in this policy. Shoply shall not be liable for any indirect, incidental, special, or consequential damages arising from the use of its products or services, including but not limited to loss of profits, loss of revenue, or loss of data.