Refund policy

Return/Refund/Exchange/Cancellation Policy

CHOOSE CAREFULLY: We recommend choosing your products carefully as we do not offer a refund if you change your mind. Before you make your purchase, please check that the product dimensions are suitable for your space and that the item will fit through your access points (doorway, hallway, staircase etc).

DAMAGED/FAULTY OR INCORRECT ITEMS: Please inspect your item(s) on delivery. If the package appears damaged, you may refuse delivery so it can be returned to us for inspection. If an item is damaged in transit, defective or not what you ordered, please notify us within 24 hours of delivery by emailing sales@mymatejohn.co.nz with photos. We’ll work with you to arrange a replacement, repair, refund or store credit where appropriate.

EXCHANGES: We only replace items if they are defective or damaged. If you want to exchange an item, please contact us directly. Delivery charges may apply.

REFUNDS: If we agree to accept a return, once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied either to your credit card or original method of payment, or via internet banking to a bank account number provided.

LATE OR MISSING REFUNDS: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund appears in your account.

RETURN DELIVERY CHARGES: Delivery costs are non-refundable unless the item is damaged, faulty or incorrect. If an exchange is accepted, you will be responsible for all costs associated with returning your item, and the original delivery charge will not be refunded. Delivery charges may also apply to a replacement item if applicable.

ORDER CANCELLATIONS: If your order has not yet been processed or dispatched, we may be able to cancel it. Please contact us as soon as possible and we’ll do our best to help but can’t make any guarantee if an order is already underway.

CONSUMER GUARANTEES ACT / FAIR TRADING ACT: Nothing in this policy limits your rights under either the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product fails to meet these guarantees, we are happy to work with you to provide a suitable solution.

NEED HELP OR CLARIFICATION? If you have any questions regarding our returns policy, please contact one of our friendly team via email, phone or WhatsApp (details at base of Website).