Refund and Returns Policy

 

Last updated: 28 August 2025

Scope and Intent

This policy outlines your rights and our procedures for returns and refunds. By purchasing from Gus & Grace, you agree to the terms below.

Contact Information

Email: hello@gusandgrace.com
Phone: +64 4 886 6898
Address: 2 Huia Rd, Days Bay, Lower Hutt, 5013, New Zealand

Return Eligibility

You have the right to cancel your purchase and return your item(s) within 30 days of delivery.

How to Initiate a Return

  1. Contact Us: Email hello@gusandgrace.com with your order number and reason for return.
  2. Receive Instructions: Once approved, we’ll send return instructions and, if applicable, a prepaid shipping label.
  3. Pack and Ship:
    • Use original packaging with tags intact.
    • Include the return authorisation and any documents requested.
    • Ship using the provided label or follow the instructions given.

Return Shipping Costs

  • Faulty, Damaged, or Incorrect Items: We cover the return shipping.
  • Change of Mind: Customers are responsible for return postage.

Conditions for Returns

  • Change of Mind: Items must be unused, undamaged, and returned in original packaging.
  • Defective Products: Contact us immediately. We’ll provide a full refund or replacement and cover return shipping.
  • Damaged Goods: Notify us within 48 hours with photos. We’ll investigate and provide a return solution.
  • Incorrect Items: If you received the wrong product, we’ll cover the return shipping and send the correct item.
  • Non-Delivery: If your order hasn’t arrived, contact us for an investigation. If unresolved, we’ll issue a refund or send a replacement.
  • Order Cancellations: Orders can be cancelled before shipment. If already shipped, then the return process applies.
  • Exchanges: We do not offer exchanges.

Refund Timelines

  • Return requests must be submitted within 30 days of delivery.
  • Once approved, items must be returned within 14 days.
  • We inspect all returns within 7 business days of receipt.
  • Refunds are issued to your original payment method within 7 business days after inspection.

Items Not Eligible for Return

  • Custom or personalised products
  • Hygiene-related items (e.g. socks, underwear) unless unopened and unused

Return Address

All approved returns must be sent to:
2 Huia Rd, Days Bay, Lower Hutt, 5013, New Zealand
or another product-specific address provided upon approval.

Shipping Methods

We ship using New Zealand Post, Aramex, or similar local couriers.

Restocking Fees

None

Your Legal Rights

Nothing in this policy affects your rights under New Zealand Consumer Law.

Need Help?

Visit our Help and FAQ page for more details.

If your question isn’t answered above, contact us anytime:

  • Email: hello@gusandgrace.com
  • Phone: +64 4 886 6898
  • Mail: 2 Huia Rd, Days Bay, Lower Hutt, 5013, New Zealand
  • Support Hours: Monday–Friday, 9 AM–5 PM NZT (closed on public holidays)