Refund and Returns Policy

Last updated: 8 October 2025

Our Commitment to You

We want you to be happy with your purchase. This policy outlines how to make a return and your rights under the New Zealand Consumer Guarantees Act 1993 (CGA). Nothing in this policy is intended to limit your statutory rights.

1. Change of Mind Returns

If you change your mind, we are happy to accept a return within 30 days of delivery.

  • Conditions: The item must be unused, undamaged, and in its original packaging with all tags intact.
  • Return Shipping Cost: For change of mind returns, you will be responsible for the cost of return shipping.

2. Returns for Faulty, Damaged, or Incorrect Items

If your item is faulty, was damaged in transit, or is not the item you ordered, please contact us immediately so we can resolve the issue.

  • Your Rights: We will meet our obligations under the CGA to provide a remedy, which may be a repair, replacement, or a full refund.
  • Timeframe: Returns for faulty products are not limited to the first 30 days after delivery. Please contact us as soon as you discover a fault.
  • Return Shipping Cost: We will cover the full cost of return shipping for any faulty, damaged, or incorrect items.

3. How to Make a Return

  1. Contact Us First: Email hello@gusandgrace.com with your order number and the reason for your return.
  2. Wait for Instructions: We will review your request and reply with return instructions. If your return qualifies, we will provide a prepaid shipping label for faulty/incorrect items.
  3. Pack and Send: Securely pack the item in its original packaging and send it to the address provided in our instructions.

4. Items Not Eligible for Return

The following items cannot be returned for a change of mind:

  • Custom or personalised products.
  • Final sale items.

5. Refund Processing

  • Once we receive and inspect your returned item (typically within 7 business days), we will notify you of the outcome.
  • Approved refunds will be processed within 7 business days to your original payment method.

Contact Us

If you have any questions about making a return, please contact us.