1. Cancellations and changes
Please contact us as soon as possible if you need to change or cancel an order. We will try to help, but changes and cancellations may not be possible once an order has been packed, personalised, dispatched, or prepared with perishable or supplier-sourced items.
If we agree to a cancellation before dispatch, we will refund the amount paid to the original payment method, less any non-refundable costs already incurred where permitted by law.
2. Change-of-mind returns
We are not required to accept returns simply because you change your mind, choose the wrong product, provide the wrong address, or no longer need the item. However, we may choose to approve a change-of-mind return at our discretion.
For hygiene, safety and quality reasons, we usually cannot accept change-of-mind returns for food, beverages, perishable items, opened items, used items, personalised items, bath/body/skincare products, intimate products, or items that cannot be resold as new.
If we approve a change-of-mind return, the product must be unused, unopened, in original condition and returned within the timeframe we specify. You are responsible for return shipping costs unless we agree otherwise. Original delivery charges are not refundable for change-of-mind returns unless required by law.
3. Damaged, faulty, incomplete or incorrect orders
Please contact us promptly if your order arrives damaged, faulty, incomplete or incorrect. Include your order number, a description of the issue, photos of the product and packaging, and any other information that helps us assess the problem.
If the issue is confirmed, we will provide a remedy required by New Zealand law. Depending on the circumstances, this may include repair, replacement, refund, store credit, a missing item being sent, or another appropriate solution.
We cover reasonable return or replacement shipping costs if your order arrives damaged, faulty, incomplete or incorrect due to our error. For approved change-of-mind returns, customer-requested exchanges, incorrect delivery details, or failed delivery due to customer error, you are responsible for shipping costs unless we agree otherwise or the law requires otherwise.
For questions about returns, replacements, delivery or a product issue, please contact us at care@datebox.nz.