Refund & Cancellation Policy

Buyer protection

If an item doesn't arrive, arrives significantly not as described, or arrives damaged in transit, you may open a dispute from your buyer dashboard within 14 days of the estimated delivery date.

Order cancellations

• Orders can be cancelled by the buyer before the seller marks the item as shipped.
• Once shipped, cancellation is not available — use the dispute process if there is a problem.
• Sellers may cancel an order only in exceptional circumstances (e.g. item damaged before shipping), subject to review.

Refunds

Approved refunds are issued to the original payment method via our payment provider. Refunds may be full or partial depending on the outcome of a dispute review. Processing typically takes 5–10 business days depending on your bank.

Chargebacks

Please contact us before initiating a chargeback with your bank — most issues can be resolved faster through our dispute process. Chargebacks may result in account review.

Seller protection

Sellers who ship on time with tracking and accurately describe their items are protected against unfounded claims. Our team reviews evidence from both parties before making a refund decision.

Placeholder notice: refund timeframes and consumer rights obligations under the Consumer Guarantees Act 1993 and Fair Trading Act 1986 should be reviewed by a qualified NZ lawyer before launch.