Refund policy
We want you to be satisfied with your WoolAid order. This policy explains how we handle change-of-mind returns, damaged or faulty products and refunds.
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or any other applicable consumer protection laws.
Change-of-mind returns
Because of the nature of our products, WoolAid does not accept returns or provide refunds where:
- you change your mind after purchasing
- you accidentally purchase the wrong product
- you order the incorrect quantity
- you no longer require the product
Please review your cart and order details carefully before completing checkout.
This does not affect your rights where a product is damaged, faulty, unsafe, incorrectly supplied or otherwise does not meet applicable consumer guarantees.
Damaged, faulty or incorrect products
If your order arrives damaged, faulty, incorrect or does not meet the guarantees provided under applicable consumer law, please contact us at orders@woolaid.com.
Please include:
- your order number
- a short description of the issue
- photographs showing the problem, where reasonably possible
We will review the issue and provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include a replacement, refund or other appropriate remedy.
Replacements
Where a replacement is appropriate, we aim to dispatch the replacement within 2 business days after the issue has been confirmed.
Standard shipping timeframes will then apply.
Refunds
Where a refund is appropriate, WoolAid will process it back to the original payment method.
We aim to process approved refunds within 5 business days. Your bank or payment provider may require additional time before the funds appear in your account.
Contact
For questions about shipping, damaged products, replacements or refunds, contact: