Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, unwashed, with tags attached, and it its original packaging. You'll also need proof of purchase, such a your order number or order confirmation email.
For hygiene reasons, we cannot accept returns on items that show sign of wear, washing, perfume, deodorant, makeup, fake tan, pet hair, damage, or removed tags.
To start a return, contact us at hello@amsoactive.co.nz.
Please note that returns will need to be sent to the following address:
119b Chapel Street, Otumoetai, BOP 3110, New Zealand
Items send back to us without first requesting a return will not be accepted.
You can always contact us with any return question at hello@amsoactive.co.nz.
Change of mind returns
We may accept change of mind returns if the item meets our return conditions above.
Customer are responsible for return shipping costs for change of mind returns. Original shipping costs are non-refundable.
Once your return is received and inspected, we'll let you know whether the return has been approved.
Damages and issues
Please inspect your order when it arrives and contact us as soon as possible if the item is defective, damaged, or if you receive the wrong item.
Please include your order number and clear photos of the issue so we can evaluate it and make it right.
If your item does not meet the guarantees required under New Zealand consumer law, we will provide a suitable remedy, such as repair, replacement, or refund, depending on the situation.
Nothing in this policy limits your right under the New Zealand Consumer Guarantees Act.
Exceptions / non-returnable items
We cannot accept returns for:
- Items that have been worn, washed, or used
- Items with tags removed
- items with makeup, fake tan, deodorant, perfume, pet hair, marks, or damage
- Items damaged from misuse, normal wear and tear, or not following care instructions
- Gift cards
- Final sale items, unless they are faulty
Sale items
Sale items are final sale for change of mind returns, unless otherwise stated.
If a sale item is faulty, damaged, incorrect, or does not meet New Zealand consumer guarantees, please contact us so we can assess the issue.
Exchanges
The fastest way to get the size or item you want is to request a return for your original item. Once the return is accepted, you can place a seperate order for the new item.
Exchanges are subject to stock availability.
Refunds
We will notify you once we've received and inspected your return, and let you know whether the refund has been approved.
If approved, you'll be automatically refunded to your original payment method within 10 business days.
Please remember it can take some time for your bank or payment provider to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at hello@amsoactive.co.nz.