returns & refund policy

At Anita Pair NZ, we want every customer to feel confident, valued, and supported. We stand behind the quality of our products and are committed to fair, transparent, and respectful service in line with New Zealand consumer law. This policy outlines your rights under the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986, and explains how we handle returns, refunds, and exchanges.

1. Your Rights Under New Zealand Law

Under the Consumer Guarantees Act 1993, you are entitled to a remedy if a product you purchase is:

  • Faulty or defective

  • Not of acceptable quality

  • Not fit for its intended purpose

  • Different from its description or photos

If any of these apply, we will offer a repair, replacement, or refund, depending on what is appropriate for the situation. Under the Fair Trading Act 1986, we ensure all product descriptions, images, and information are accurate, honest, and not misleading.

2. Change of Mind Returns

Because our products are handmade, made-to-order, or produced in small batches, we do not offer refunds or exchanges for change of mind. Please choose carefully and feel free to contact us before purchasing if you need help with sizing, materials, or product details.

3. Faulty or Damaged Items

If your item arrives damaged or develops a fault, please contact us within 7 days of receiving your order with:

  • Your order number

  • A description of the issue

  • Clear photos or videos of the fault or damage

We will assess the issue and provide the appropriate remedy under the CGA:

  • Repair (where possible)

  • Replacement

  • Refund (if the issue is serious or cannot be fixed)

4. Incorrect or Missing Items

If we make a mistake with your order, we will fix it quickly and at no cost to you. Please contact us within 7 days so we can put things right.

5. Hygiene & Personal Use Items

For health and safety reasons, we cannot accept returns on any item that has been worn, used, or opened, unless the product is faulty under the CGA.

6. Custom or Made-to-Order Items

Custom pieces and personalised orders cannot be returned or refunded unless they are faulty. We will always work with you to ensure custom designs are approved before production.

7. Returning an Item

If a return is approved:

  • Items must be sent back in original condition and packaging

  • Return shipping costs are covered by the customer unless the item is faulty

  • We recommend using tracked shipping, as we are not responsible for lost parcels

Once we receive and inspect the item, we will process your remedy within 5–7 business days.

8. Contact Us

If you have any questions or concerns about your order, we’re here to help.

Email: anitapairnz@gmail.com

We are committed to resolving issues with honesty, respect, and care for our community.