Refund policy
Returns & Refunds Policy
James Wellington Last updated: 9/7/2026
1. Your rights under New Zealand law
If you buy from us for personal, domestic or household use, you are protected by the Consumer Guarantees Act 1993 (CGA). The products we sell must be of acceptable quality, fit for their purpose, match their description, and last a reasonable time.
If a product does not meet these guarantees, you are entitled to a remedy at no cost to you. Nothing in this policy limits, replaces or excludes those rights.
There is no fixed time limit on these rights. A product that fails sooner than a reasonable person would expect — given what it is, what it cost, and what we said about it — is covered, whether that happens in the first week or many months later.
2. Faulty, damaged, incorrect or misdescribed products
Contact us at info@jameswellington.com with your order number, a description of the problem, and photographs of the product and its packaging.
We will acknowledge your claim within [2] business days and resolve it within a reasonable time.
You do not need to return the product to us. We do not require you to ship anything back, and you will never be asked to pay return postage.
Where the failure is serious — the product is unsafe, substantially different from its description, or unusable for its purpose — you choose the remedy:
- a full refund, or
- a replacement of the same product.
Where the failure is minor and can be put right, we may choose to repair the product, replace it, or refund you. If we cannot do so within a reasonable time, you may then reject the product and choose a refund or replacement.
We may offer you a store credit or an alternative product as an option. You are never obliged to accept one, and declining does not affect your right to a refund or replacement.
3. Orders that do not arrive
Risk of loss stays with us until the product is delivered to you.
If your order has not arrived [5] business days after the end of the estimated delivery window in our Shipping Policy, or if the carrier reports it as lost or undeliverable, contact us. We will send a replacement or refund you in full, as you prefer.
4. Change of mind
We do not offer refunds, returns or exchanges if you change your mind, order the wrong item, or no longer want the product. Please read the product description and check your order before you pay.
This does not affect your rights under the Consumer Guarantees Act. If a product is faulty, damaged, incorrect or not as described, sections 2 and 3 apply regardless of this section — including to sale items, discounted items, and every product category we sell.
5. Cancelling or changing an order
You may cancel or amend your order for a full refund at any time before it has been dispatched. Email us as soon as possible at info@jameswellington.com.
Once an order has been dispatched it cannot be cancelled or changed, but your rights under sections 2 and 3 continue to apply.
6. Refunds
Approved refunds are issued to your original payment method, in New Zealand dollars.
We process refunds within [1–2] business days of approving your claim. The time it takes to appear in your account depends on your bank or card issuer.
We do not require you to return a product before a refund is issued.
7. If we cannot resolve your complaint
We would rather sort it out with you directly. If we cannot, you may:
- contact the Commerce Commission — 0800 943 600, comcom.govt.nz
- bring a claim in the Disputes Tribunal — disputestribunal.govt.nz
8. Contact
James Wellington
Email: info@jameswellington.com