RETURNS

Our Promise - 30 day money back guarantee plus free delivery* on exchanges.

EziBuy is committed to providing quality products supplied by EziBuy Limited or EziBuy International Limited to our customers. If for any reason you are not completely satisfied with any product supplied by EziBuy Limited or EziBuy International Limited, please return it to us in original condition within 30 days of receipt and EziBuy Limited or EziBuy International Limited will replace it or refund your purchase price using the original payment method.

Our usual returns policy does not apply to personalised products. Click here for details.

HOW TO RETURN:

  • You can return within 30 days of receipt of order
  • The items must be in original condition with all labels and swing tags still attached
  • Please include your completed returns form
  • If you no longer have a copy of the original returns form, please click here to download the online version. Fill in your details and attach it with your returned good(s).

WHEN RETURNING ITEMS:

Affix postage: Please return parcel with the preprinted returns address label in your parcel and include postage.

Address the parcel to:
The Returns Team
EziBuy Distribution Centre
Private Bag 11000
Manawatu Mail Centre
Palmerston North 4442

Retail Stores: Please drop your returns into one of our stores in Albany, Wellington, Palmerston North or Christchurch.

Note: Unfortunately, your postage charges on returns are not refundable. However, if you are returning an item for exchange (ie. the same style is being changed for a different size or colour), you are not required to pay for standard delivery on the outgoing parcel.

All other returns/reorders will be charged the standard or priority delivery rate based on your delivery preference.

Flat Packed items must be returned in original condition.


HOW TO REORDER

  • Phone - If you do call, please do not submit a completed reorder form with your return as duplicate orders may occur.
  • Send back return with reorder on the form.

MORE INFORMATION FOR EASE OF RETURNING:
  • To ensure the best possible fulfilment on your reorder, we recommend that you call us to reserve the styles you require.
  •  If you are returning an item for exchange (the same style is being changed for a different size or colour) you will not be charged delivery of your reorder.
  • All other returns and reorders will be charged the standard or priority postage based on your preference.
  • If the information above is not followed this may result in delays of processing your return. If followed correctly, returned items will be processed within 5-7 working days.
  • Returned articles are insured by us against damage or loss.
  • If you have any concerns or questions regarding any of these ordering instructions, please do not hesitate to call us on 0508 500 500.

EXCHANGES

If you are returning an item for exchange (the same style is being changed for a different size or colour) you will not be charged delivery of your reorder.


BACKORDERS

If a product you order is temporarily out of stock, you may wish to place it on backorder. You will be advised of the expected dispatch date either by phone, email or mail and the product will be sent to you as soon as it becomes available.

You will not be charged any additional delivery costs for backordered items delivered to you at a later date. Your credit card will not be charged for backordered items until they are dispatched, however for security reasons, all cheques will be banked on receipt. 


WAITLIST

When an item is not currently available for immediate sale, you may be able to join the waitlist for that product. An order on waitlist is not guaranteed, as availability of waitlist products is based on stock fluctuations. Your request for a product will remain on the waitlist for a maximum of six weeks. If the item becomes available, EziBuy Limited or EziBuy International Limited will then ship it to you and charge you at that time, with no additional delivery cost. If the item still can't be supplied after six weeks you will not be charged and your order of that item will be automatically cancelled. You will receive email confirmation when this happens.


REFUNDS

Returns are credited in the manner in which they were originally paid, unless a balance exists on your customer number. Telebanking and eftpos orders through our retail stores will be refunded by way of a refund cheque. If you are owed less than $5 in total, our policy is to hold this amount and automatically deduct it from the total of your next order. However you can request a refund cheque by calling 0508 500 500.


PERSONALISED PRODUCTS

Our usual returns policy does not apply to personalised products, so please check all details carefully before ordering. Products will be produced exactly as you have stated including treatment of upper and lower cases. Accents and other symbols cannot be printed. Any errors in personalisation details on your part will be your responsibility, and the personalised product cannot be returned to EziBuy for replacement or refund. If personalised products are faulty, we will meet our obligations under the Consumer Guarantees Act to provide a remedy.