Returns & Refund Policy
I've changed my mind and no longer want the item I ordered
If you've changed your mind, we may accept a return under our voluntary change-of-mind policy provided the item is unopened, unused, in original saleable condition and returned within 30 days of delivery. You'll also need to provide your receipt or other proof of purchase.
Change-of-mind returns are subject to the conditions in this section and are not a legal right under the Consumer Guarantees Act 1993 ("CGA").
If the item is not returned in the required condition, Savvy Badger may decline the change-of-mind return. Where the item has been handled beyond what is reasonably necessary to inspect it and this has reduced its value, we may deduct a reasonable amount reflecting that reduction in value from the account credit, where permitted by law.
The cost of returning a product to us for a change-of-mind return is the responsibility of the customer.
Once we've received the item and our returns team confirms that it meets the requirements of this policy, we will issue an account credit for the eligible amount. Account credit for change-of-mind returns is not redeemable for cash and will expire 3 years after the date of issue, unless otherwise required by law.
Where you cancel a pre-order or back-order solely because you have changed your mind, any cancellation charge will only be applied where permitted by law and will be a reasonable amount reflecting costs we have reasonably incurred in connection with the order.
This fee will not apply where you are entitled to cancel the order or receive a refund under the CGA, Fair Trading Act 1986 ("FTA") or any other applicable law.
Please note:
Certain products may not be eligible for voluntary change-of-mind returns due to their nature, condition, hygiene, safety or resale considerations. Please refer to the Exceptions / Non-Returnable Items section below for examples and further details.
These restrictions apply only to voluntary change-of-mind returns and do not limit any rights or remedies you may have where a product is faulty, defective, unsafe, does not match its description, or otherwise fails to comply with an applicable consumer guarantee or other legal requirement.
To start a return, please contact us through our Contact Us page.
If your return is accepted, we'll send you instructions on how and where to send your package. Please do not send items back without first contacting us and receiving return instructions.
Damages, Faults and Other Issues
Please inspect your order after delivery and contact us as soon as reasonably practicable if the item is defective, damaged, incomplete, unsafe, does not match its description, or if you receive the wrong item, so that we can assess the issue and provide the appropriate remedy.
Where the issue is covered by the Consumer Guarantees Act 1993 or another applicable law, we will provide the remedy required by law. Depending on the circumstances, this may include repair, replacement, refund, cancellation or another applicable remedy.
Where a return is required because of a fault, damage, incorrect item or other issue for which Savvy Badger is responsible, we will provide reasonable return instructions and cover any return delivery costs that we are legally required to meet.
We may ask for photographs, videos, serial numbers, order information or other reasonable information to help us assess the issue. This does not limit your statutory rights.
Where a product is returned for assessment, we may inspect or test the product to determine the nature of the issue and the appropriate remedy. Any assessment will be carried out consistently with your rights under applicable consumer law.
Please contact us through our Contact Us page if you have an issue with a product.
Exceptions / Non-Returnable Items
Some products may not be eligible for a voluntary change-of-mind return because of their nature, condition or applicable hygiene, safety or resale considerations.
Examples may include:
- opened headsets or earphones
- opened massage or personal-use products where hygiene considerations apply
- opened or unsealed video games, software or other products containing activation, download or redemption codes, where the product cannot reasonably be resold as new
- custom-made or personalised products, and products specifically manufactured or modified to the customer's requirements, where a change-of-mind return is not reasonably practicable
- perishable products
- other products where a change-of-mind return is excluded or restricted by law or the terms stated before purchase
Sale items and discounted products are not eligible for our voluntary change-of-mind return policy unless otherwise stated. This does not affect any rights you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or other applicable law.
Gift cards are not eligible for voluntary change-of-mind returns or refunds, except where otherwise required by law.
These exclusions apply only to voluntary change-of-mind returns and do not limit or exclude any rights or remedies the customer may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or other applicable New Zealand law.
Exchanges
For voluntary change-of-mind returns, the fastest way to ensure you get what you want is generally to return the original item in accordance with this policy and, once the return has been accepted, make a separate purchase for the replacement item.
Where an exchange or replacement is required under the CGA or another applicable law, we will provide the remedy required by law.
Refunds
For a voluntary change-of-mind return, the applicable remedy is the account credit described in this policy. A change-of-mind return does not automatically qualify for a refund to the original payment method.
Where you are legally entitled to a refund, including where a refund is required under the Consumer Guarantees Act 1993 or another applicable law, we will process the refund in accordance with the applicable legal requirements and the circumstances of the case.
Where a refund to the original payment method is required or agreed, we will generally process it within 7 business days after the refund has been approved and processed by us. Your bank, credit card provider or payment provider may take additional time to make the funds available.
If you believe a refund that has been approved has not reached you within a reasonable time, please contact us through our Contact Us page.
Consumer Rights
Nothing in this Refund Policy excludes, restricts or modifies any rights or remedies you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable New Zealand law.
Where a product does not meet an applicable consumer guarantee, we will assess the issue and provide the remedy required by law. Depending on the circumstances, this may include repair, replacement, refund, cancellation or another remedy.
Contact Us
If you have any questions about returns, refunds or your rights, please contact us through our Contact Us page.
Savvy Badger Limited
New Zealand
Last updated: 19 August 2026