Returns & Refunds Policy

While we've got our fingers crossed that you'll be over the moon with your Noody goodies, sometimes things just aren't meant to be. If you're pondering a return, here's the lowdown.

Return Procedure

You've got 30 sun-soaked days from the day our parcel lands at your doorstep to mull over a return.

For a valid return, ensure your product is as you got it: sealed, untouched, and snuggled in its original packaging with at least 80% of product remaining. Keep that receipt or proof of purchase in a safe spot—you'll need it!

Starting a return is a breeze. Just drop a note to hey@noody.co.nz with:

• Proof of purchase

• A quick description of the reason for return

• Photos if applicable (especially for damaged items or skin reactions)

Once we give your return the thumbs up, we'll provide the return address. After your item arrives back to us and passes our quality check, we'll process your refund or exchange within 5-7 business days.

International Returns & Refunds

For our overseas customers (outside New Zealand):

Skin Reactions (Change-of-Mind):

• Refunds cover the product amount only (shipping costs non-refundable)

• Requires verification from a healthcare professional OR clear photographic evidence

• Limited to unopened products or those used for patch testing only

• Must be reported within 7 days of first use

Faulty or Damaged Items:

• We'll absolutely make it right with a replacement or refund

• Must be reported within 7 days of delivery for optimal resolution

• Shipping charges aren't covered, but we'll sort out the replacement

• Full consumer guarantee rights apply

All other standard return conditions apply — including our updated policy on sale periods below.

For New Zealand & Australian customers, our standard returns policy applies with full consumer guarantee protections.

Oopsie-Daisy! Faulty/Damaged Items

If your Noody treasure arrived with a scratch, dent, or doesn't work as it should, we've got you covered with a full replacement, shipping included.

Important: Claims for faulty or damaged items must be reported within 7 days of delivery for the speediest resolution. After this, we'll still honor your consumer rights, but it may take a bit longer to sort out.

However, the everyday adventures or curious 'let's see what happens if...' moments that lead to product mishaps aren't on us (sorry, but we're sure you understand!).

Sale, Discount & Free Shipping Periods

During special promotions, change-of-mind returns aren't available—but don't worry, we've still got your back! If something arrives damaged, faulty, or doesn't meet your expectations under the Consumer Guarantees Act, we'll absolutely make it right.

Our promotional prices are our way of sharing the love, so while we can't offer returns on "oops, changed my mind" moments during these times, genuine issues with product quality or suitability are always our priority to fix.

This includes: Sale events, site-wide promos, discount codes, and free shipping offers.

Swapsies? (Exchanges)

Had a change of heart on the product? No worries! Process a return as above—once we've received your returned item and it passes our quality check, we'll send out your new choice.

The deal: You cover the return journey to us, but sending your new gem? That's on us! Processing time is 5-7 business days once we receive your return.

Refunds

Once your return is with us and has passed our eagle-eyed quality check, we'll fill you in on the refund status within 2 business days.

If all's well, your original payment method will show the refund within:

• Credit/Debit Cards: 3-5 business days

• PayPal: 1-3 business days

• Bank Transfer: 2-7 business days

Sometimes banks like to take their sweet time, so a dash of patience might be needed!

Gift Returns

Received a Noody gift that's not quite right? **This policy only applies to gifts purchased directly from www.noody.co.nz**—we can't process returns for products bought from other retailers or stockists.

For gifts bought from us, the same return conditions apply, but we can:

• Refund to a gift card for the recipient to choose something else

• Process a standard return if you have the original receipt from noody.co.nz

• Exchange for a different product (same value or pay the difference)

Gifts from other retailers? You'll need to return those through the original place of purchase—check their individual return policies for the lowdown.

Return Shipping & Costs

Who Pays for Return Shipping:

• Faulty/damaged items: We've got you covered

• Change-of-mind returns: That's on you

• Skin reactions: Customer covers return shipping

• Exchanges: Customer pays return shipping, we cover sending the new item

Product Authentication & Quality Checks

To keep things fair for everyone, all returned products undergo a quality inspection. We check for:

• Product authenticity (sorry, but we've got to be sure!)

• Condition and usage levels

• Original packaging and accessories

Heads up: Products that don't meet our return conditions may be subject to a restocking fee or rejected for return.

Fair Use Policy

We love our loyal customers, but to keep things sustainable for our tiny but mighty team:

• Multiple returns from the same customer may require additional verification

• We reserve the right to limit returns from accounts showing unusual return patterns

• This helps us keep prices fair for everyone!

Your Consumer Rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986. If you have concerns about our service, you can also contact the Commerce Commission.

Questions?

Still have questions? Our team is here to help! Drop us a line at hey@noody.co.nz and we'll sort you out.