Refund policy

SIMPLE GIFTING RETURNS & FAULTY ITEMS POLICY

1️⃣ Damaged or Faulty Items

For Simple Gifting Stocked Items:

Please inspect your order upon delivery and contact support@itemsonline.co.nz immediately (within 14 days) if items are damaged, faulty, or not working as intended.

Email your proof of purchase, description of the problem, and clear photographs.

We will provide a Return Authorisation (RA) Number and Return Shipping Label, plus instructions on where to send the item.

Confirmed damaged/faulty items will be repaired or replaced free of charge. If a replacement is unavailable, a refund will be issued to your original payment method. Delivery fees are non-refundable.

For Shopify Collective / Supplier Partner Items:

Items are shipped directly from the supplier. Returns, exchanges, and refunds are handled according to the supplier’s policy.

Customers must follow the supplier’s instructions for returns — Simple Gifting can assist, but the supplier’s rules take precedence.

Shipping times, costs, and return windows may vary by supplier.

2️⃣ Change of Mind Returns

For Simple Gifting Stocked Items:

  • 14-day change of mind period from delivery.
  • Items must be unused, in original packaging, and in mint condition, with proof of purchase.
  • Return shipping is at the customer’s cost.
  • Gift cards, sale items, or items marked as non-returnable on the product page are excluded.
  • Email support@itemsonline.co.nz to request a return; items sent without prior notification cannot be accepted.
  • Refunds issued to the original payment method; delivery fees non-refundable. Restocking or damaged return fees may apply.

For Shopify Collective / Supplier Partner Items:

Change of mind returns are subject to the supplier’s policy. Shipping, restocking, and return conditions may vary.

3️⃣ Exchanges

Follow the Change of Mind Return Policy: return the original item, then make a separate purchase for the replacement.

Collective items: exchanges follow the supplier’s policy.

4️⃣ Incorrect Item Received

For Simple Gifting Stocked Items:

Inspect your order upon delivery. Contact support@itemsonline.co.nz immediately if items are missing or incorrect.

Provide proof of purchase and describe the issue. We will arrange returns and replacements, or issue refunds if replacements are unavailable. Claims must be made within 14 days.

For Shopify Collective / Supplier Partner Items:

Suppliers manage fulfilment and errors. Returns and refunds follow the supplier’s policy. Simple Gifting can assist but supplier rules take precedence.

5️⃣ Key Notes for Customers

  • Inspect all items upon delivery for damage, faults, or missing products.
  • Collective products may ship separately from different suppliers, with varying shipping times and costs.
  • For Collective items, follow the supplier’s shipping and returns instructions — this is required for refunds or exchanges.
  • Read product pages carefully for any specific exclusions or conditions.
  • For all other inquiries, email support@itemsonline.co.nz.