Returns & Refunds Policy

Effective Date: 24th January 2026

At Cliffy Hills, we are committed to providing quality products and fair service. This Returns & Refunds Policy outlines your rights and our obligations under New Zealand consumer law.

This policy should be read together with our Terms of Service.

1. New Zealand Consumer Rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 (CGA).

Under the CGA, you are entitled to a remedy if products are:

  • Faulty
  • Not as described
  • Not fit for purpose

These rights apply in addition to any store policies.

2. Change of Mind

We do not offer returns or refunds for change of mind, including:

  • Ordering the wrong item
  • No longer needing the product
  • Finding the product cheaper elsewhere

This applies unless otherwise stated in writing.

3. Faulty, Damaged, or Incorrect Items

If you receive a product that is:

  • Faulty
  • Damaged in transit
  • Incorrect or not as ordered

Please contact us within 7 days of delivery with:

  • Your order number
  • A description of the issue
  • Clear photos of the product and packaging (if applicable)

Depending on the situation, we may offer:

  • A replacement
  • A repair
  • A refund

as required under New Zealand law.

4. Hygiene & Consumable Products

Due to health and safety regulations, we do not accept returns for hygiene, care, or consumable products that:

  • Have been opened
  • Have been used
  • Are not in original sealed packaging

This does not affect your rights if the product is faulty under the Consumer Guarantees Act.

5. Return Conditions

Approved returns must:

  • Be unused and in original condition
  • Include original packaging
  • Be returned within the timeframe provided by our team

We reserve the right to refuse returns that do not meet these conditions.

6. Return Shipping Costs

  • If the return is due to a fault, damage, or our error, we will cover reasonable return shipping costs
  • If a return is approved for other reasons (where applicable), the customer is responsible for return shipping

Shipping costs are non-refundable unless required by law.

7. Refund Processing

Once your return is received and inspected:

  • Approved refunds will be processed to the original payment method
  • Refunds typically take 5–10 business days to appear, depending on your payment provider

8. Business / Wholesale Customers

For business or wholesale purchases:

  • Returns and refunds may be assessed on a case-by-case basis
  • Special pricing, bulk orders, or contract terms may apply

Please contact us before placing large or wholesale orders if you require clarification.

9. How to Request a Return

To request a return or refund, please contact us:

Cliffy Hills

Phone: 09 9711 666

Email: info@cliffyhills.co.nz

Please do not send items back without approval, as unapproved returns may not be accepted.

10. Policy Updates

We may update this Returns & Refunds Policy from time to time. The latest version will always be available on our website.