Return & Exchange Policy
Whether you have changed your mind or wish to initiate a return for a faulty item, simply follow our returns process. Please contact us at hello@em.skiphop.co.nz to initiate a return.
Change of Mind Returns (You cover the return shipping cost):
You can return an item within 14 days if you:
All return claims for the reasons listed above must be made within 14 days of receiving your product. If you contact us after this period, our customer service team will review your claim on a case-by-case basis.
Items must be returned in perfect, saleable condition with all tags, labels, and packaging intact.
Used, personalised, damaged items cannot be returned. (More information below).
You are responsible for covering the return shipping costs. Please ensure you use Registered Post to avoid any possibility of an item being lost.
Refunds
Once your return is processed, you will receive a product refund to your original payment method.
If we receive an item that is not in perfect resale condition, the item will be returned to you.
Please note that this change-of-mind policy does not limit your rights under Australian consumer law for faulty or misrepresented items.
Returns At Our Expense
We will replace, refund or credit any product, at our expense, under the following circumstances:
The item must be returned to us within 14 days of the Return Confirmation. The item must be packed in the original, unmarked packaging including any accessories and documentation.
Replacement Product
Refunds
Online cancellations and order amendments
Unfortunately we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:
Please ensure all details provided are full and correct at the time of order placement.
