Refund policy

We put a lot of time and effort into providing you with clear pictures and descriptions of the products we sell. Therefore, please ensure you choose carefully as we don't provide refunds or exchanges when you simply change your mind. 

If, on the rare occasion, you receive a product from us that is sub-standard we will offer you a remedy. A sub-standard product fits into one of the following categories 

• it has a problem, which, had you known about it, would have prevented you from purchasing the item
• is unsafe
• is significantly different from the description
• doesn't do what it said it would, or asked for and can't be easily fixed.

Our remedy will be one of the following:

• a full refund of the purchase price and postage (subject to the conditions stated below) upon the item being returned to us (we must receive the item for a refund to be issued)
• an exchange of the item after the item has been returned to us (we must receive the item for an exchange item to be issued)
• if neither of these options is suitable, send us photos of the issue and if we agree it falls into one of the above categories you may choose to opt to keep the item and we will offer to compensate you in a manner we deem appropriate for the loss in value. 

Conditions

All refunds and exchanges must be returned within 30 days of the date the item was delivered to you. We recommend all returned items are shipped using a tracking service and/or are insured as we do not provide a refund or issue an exchange unless we have received the returned item. 

When returning items, they must be in their original packaging, free from damage and unused.

You will be required to pay for the return postage. If your exchange or refund is approved by us we will reimburse this expense at the time of the approval. 

Once we receive your item, we will inspect it and notify you of the status of your refund. If your refund is approved we will initiate a refund to your original method of payment. The timing of the refund is dependent on your issuer's policies. 

We do not offer returns or refunds on the following items: 

• gift cards
• downloadable software products
• some health and personal care items

To initiate a refund or exchange, please email us at sales@harmless.nz