Returns & Refund Policy

Returns & Refund Policy

Effective Date: 05/06/2025

Due to the intimate and personal nature of our products, we maintain strict return policies to ensure hygiene and safety for all customers.

1. General Return Policy

1.1 Eligible Returns

We accept returns only for:

  • Defective or faulty products
  • Damaged items received during shipping
  • Incorrect items sent in error
  • Products with manufacturing defects

1.2 Non-Returnable Items

The following cannot be returned:

  • Opened or used products
  • Products removed from sealed packaging
  • Lubricants, oils, or consumables
  • Clearance or final sale items
  • Products without original packaging
  • Items purchased more than 14 days ago

2. Return Process

2.1 Initiating a Return

  1. Contact us within 14 days of receiving your order
  2. Email info@allmysins.co.nz with:
    • Order number
    • Product name and SKU
    • Detailed description of the issue
    • Clear photos showing the defect/damage
    • Photos of packaging if damaged in transit

2.2 Return Authorization

  • We will review your request within 2 business days
  • If approved, you'll receive a Return Authorization Number (RAN)
  • Returns without RAN will not be accepted
  • RAN is valid for 14 days from issue date

3. Return Shipping

3.1 Shipping Costs

  • Defective/Incorrect Items: We cover return shipping costs
  • Other Returns: Customer pays return shipping
  • We will provide prepaid shipping labels for covered returns
  • Use tracking for all returns; we're not responsible for lost packages

3.2 Packaging Requirements

  • Use original packaging if possible
  • Ensure items are securely packaged
  • Include RAN and order information
  • Do not write on original product packaging

4. Inspection and Processing

4.1 Inspection Process

  • Returns are inspected within 5 business days of receipt
  • We verify eligibility and condition
  • Photos may be taken for quality control
  • You'll be notified of inspection results via email

4.2 Approved Returns

For approved returns, choose:

  • Replacement: Sent within 3-5 business days (subject to availability)
  • Refund: Processed within 7-10 business days
  • Store Credit: Issued immediately with 10% bonus

5. Refund Details

5.1 Refund Method

  • Refunds issued to original payment method
  • Credit card refunds may take 5-10 business days to appear
  • PayPal refunds typically process within 24 hours
  • Bank transfer refunds may take 3-5 business days

5.2 Refund Amount

  • Product cost fully refunded for approved returns
  • Original shipping costs non-refundable unless our error
  • Return shipping costs deducted if customer responsibility
  • Promotional discounts prorated across all items

6. Exchanges

  • Direct exchanges not available
  • Return item for refund, then place new order
  • We'll honor original promotional pricing if applicable
  • Contact us for assistance with exchange orders

7. Warranty Claims

7.1 Manufacturer Warranties

  • Many products include manufacturer warranties
  • Warranty periods vary by product and brand
  • Register products with manufacturers when applicable
  • We assist with warranty claim coordination

7.2 Extended Protection

  • Optional extended protection available at checkout
  • Covers accidental damage and extended defects
  • Terms vary by protection plan selected
  • Claims handled through third-party provider

8. Special Circumstances

8.1 Damaged in Transit

  • Report damage within 48 hours of delivery
  • Provide photos of damaged packaging and product
  • Keep all packaging materials for carrier claims
  • We handle carrier claims on your behalf

8.2 Missing Items

  • Report missing items within 48 hours
  • We verify against packing records
  • Replacement sent immediately if confirmed
  • Investigation with carrier if necessary

9. Contact for Returns

Returns Department
Email: info@allmysins.co.nz
Phone: [Insert Phone]
Hours: Monday-Friday, 9 AM - 5 PM NZST