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Returns & Exchanges

For all Returns, Refunds and Exchanges please email;

admin@possumdown.co.nz stating your order number, the item you'd like to return and the reason why you want to return it.

 

Returns

If for any reason you are not happy with your purchase we are happy to refund within 30 days of purchase. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

 

On receipt of your returned item, it will be inspected and you will be notified of approval. Please make sure to include your email address so we can contact you. If your return is approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. Although a credit will be applied immediately after approval it often takes several days for banks to process with certain parts of the world taking longer than others. Delays can unfortunately be normal.

 

Shipping costs are non-refundable and any return shipping costs are payable by you. However if you receive a refund for a defective garment, the cost of shipping will also be refunded.

 

Exchanges

Our quality controls are of the highest standard, but rest assured that if an item is found to be defective we will replace it immediately (subject to availability) and we will pay for the return shipping.

 

Sale items

Unfortunately sale items cannot be returned.

 

Returns on Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the original purchaser.

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at admin@possumdown.co.nz

 

Shipping

To return your product, please mail it to;

Possumdown Knitwear Ltd

PO Box 58830

Botany 2163

Auckland

New Zealand

 

Depending on where you live, the time it may take for your exchanged product to reach you may vary. This is generally 3-10 days. Because we cannot be responsible for items lost in the mail you should consider using a trackable shipping service or purchasing shipping insurance when returning an item.