Refund & Returns Policy

Your rights under New Zealand law come first

Nothing in this policy limits the rights you have under the New Zealand Consumer Guarantees Act 1993 (CGA) or the Fair Trading Act 1986. If a product we sold you fails to meet a statutory guarantee — for example it is not of acceptable quality, does not match its description, or is not fit for a purpose we agreed — you are entitled to a remedy under the CGA. That remedy may be a repair, a replacement, or a refund, depending on the nature of the failure, and we cover the return shipping in those cases.

Change of mind — 14 days

On top of your statutory rights, we offer a 14-day change-of-mind window. You can return most items within 14 days of the delivery date for a refund of the product price, on these conditions:

• The item is unused, in its original condition, and in its original packaging (including any tags, manuals, or accessories).
• You cover the return shipping. We recommend a tracked service — until we receive the parcel back, it is at your risk.
• Original outbound shipping (if you paid for it) is not refunded for change-of-mind returns.
• We refund to the original payment method only, usually within 5 working days of the returned item arriving back with us.

We don't charge a restocking fee. If we receive the item back in a condition that has clearly been used or damaged in ways we can't resell, we'll get in touch before deciding next steps — either offering a partial refund or returning the item to you at your cost.

Faulty, damaged, or wrong items

If your item arrives damaged, has a manufacturing fault, or is not what you ordered, please tell us within 30 days of delivery. We'll cover the return shipping and either send a replacement (where one is available) or refund you in full, whichever you prefer.

To get a faulty / damaged claim moving quickly, please email hello@shoppilot.co.nz with:

• your order number;
• a short description of what's wrong (one or two sentences is fine);
• clear photos of the damage, the fault, or the wrong item — and a photo of the outer packaging if the parcel itself was damaged in transit.

We aim to acknowledge faulty-item emails within one working day. Once we've agreed the next step we'll send you a prepaid return label (where the item needs to come back) and process the refund or replacement within 5 working days of receiving the returned item, or, where a return isn't needed, within 5 working days of agreeing the outcome.

For more serious faults — anything that has caused injury, a burn, or a hazard — please stop using the item immediately and contact us straight away. We take product safety seriously and we'll work with you on the appropriate remedy under the CGA.

Items we can't accept back

For hygiene, safety, or practical reasons, the following are not eligible for change-of-mind returns (your statutory rights for faulty items still apply):

• perishable goods (food, plants, fresh items);
• personalised or made-to-order items (anything customised at your request);
• intimate hygiene products that have been opened or used — for example earphones with in-ear tips that have been worn, shavers, oral-care heads, used grooming tools;
• downloadable digital products once the download has been accessed;
• gift cards and store credit (where applicable).

How to request a refund or return

1. Email hello@shoppilot.co.nz with your order number and a sentence on why you want to return the item. For faulty / damaged claims, please attach photos.
2. We'll reply with confirmation, the return address, and a prepaid label if we're covering the shipping.
3. Package the item securely (the original box is best) and send it back. Hold onto your tracking number until you see the refund land.
4. Once we receive the item we'll inspect it and process your refund within 5 working days. Your bank may take a further few days to make the money visible on your statement.

Cancelling an order before it ships

If you change your mind in the first few hours after placing the order, email us straight away — if we haven't yet passed the order to our fulfilment partner we can usually cancel it cleanly and refund you in full. Once the order has been dispatched it falls under the change-of-mind process above.

Contact

All refund and return questions go to hello@shoppilot.co.nz. Please include your order number — it helps us help you faster.