Returns & Exchanges
Timeframes
- Damaged or faulty items: Contact us within 7 days of delivery.
- Approved returns/exchanges: Must be sent back within 30 days of approval.
Eligibility for Returns or Exchanges
We accept returns or exchanges only when:
- The item arrives damaged, faulty, or incorrect, or
- You ordered the wrong apparel size, and the item is: unworn, unwashed, with original tags attached, and in the original packaging.
To assess your request, clear photos of the product and packaging are required.
We do not accept change-of-mind returns.
How to Start a Return
Email support@stayeqpt.com with:
- Your order number
- Reason for return
- Supporting photos
If approved, we’ll issue a Return Authorisation (RA) with instructions.
- Faulty, damaged, or incorrect items: We’ll provide a prepaid return label.
- Size exchanges or other approved non-faulty returns: You cover the cost of return postage.
Parcels sent without an RA cannot be accepted.
Size Exchanges
If you ordered the wrong size:
- You may exchange the item once for the same product in a different size (subject to availability).
- You cover the return postage.
- We cover the outbound shipping for the replacement.
The product must remain in original, unused condition.
Damaged or Faulty Items
If your order arrives damaged, faulty, or incorrect:
- Contact us within 7 days with photos of the item and its packaging.
- We’ll assess the issue and offer a repair, replacement, or refund where required under New Zealand consumer law.
Returns & Refunds
For information on returns, eligibility, and timeframes, please see our Returns & Exchanges Policy
Non-Returnable Items
To ensure hygiene, safety, and product integrity, we do not accept returns or exchanges on:
- Liquid chalk (opened or used)
- Personal-use items
- Sale or clearance items
- Sample sale items
- Gift cards
Refunds
Refunds are issued only for faulty, damaged, or incorrectly supplied items that have been approved by our team.
All other approved returns will be processed as:
- Exchanges, or
- Store credit (if applicable)
If a refund is approved:
- It will be issued to your original payment method within 10 business days of receiving and inspecting your item.
- Your bank or payment provider may require additional processing time.
If it has been more than 15 business days since your refund was approved, contact us at returns@stayeqpt.com
Return Address
If your return is approved, your RA email will include:
- A Return Authorisation form, and
- Instructions for sending the item back
(including the correct return address). - Your bank or payment provider may require additional processing time.
If it has been more than 15 business days since your refund was approved, contact us at returns@stayeqpt.com
