Refund policy

Returns & Exchanges Policy

At stayEQPT, we want you to feel confident in every purchase. Please read this policy carefully before placing your order.
This policy complies with New Zealand consumer law, including your rights under the Consumer Guarantees Act.

1. Timeframes

  • Damaged, faulty, or incorrect items: Contact us within 7 days of delivery.

  • Return or exchange requests: Must be submitted within 30 days of receiving your item.

  • Approved returns: Must be shipped back within 30 days of receiving your Return Authorisation (RA).

We cannot accept late requests beyond these timeframes.

2. Eligibility for Returns or Exchanges

We accept returns or exchanges only when:

(a) The item arrives damaged, faulty, or incorrect, or

(b) You ordered the wrong apparel size, and the item is:

  • Unworn

  • Unwashed

  • In original condition

  • With all original tags attached

  • In original packaging

To assess your request, clear photos of the item and packaging are required.

We do not accept:

  • Change-of-mind returns

  • Returns for incorrect choice of colour/style

  • Returns on used or opened items

  • Items showing signs of wear

3. How to Start a Return

Please email support@stayeqpt.com with:

  1. Your order number

  2. Your reason for return

  3. Supporting photos of the product and packaging

If your request is approved, we’ll issue a Return Authorisation (RA) with:

  • A Return Authorisation form

  • The correct return address

  • Instructions for postage

  • A prepaid return label (if applicable)

Important:

Returns sent without an RA cannot be accepted.

4. Return Postage Costs

Faulty, damaged, or incorrect items (our error):

  • We provide a prepaid return shipping label.

  • You will not be charged return postage.

Size exchanges or other approved non-faulty returns:

  • You cover the return postage cost.

  • Once we receive the original item, we will ship the replacement to you free of charge (one-time exchange).

5. Size Exchanges

If you ordered the wrong size, you may exchange it once for the same product (subject to stock availability).

Conditions:

  • Item must be unworn, unwashed, and in original packaging

  • You pay return postage

  • We ship the replacement item at no cost

  • Exchanges are limited to one per order

If the size you need is out of stock, we may offer store credit instead.

6. Damaged or Faulty Items

If your item arrives damaged, faulty, or incorrect:

  1. Contact us within 7 days

  2. Include photos of both the item and the packaging

  3. We’ll assess the issue and offer one of the following as required under NZ consumer law:

  • Repair

  • Replacement

  • Refund

We may request the product be returned before approval.

7. Non-Returnable Items

For hygiene, safety, and product integrity, the following items cannot be returned or exchanged:

  • Liquid chalk (opened or used)

  • Personal-use items

  • Sale or clearance items

  • Sample sale items

  • Gift cards

8. Refunds

Refunds are only issued for items that are:

  • Faulty

  • Damaged on arrival

  • Incorrectly supplied

  • Approved by our team after inspection

All other approved returns are processed as:

  • Exchanges, or

  • Store credit (if applicable)

Refund Process:

  • We will notify you once we have received and inspected your return

  • If approved, your refund will be processed to your original payment method within 10 business days

  • Your bank or payment provider may require additional time to clear the funds

If it has been more than 15 business days since your refund was approved, please email support@stayeqpt.com.

9. Return Address

Your RA email will include:

  • A downloadable Return Authorisation Form

  • The correct return address

  • Instructions for packaging and shipping your item

Please do not send returns until your RA has been issued.

10. European Union (EU) Customers

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, provided the item is:

  • Unworn

  • Unused

  • With all tags

  • In original packaging

  • With proof of purchase

This does not apply to non-returnable items listed above.

11. Need Help?

If you have questions about returns, eligibility, or your current request, email us anytime at:

📩 support@stayeqpt.co