Refund policy

At Oolong & Thread, we take pride in the quality of our products. In the unlikely event that something isn’t right, we’re committed to resolving it fairly and in line with New Zealand consumer law.

Your Rights Under the Consumer Guarantees Act

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993 (CGA).

Under the CGA, you are entitled to a replacement or refund if a product is faulty, not as described, or not of acceptable quality.

Faulty Items

If you believe your item is faulty:

Please contact us as soon as reasonably possible after receiving your order.
Include your order number and clear photos of the issue.
We will assess the item and, where appropriate, offer a replacement or refund in accordance with the CGA.

If a fault is confirmed, we will cover return shipping costs.

Non-Returnable Items

The following items cannot be returned unless they are faulty under the CGA:

Gift cards
Digital downloads

How to Start a Return

To begin the returns process, please contact us first. We’ll provide you with the return address and instructions.

Returns sent without prior contact may not be accepted.

Refunds

Once your return is received and inspected, we’ll email you to confirm receipt and advise whether your refund has been approved.

Approved refunds will be processed back to your original payment method. Please allow 3–5 working days for the refund to appear, depending on your bank or payment provider.