Refund policy

To start a return, click here

Please read and understand our return and exchange policy before contacting us or submitting a return

Returns/Refund Policy:

  • We accept returns and exchanges up to 14 days after receiving your order. Returns or exchanges requested after the initial 14 day period will not be accepted. 

  • To be eligible for a return or exchange, your item must be in the same condition that you received it: unworn, unused, and in its original packaging, in a condition suitable for resale. Items that have been damaged, altered, or materially deformed after delivery due to customer handling (including but not limited to crushing, vacuum sealing, or improper storage) will not be accepted for return or exchange. We advise you to use the original packaging box you received 

  • You’ll also need the receipt, invoice or proof of purchase. We will not accept returns if we believe the return goods have been worn or used. 

  • Discounted and sale items are final and cannot be returned or exchanged, unless damaged or faulty

  • We offer free returns to Australian and New Zealand customers who opt in for our checkout +. Customers who don't opt in for free returns are liable for the costs of returning goods to our store

  • The customer will be liable for the shipment costs of returning goods to our store for all EU, US, UK and other international orders outside of New Zealand and Australia 

  • Shipping costs are the responsibility of the customer and are non-refundable. Only the purchase price of the product will be refunded, unless the product is damaged or faulty


To start a return, click here

If your return or exchange is accepted, we’ll send you a return shipping label, or give you instructions on how and where to send your package. Items sent back to us without first requesting a return or exchange will not be accepted.

You can always contact us for any return question at info@fandco.co.nz

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If your item is damaged or faulty please let us know within 14 days of receiving the goods in order for a refund. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return and you're yet to receive your refund, please contact us at info@fandco.co.nz.

Please note we do not offer refunds on the shipping costs of sending the product to you, unless requested prior to shipping.

Exchanges
We allow exchanges within 14 days of receiving your order, provided the item meets our return and exchange eligibility requirements outlined above.

To request an exchange, please contact us at info@fandco.co.nz with your order details and the item you would like to exchange. Once your exchange request has been approved, we will generate an invoice for the shipping costs required to send the replacement item back out to you.

The customer is responsible for all shipping costs associated with exchanges, including the cost of returning the original item to us (unless otherwise stated in our returns policy) and the cost of shipping the replacement item. Exchange shipments will only be processed once the required shipping invoice has been paid.

Items sent back for exchange without prior approval from our team will not be accepted.


 

Right of Withdrawal for EU customers

Under the EU Consumer Rights Directive, you have the right to withdraw from many contracts within 14 days of receiving your order, without providing any reason.

To exercise your right of withdrawal, click here: https://f-andco.myshopify.com/apps/redo/returns-portal/login?withdraw=true

Please note that under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.

At checkout, you may add withdrawal coverage to your order. If you purchased withdrawal coverage, your return shipping is fully covered at no additional cost when you exercise your right of withdrawal. Please note that customers who do not purchase withdrawal coverage are responsible under Article 14(1) of Directive 2011/83/EU for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.

We will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.

This right applies to all items purchased through our store, with certain exceptions such as digital products, perishable goods, sealed personal hygiene products, and personalised items, as set forth in Article 16 of Directive 2011/83/EU.