Return and Refund Policy
Last updated: 16 June 2026
At Auckzy, we are committed to providing a pleasant, safe, and transparent shopping experience. Every order goes through a thorough quality check before it leaves our fulfilment centre. However, we understand that sometimes a product may not fully meet expectations and for this reason, we offer several solutions.
Australian customers: This Refund Policy is in addition to your rights under the Australian Consumer Law (ACL — Schedule 2 of the Competition and Consumer Act 2010), which provides statutory consumer guarantees that cannot be excluded. Where a product has a major failure, you may choose between a refund, replacement, or repair. The 30-day goodwill window described below does not limit your ACL consumer guarantee rights.
New Zealand customers: This Refund Policy is in addition to your rights under the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986. These statutory rights apply regardless of the terms set out below. Where a product fails to meet a consumer guarantee under the CGA, you are entitled to a remedy from us. Nothing in this policy limits those rights.
1. Return Window — 30-Day Guarantee
You can request an exchange or refund within 30 days of receiving your order. This is a firm deadline — return requests submitted more than 30 days after the confirmed delivery date will not be accepted, except where required by law (ACL consumer guarantees for Australian customers; CGA consumer guarantees for New Zealand customers).
2. How to Submit a Return Request
Follow these steps to submit your return request:
Step 1 — Send us an email
Email us at support@auckzy.com with the following information:
- Order number
- Full name
- Email address
- Reason for your return or exchange request
Step 2 — Complete the return form
Together with your email, complete and submit our official return and cancellation form:
The form includes a number of declaration fields that you are required to actively confirm. These confirm that you have read and agree to our return conditions and provide our fulfilment partner with the authorisation needed to process your request.
Note: we are in the process of integrating this form directly into our website. Once available, the form will be accessible at auckzy.com/pages/returns-page and this policy will be updated accordingly.
Step 3 — Wait for our response
Once we have received both your email and completed form, our team will review your request and contact you with further instructions. Please do not send any items back until you have received written confirmation from us.
Your return request is only registered once both the email and the completed form have been received. Emails without a completed form, or forms without a corresponding email, will not open a return case.
3. Conditions for Accepting a Return
All of the following conditions must be met for a return to be accepted:
- The item must be unused and unwashed
- The item must be in perfect, undamaged condition — items showing signs of wear, damage, or alteration will be refused
- The item must be returned in its original packaging
- All original tags must be intact and attached — items with removed or missing tags will not be accepted under any circumstances
- All hygiene seals or stickers must be unbroken and in place — for hygiene and safety reasons, items where the hygiene seal has been removed or tampered with cannot be accepted, regardless of the reason for return
If any of these conditions are not met, we reserve the right to refuse the return and send the item back to you at your expense. This applies to change-of-mind returns; statutory consumer guarantee remedies under ACL (Australian customers) and CGA (New Zealand customers) are not affected for genuinely defective goods.
Items purchased on sale cannot be returned or exchanged outside of statutory consumer guarantee remedies.
4. Wrong or Damaged Items
Every order placed at Auckzy passes through a strict quality control process before shipment. We take product quality seriously and stand behind every item we send out.
In the rare event that you receive a wrong or damaged item, please follow the steps in § 2 above and include the following in your email:
- A minimum of 5 clear photographs of the item, showing:
- The full item
- The specific area of damage or the incorrect item in detail
- The original packaging
- The label or tag
- The order confirmation or packing slip
Requests for wrong or damaged items submitted without the required photographs will not be processed. This documentation is required to investigate your case thoroughly and to prevent misuse.
Once your case has been reviewed and the issue confirmed, we will cover the return shipping costs and work with you to find the best solution — which may include sending a replacement item, or a partial refund, depending on the nature of the issue. We may also offer you the option to keep the item at no extra cost, depending on the situation.
We do not automatically issue refunds or replacements without first reviewing the submitted evidence. All cases are assessed individually and fairly.
5. We Do Not Accept Returns For
- Requests submitted more than 30 days after the confirmed delivery date
- Requests submitted without a completed return form
- Items where tags have been removed or hygiene seals broken
- Items that are damaged, worn, washed, or altered after delivery
- Sizing errors if the size guide on the site was not consulted
- Minor manufacturing differences (1–3 cm) within normal tolerance
- Damage caused after delivery
- Subjective expectations regarding style, colour, or fabric
- Delivery delays (delivery times are estimates, not guarantees)
These limitations apply to change-of-mind returns only. Statutory consumer guarantees under ACL (Australian customers) and CGA (New Zealand customers) for defective or non-conforming goods are not affected.
6. Return Shipping — At Customer's Expense
Return shipping costs are entirely at the customer's own expense for all change-of-mind returns. Auckzy does not provide prepaid return labels or reimburse return shipping costs for change-of-mind returns, except where required by law (e.g. ACL major failure remedies for Australian customers; CGA remedies for New Zealand customers).
You must use a trackable shipping service. The tracking number must be provided to support@auckzy.com after your request has been approved. Without a valid tracking number, we cannot guarantee a refund.
Once your return request has been approved, we will provide the correct return address. Please note that returns are processed through our international logistics centre and the return address may vary by order.
Do not send any items back without receiving written approval from us first. Unauthorised returns will not be processed and may be refused at the logistics centre.
7. Where Products Are Shipped From
Our products are shipped directly from our international logistics centre. This allows us to offer a wider range of items, exclusive collections, and competitive prices — reaching customers across Australia and New Zealand without compromising on quality.
8. Exchanges
You can request a size or model exchange within the 30-day window by following the steps in § 2 above. Once the original product is received, inspected, and approved, we will dispatch the replacement item.
9. Refunds
Approved refunds will be processed within 14 days of us receiving the returned product, using the same payment method used for the purchase. Where ACL or CGA statutory remedies apply, refund timing may be earlier as required by law.
Thank You for Your Trust
Our goal is to provide a clear, accessible, and satisfactory experience for every customer.
For any questions, contact us at support@auckzy.com.
