1.Cancel Policy

We understand that circumstances may arise where you need to cancel your order. Please review our cancellation policy below to ensure a smooth and convenient process.

Cancellation before payment

If you haven't completed the payment for your order, you can easily cancel it on your own. Simply follow these steps: 

a. Log into your account and navigate to the "Order History" section. 

b. Locate the order you wish to cancel and click on the corresponding order number. 

c. Select "Delete this order" and confirm your cancellation. 

Cancellation after payment

 For orders that have been paid but not yet shipped, please contact our customer service to initiate the cancellation process. We may offer specific cancellation policies or solutions based on the product category. Please note the following details: 

a. Orders canceled within 24 hours of payment confirmation will be eligible for a full refund, including the full shipping cost and 100% of the product purchase price. 

b. Once your order has been shipped, it is no longer possible to cancel it.

Please be aware that once production has begun on custom or specialty products (items that are not a stock size), we are unable to accept any cancellations. We apologize for any inconvenience this may cause. 

2. Return Policy

We value your satisfaction, and we understand if you're not completely happy with the items you received. That's why we offer a generous return policy, allowing you to return most items in new condition within 30 days of receipt.

Refund Procedures:
1. Reach out to our friendly customer service team

2. You'll receive clear return instructions within 1 business day.

3. Pack the item carefully using its original packaging, including any accessories that come along with the item(s).

4. Send the package back to us, and once we receive it, we'll promptly process your refund.

5. By default, we'll refund the amount to your payment account.

Refund Circumstances:

1. 14 Days Broken DOA (dead on arrival) items

If the item arrives broken, contact our customer team and refer to the 14 Days Product Guarantee. Please note that if there are any missing components, you may be responsible for the associated costs. 

2. Intact/Damaged items within 60 days from delivered

Within 60 days after the delivery date, if you wish to return an intact and brand-new item, we are happy to cover the price of the item (excluding shipping costs). However, please note that the return shipping fees will be the responsibility of the customer.

3. After 60 days from delivered

We regret to inform you that under this circumstance, we are unable to accept returns or issue refunds for the item.

Defective, Damaged, Mis-shipped, Lost Items 

1. In case you receive a defective, damaged, or wrongly shipped item, you have the option to receive a refund or exchange (excluding accessories). If the item is lost, we will send a replacement if available, or else you will receive a refund.

2. If you suspect that your item was damaged during delivery, it is necessary to obtain a document called "Proof of Damage" from the shipping carrier. This document should be included when you return the package. 

3. In the case of items being delivered, if the package is damaged or appears to have been opened, you have the option to refuse signing for it. Accepting a broken package could potentially impact your ability to make a return request.

Further Suggestions and Important Reminders:

• Communication: Maintain open and timely communication with our customer service team throughout the refund process.Contact us in advance for return instructions and address.
  
• Accurate Information: Provide accurate order details, product No., and your request when contacting us for a return.
• Secure Packaging: Properly package the item with all of the accessories, using the original packaging if possible, to prevent damage during return transit.
• Tracking and Proof: Keep track of the return shipment by obtaining a tracking number and retaining a copy of the shipping receipt as proof.
• Eligibility Check: Be aware that the condition of the item will be evaluated upon return receipt, and eligibility for refund will be assessed accordingly.
• Responsibility for Costs: Understand that any handling fees, back charges, import duties, or return fees incurred throughout the process will be the customer's responsibility.

BEFORE returning a defective item, please contact us to obtain the return shipping address and further instructions. It is important to notify us in advance as NZWE will not assume responsibility for returned item(s) without prior notification.