Refund policy
1. Overview
We want everyone to love what they wear — but if something’s not right, we’ll do what we can to make it right in line with New Zealand consumer law.
This policy outlines your rights and our process for returns, refunds, and exchanges.
2. Change of Mind
We don’t offer refunds or exchanges for change of mind, wrong size, or buyer’s remorse — so please check sizing and product details carefully before purchasing.
That said, if you reach out quickly and we haven’t shipped your order yet, we might be able to make changes. Just email the.winr.app@gmail.com as soon as possible.
3. Faulty or Defective Products
If your item arrives damaged, faulty, or not as described, you are entitled to a remedy under the Consumer Guarantees Act 1993 (CGA).
Depending on the issue, we’ll either:
- repair the item,
- replace it, or
- issue a refund.
We may ask for clear photos or videos to confirm the fault before approving a return.
4. Shipping Costs
Customers are responsible for return shipping costs unless the product is confirmed to be faulty under the CGA.
If a refund or replacement is approved, we’ll cover the cost of shipping the replacement back to you.
5. Timeframe for Returns
You must contact us within 14 days of receiving your order if there’s a problem. Items must be returned in their original condition (unworn and unwashed).
6. How to Request a Return
- Email the.winr.app@gmail.com with your order number, description of the issue, and any supporting photos.
- We’ll respond within 3 business days with next steps and the return address.
- Once we receive and inspect the item, we’ll confirm the outcome (refund, repair, or replacement).
7. Refund Processing
Approved refunds will be issued to your original payment method. Please allow up to 10 business days for the refund to appear in your account, depending on your payment provider.
8. Final Notes
Nothing in this policy limits your rights under New Zealand consumer law.
We’re a small brand — but we play fair, and we back our gear.
Be a Winr.