Refund & Returns Policy
We want you to be happy with your purchase. If something goes wrong with your order, please contact us and we will do our best to help. This Refund and Returns Policy explains how we handle returns, refunds, exchanges, cancellations and delivery issues.
Our Return Policy
We accept eligible returns within 15 days of delivery. To be eligible for a return, the product must be:
- Unused and in the same condition as when you received it
- Unopened and suitable for resale
- In its original packaging and packaging materials
- Accompanied by your order number and purchase details
Please contact us at support@whiffy.co.nz before sending anything back. We will provide return instructions and, where applicable, a return label.
Products We Cannot Accept for Change-of-Mind Returns
For hygiene, safety and resale reasons, certain products are not eligible for change-of-mind returns or refunds once opened or used.
- Opened or partially used fragrances
- Products that have been sprayed or tested
- Products sold specifically as Testers
- Gift cards
- Downloadable vouchers
- Promotional coupons
- Sale or clearance items, where the terms of the sale state that they are final sale
- Personal care products such as creams, shampoos, conditioners and body lotions where the product has been opened
- Products with special gift packaging that has been opened or used
These exclusions do not affect your rights under the New Zealand Consumer Guarantees Act where that Act applies.
Change-of-Mind Returns
If you have simply changed your mind about a fragrance, we may accept a return provided the product is unopened, unused and in its original condition.
Because fragrance preferences are highly personal, we do not offer change-of-mind exchanges for fragrances that have been opened, sprayed or tested.
Where an eligible change-of-mind return is approved, a 15% restocking fee may apply. Original shipping costs are generally non-refundable, and return shipping costs may be deducted from the refund where applicable.
Damaged or Faulty Products
If your order arrives damaged, defective or with an issue that was not caused by you, please contact us as soon as possible.
Please email support@whiffy.co.nz with:
- Your order number
- Clear photographs of the product
- Photographs of the box and shipping packaging
- A brief description of the issue
We will review the issue and work with you to find an appropriate solution. Depending on the circumstances, this may include a replacement, repair, refund or another appropriate remedy.
Your rights under the Consumer Guarantees Act 1993 are not affected by this policy.
Delivery, Missing & Delivered Parcels
We take delivery issues seriously and will assist customers when an order has not arrived or there is a problem with the delivery.
Once an order has been dispatched, we provide the relevant courier tracking information and work with the courier where an investigation is required.
Parcel Confirmed as Delivered
If the courier’s tracking system confirms that a parcel has been delivered to the nominated delivery address, we may request additional information and delivery evidence from the courier before determining the appropriate resolution.
Where the courier provides photographic or other delivery evidence showing the parcel was delivered to the nominated delivery location, we will review that evidence carefully.
If the evidence confirms that the parcel was correctly delivered and there is no indication that the parcel was lost or mishandled before delivery, we may be unable to provide a refund or replacement for a parcel that appears to have been removed, taken or lost after delivery.
For example, if a courier provides a delivery photograph showing the parcel inside or at the nominated letterbox, and the delivery details correspond with the address provided on the order, we will use this information when assessing the claim.
However, every delivery issue is reviewed based on the individual circumstances. If you believe the parcel was incorrectly delivered, delivered to the wrong location, or the courier’s delivery evidence is incorrect, please contact us as soon as possible so we can investigate the matter with the courier.
Please make sure your delivery address is secure and accessible before placing an order. Where possible, we recommend using a secure delivery location or selecting an appropriate delivery option if your address has a known risk of unattended parcels being taken.
Lost or Undelivered Parcels
If your parcel has not arrived within the expected delivery timeframe, please contact us. We can check the tracking information and, where appropriate, lodge an investigation with the courier.
We will assess the circumstances and work with the courier to determine what happened and what resolution may be available.
If a parcel is confirmed as lost before delivery, we will work with you to provide an appropriate remedy in accordance with your rights and applicable New Zealand consumer law.
Refunds
Once an approved return has been received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will normally be processed to the original payment method within 2–5 business days. Your bank or payment provider may require additional processing time before the funds appear in your account.
Refund amounts may be adjusted where a restocking fee or return shipping cost legitimately applies to an eligible change-of-mind return.
We do not apply restocking fees or exclude statutory remedies where a refund or other remedy is required under the Consumer Guarantees Act.
Order Cancellations
If you have changed your mind about an order, please contact us as soon as possible.
- Orders may be cancelled before they are dispatched where we are able to stop processing the order.
- Once an order has been dispatched, cancellation may no longer be possible.
- If an order has already been shipped, you may still be able to request a return where the product meets our return requirements.
Where a cancellation is requested before dispatch, any applicable payment processing fees that we have already incurred may be deducted where permitted and clearly disclosed at the time of purchase.
Exchanges
We offer exchanges primarily where a product is damaged, defective or there is another issue covered by our obligations as a retailer.
If you receive a damaged or defective item, please contact us within 7 days of delivery and provide photographs to support@whiffy.co.nz.
If the approved replacement is unavailable, we may provide another appropriate remedy, which may include a refund.
We do not offer exchanges simply because you do not like the fragrance after opening or testing it. Fragrance preferences are highly individual, so we recommend trying a sample before purchasing a full-size bottle whenever possible.
Authenticity Guarantee
We are committed to supplying 100% authentic fragrances. We source our products through official manufacturers, authorised distributors and established fragrance suppliers.
If you have concerns about the authenticity of a product purchased from us, please contact our support team.
- Send us clear photographs of the product and packaging
- Include photographs of the barcode and batch information where available
- Provide your order number
- Explain your concern so we can investigate it properly
We will review the information and, where necessary, work with our supplier or brand representative to verify the product.
Shipping Returns
Please do not send a product back to the manufacturer.
Contact us first at support@whiffy.co.nz so we can provide the correct return instructions.
For eligible change-of-mind returns, the customer is generally responsible for the cost of returning the product. Where a product is faulty, damaged or otherwise covered by a statutory remedy, we will handle the return costs in accordance with applicable New Zealand law.
Late or Missing Refunds
If you have been notified that your refund has been processed but you have not received it yet:
- Check your bank account again.
- Check with your credit card or payment provider.
- Contact your bank if the refund is still not showing.
If you have completed these steps and still cannot locate your refund, please contact us at support@whiffy.co.nz and we will be happy to check the refund status.
Consumer Rights
Nothing in this Refund and Returns Policy is intended to limit or exclude any rights you may have under the New Zealand Consumer Guarantees Act 1993 or other applicable New Zealand legislation.
Where a product or service does not meet a statutory guarantee, you may be entitled to an appropriate remedy depending on the circumstances.
If we are unable to resolve a genuine consumer issue directly with you, you may have the option of using an appropriate dispute resolution service, including the Disputes Tribunal where applicable.
Need Help?
We’re always happy to help. If you have a question about a return, refund, damaged product, missing parcel or delivery issue, please contact us before taking further action.
Email: support@whiffy.co.nz
When contacting us, please include your order number and the email address used when placing the order so we can assist you as quickly as possible.
