Refund policy

Returns, refunds and your consumer rights in New Zealand

We want it to be straightforward to contact us about a return or a problem with an order. There are two different types of return: our voluntary 30-day change-of-mind offer, and remedies you may be entitled to under the New Zealand Consumer Guarantees Act (CGA) and Fair Trading Act (FTA), where these laws apply. The conditions of the voluntary offer do not restrict those statutory rights.

Your rights under New Zealand consumer law

Where the CGA applies to a sale to a New Zealand consumer, products come with statutory guarantees, including acceptable quality, matching their description and fitness for purposes covered by the Act. The FTA also protects consumers against misleading representations, including in online sales. These protections are not lost simply because a product was bought at full price, on sale; store policies, gift cards and voluntary return periods cannot override mandatory statutory rights.

If a product fails to meet a guarantee and the problem can be remedied, the seller generally has an opportunity to put it right at no charge within a reasonable time, by repair, replacement or refund as provided by the CGA. If the failure cannot be remedied, is of substantial character, or is not remedied within a reasonable time, you may be entitled to reject the product and seek a refund or replacement. Other remedies, including compensation in applicable circumstances, may also be available. A statutory refund is not restricted to store credit or a gift card.

Our voluntary 30-day period does not limit statutory consumer guarantee rights where the CGA applies. A product does not need to be unused or in its original packaging to be considered for a statutory remedy. We may ask for reasonable proof of purchase, but not necessarily the original receipt. It may be harder in practice to pursue a remedy against an overseas seller.

Our voluntary 30-day change-of-mind offer

Separately from your statutory rights, we offer 30 days to change your mind, counted from the day you receive the product. To qualify for this voluntary offer, the item must be unused and in substantially the same condition as when received. Email us within the 30-day period so we can provide return instructions. This is a voluntary offer, not a time limit on your statutory rights.

For an eligible voluntary change-of-mind return of a regular-price item, we refund the product price to the original payment method. For an eligible voluntary change-of-mind return of an item bought on sale, we provide store credit as an electronic gift card. This gift-card condition applies only to the voluntary change-of-mind offer. It never replaces a refund or other remedy available under the CGA or FTA where those laws apply.

How to request a return

Email kundeservice@tilkjokkenet.no with your order number, the item concerned and whether you are changing your mind or reporting a problem. If you are reporting a problem, please describe it and, if convenient, include a photograph. We will provide the correct return address and practical instructions by email. Our business address in Norway is not automatically a return address.

If you wish to change or cancel an order, contact us as soon as possible after placing it and include your full name, order number and ordering email address. If it has already been dispatched, contact us to discuss the return options available. Nothing in this paragraph limits your statutory rights if an order has not been properly fulfilled.

Who pays for return delivery?

For an eligible voluntary change-of-mind return, you normally arrange and pay for return delivery. We do not provide prepaid return labels for ordinary change-of-mind returns. Please package the item carefully, keep your lodgement receipt and use a trackable service where possible. Responsibility for a voluntary return in transit is subject to applicable law.

For a faulty or otherwise non-compliant product, different rules apply under the CGA where applicable. If an issue is confirmed, we reimburse reasonable return costs you have already paid. For products that are too large, heavy or difficult to return in the usual way, we will meet our obligations to arrange or pay for appropriate collection or return transport. Keep receipts for reasonable postage or transport costs. Please contact us for directions rather than sending a faulty item to an unverified address.

Refunds and processing times

For voluntary returns, we normally process the returned item within 2 business days after we receive it and email confirmation. During busy periods, such as sales, processing may take up to 7 business days. If more than 7 business days have passed since your return was received and you have not heard from us, email kundeservice@tilkjokkenet.no.

These are our usual administrative processing times. They do not postpone or limit any refund or remedy due under the CGA or FTA where applicable. Refunds required by law will be made as required by that law, rather than being restricted to store credit or a gift card.

Wrong, damaged or faulty products

If the wrong item arrives, an item is damaged or something is not working as described, please contact us directly at kundeservice@tilkjokkenet.no. Include your order number and a description of the issue; a photograph can help but is not an absolute condition. We will assess the problem and arrange the appropriate repair, replacement, refund or other remedy under the CGA or FTA where those laws apply. You do not need to deal directly with the manufacturer or our supplier to exercise your rights against us as the seller.

Uncollected parcels

If a parcel is not collected and is returned, please email kundeservice@tilkjokkenet.no so we can review the order and discuss redelivery or any refund available. Any cost or deduction will depend on the circumstances, any applicable agreement and your legal rights. An uncollected parcel does not automatically remove your applicable statutory consumer rights.