Refund & Returns Policy

Something From Home — New Zealand & Australia

Last updated: 24 October 2026

Our Commitment

Something From Home is committed to supplying products that are accurately described, safe, of acceptable quality and suitable for their intended purpose.

This policy explains our voluntary change-of-mind return arrangements and how we handle faulty, damaged, incorrect or otherwise nonconforming products.

Nothing in this policy excludes or restricts mandatory rights under the New Zealand Consumer Guarantees Act 1993, the Australian Consumer Law where applicable, or other relevant consumer protection legislation.

15-Day Change-of-Mind Returns — Eligible Non-Food Products

We offer a voluntary 15-day return period for eligible non-food products.

You have 15 days from receiving your order to request a change-of-mind return.

To qualify, products must generally:

• Be unused and unworn.

• Be in the same condition as when received.

• Be in their original packaging, with tags where applicable.

• Be accompanied by an order number, receipt or other proof of purchase.

• Not fall within a change-of-mind exclusion listed below.

Please contact ask@somethingfromhome.co.nz before sending an item back so we can provide return instructions.

This voluntary 15-day period does not limit your statutory rights for faulty or nonconforming goods.

Food & Perishable Products

We do not offer change-of-mind returns for food, beverages or other perishable products after they have left our premises.

This is because we cannot verify how these products have been stored, transported or handled after purchase.

However, this exclusion does not apply where a product fails to meet applicable consumer guarantees.

If a food product is faulty, unsafe, damaged, incorrect, misdescribed or otherwise nonconforming, please contact us.

We will assess the issue and provide the remedy required by applicable law.

Other Change-of-Mind Exclusions

The following products are generally not eligible for voluntary change-of-mind returns:

• Food, beverages and perishable products.

• Custom-made or special-order products.

• Opened personal care or hygiene products.

• Hazardous materials or products that cannot safely be returned.

• Gift cards.

• Sale or clearance products.

These exclusions apply only to voluntary change-of-mind returns. They do not remove statutory consumer rights.

Faulty, Damaged, Unsafe or Incorrect Products

If you receive a product that is faulty, unsafe, damaged, incorrect, materially different from its description or otherwise fails to meet applicable consumer guarantees, please contact us.

Email ask@somethingfromhome.co.nz and provide:

• Your order number or proof of purchase.

• A description of the issue.

• Photographs where available and relevant.

We may request additional information to help assess the issue.

Depending on the circumstances and applicable law, the appropriate remedy may be a repair, replacement, refund or another legally required resolution.

Where a consumer guarantee has been breached, the remedy and any reasonable associated return costs will be handled in accordance with applicable law.

Product Descriptions, Ingredients & Allergens

We aim to provide accurate product information.

Product packaging may contain additional ingredient, allergen and nutritional information. If you need specific information before purchasing, please contact us.

If product information is inaccurate, misleading or does not meet applicable legal requirements, we will assess the matter and any remedies under applicable consumer law.

In-Store Purchases

For eligible non-food change-of-mind returns purchased in-store, please bring the product and proof of purchase to our Browns Bay location for assessment.

Food products purchased in-store are subject to the same change-of-mind exclusions described above.

Statutory consumer rights apply to in-store and online purchases.

Online Purchases

For online returns, please contact us before sending a product back.

We will provide return instructions and confirm whether inspection or return of the product is required.

For voluntary change-of-mind returns, items sent without prior arrangement may not be accepted.

This requirement does not limit statutory remedies for faulty or nonconforming goods.

Exchanges

We do not offer direct exchanges as a general change-of-mind service.

If an eligible voluntary return is approved, you may place a new order for an alternative product after the return has been processed.

Where a replacement is required or available as a statutory consumer remedy, it will be handled in accordance with applicable law.

International Orders — Customs & Biosecurity

International orders may be subject to customs clearance, biosecurity inspections, duties, taxes and import restrictions.

These processes can cause delays outside our direct control.

A customs or biosecurity delay does not automatically create an entitlement to cancel an order or receive a refund.

If a parcel is lost, not delivered, seized, destroyed, damaged or otherwise affected, we will assess the circumstances and any obligations or remedies under applicable law.

Items Unavailable After Purchase

We make every effort to maintain accurate stock levels.

If an item becomes unavailable after you have placed your order, we will notify you and refund the affected item.

Any appropriate adjustment to shipping charges will be assessed based on the circumstances.

Refund Processing

For an approved voluntary return, we will notify you of the outcome after any required inspection.

Approved refunds will generally be issued to the original payment method.

Your bank or payment provider may require additional time to process the refund.

Where applicable law requires a particular refund method or timeframe, those requirements will apply.

Return Address

Please contact us before sending a return.

Something From Home
728A Beach Road
Browns Bay
Auckland 0630
New Zealand

For tracked returns, please send tracking details to ask@somethingfromhome.co.nz.

Contact Us

Email: ask@somethingfromhome.co.nz
Phone: +64 22 459 5321

We will review your enquiry and explain the next steps.