Return Policy

Your Rights Under Consumer Guarantees Act

Under New Zealand's Consumer Guarantees Act 1993, you have automatic rights when purchasing goods. Our products are guaranteed to be:

Of acceptable quality
Fit for the purpose for which they are sold
Match their description
Match any sample or demonstration model

If a product fails to meet these guarantees, you may be entitled to a remedy, which may include repair, replacement, or refund. These rights cannot be excluded or limited.

Change of Mind Returns

If you change your mind about a purchase, you may return unused items within 14 days of delivery for a refund or exchange, subject to the conditions below. This policy is in addition to your rights under the Consumer Guarantees Act.

Return Conditions

To be eligible for a change of mind return, items must:

Be in their original, unused condition
Not be damaged, altered, or show signs of wear
Include all original packaging and documentation
Be returned within 14 days of delivery

Return Process

To initiate a return:

Contact us via email at equinox@charmingtycatalo.world with your order details and reason for return
We will provide return instructions and authorization within 2 business days
Package the item securely using original packaging where possible
Ship the item to the return address we provide
We recommend using tracked shipping for your protection

Refunds

Once we receive and inspect your returned item, we will process your refund within 5-7 business days. Refunds will be issued to the original payment method used for purchase.

For change of mind returns, return shipping costs are the responsibility of the customer. For items that fail to meet consumer guarantees, we cover all return shipping costs.

Exchanges

If you wish to exchange an item for a different product, please contact us. Exchanges are subject to product availability. Price differences will be handled through partial refund or additional payment as applicable.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately with photos of the damage. Under the Consumer Guarantees Act, we will arrange for repair, replacement, or full refund at no cost to you, including return shipping.

Non-Returnable Items

Custom-made or personalized items may not be returned unless they fail to meet consumer guarantees. Please contact us to discuss your specific situation.

Contact Us

For questions about returns or to initiate a return, please contact us:

Email: equinox@charmingtycatalo.world
Address: 70 Ash Terrace, Kawhia 3889, New Zealand
Phone: +64 27 487 5888