Refund Policy

We want you to be completely satisfied with your purchase from Wavespec Limited (Vanvibes). If you are not, we’re here to help. This Returns and Refunds Policy explains how you can return products, and the remedies available, whether for a change of mind or a faulty item. This policy is in accordance with your rights under the NZ Consumer Guarantees Act 1993 and Fair Trading Act, and in consideration of international customers’ consumer rights.

1. Eligibility for Returns
Change of Mind Returns: We offer a 14 -day return window for change-of-mind or unwanted items. If you decide an item isn’t right for you, you may return it for an exchange, store credit, or refund (as you choose), provided:

  • The return request is initiated within 14 days from the date you received the product (per the delivery tracking).
  • The item is in its original, unworn condition with all original tags and packaging intact. It should be free of odors, makeup, pet hair, or any signs of use.
  • The item is not an excluded item (see below).

Excluded Items: For hygiene and safety reasons, we cannot accept returns of the following unless they are faulty: [underwear, swimwear without the hygiene liner intact, earrings or body jewelry, cosmetic products, perishable items, any item marked “Final Sale”]. If an item is non-returnable, it will be clearly noted on the product page or at checkout. This does not affect your right to a remedy if such an item is defective.

Faulty or Incorrect Items: If the product you received is damaged, defective, or not what you ordered, you are eligible for a return (or exchange) regardless of the 14 -day window, as long as you notify us promptly of the issue. “Faulty” means it arrived with a manufacturing defect or developed a fault that is not due to misuse. Slight variations or imperfections (e.g., print placement) that are inherent in hand-crafted or artisanal items may not be considered faults, unless they significantly affect usage. If you believe a product is faulty or wrongly described, please contact us (see procedure below) – we will either replace, repair, or refund in accordance with consumer law. Importantly, you have the right to choose a refund or replacement for a serious fault (one that is not minor).

2. Return Procedure
To initiate a return, please follow these steps:

  1. Contact Us: Email us at info@vanvibestore.com with your order number, the item(s) you wish to return, and the reason for return (e.g., change of mind – too large, or faulty – seam coming apart). For faults, please include clear photos of the issue if possible, so we can assess quickly.
  2. Approval: Our team will review your request and reply within 2 business days. If the return is approved, we will provide you with a Return Authorization (RA) number and instructions on how and where to send the item. Please note: Returns without contacting us first (i.e., sending back unannounced) may not be processed, as we need to link the return to your order.
  3. Shipping the Return:
    • For change-of-mind returns, you will be responsible for paying the return shipping costs. We’ll provide the address – please pack the item securely. We recommend using a trackable shipping service, as we can’t guarantee we’ll receive your return otherwise.
    • For approved faulty/incorrect returns, we will provide you with a prepaid return shipping label (if within NZ), or we will reimburse reasonable return postage costs for international customers. We’ll coordinate this via email.
    • Please mark the RA number on or in the package so we can identify it.
  4. Return Deadline: Once approved, please send your item back within 14 days. If we don’t receive the item or shipping confirmation in that time, the RA may be closed (but just let us know if you have any delays).
  5. Inspection: After we receive your return, we will inspect it. Assuming it meets the criteria (unused for change-of-mind, or confirms the fault described), we will process your refund or exchange. If there’s any issue (e.g., item returned in a used condition not agreed upon), we’ll contact you to discuss next steps (we may return it to you or offer a partial refund at our discretion in such a case).

3. Refunds and Processing

  • Change of Mind: Once your returned item is received and inspected, we will notify you via email. If approved, we will process your chosen remedy:
    • Exchange: We can send a different size or another item as agreed. If the exchange item costs more, we’ll arrange additional payment; if less, we’ll refund the difference. We’ll inform you of the new shipping timeline. One exchange per item is allowed; subsequent exchanges may incur additional shipping fees.
    • Store Credit: We can issue a digital store credit/gift card code for the value of the item (minus any original shipping fee). This will be emailed to you and can be used immediately for a new purchase.
    • Refund: We will refund the purchase price of the returned item(s) back to your original payment method. Note: Original shipping charges are not refundable on change-of-mind returns. If you had free shipping and your return causes the original order to fall below the free shipping threshold, we may deduct the standard shipping cost from your refund (we will clarify this at the time of RA if applicable).
  • Faulty/Incorrect: If a fault is confirmed or we sent the wrong item, you have the choice of full refund, replacement (if stock available), or exchange for a different item of equal value. We will also refund any shipping costs you incurred returning the item to us (or provide a label). Refunds for faulty goods will include the original shipping charge you paid (since the issue was on us).
  • Timing: We aim to process refunds or credits within 5 business days of receiving the return. However, your bank or credit card issuer might take additional time to post the refund to your account (often 3-5 business days). We’ll email you when we’ve issued the refund on our end.
  • Partial Refunds: In certain situations, only partial refunds may be granted (we will always communicate about this):
    • If an item is returned not in its original condition, has obvious signs of use, or is missing parts not due to our error, we reserve the right to offer a partial refund or return the item to you at your cost. We will discuss this with you rather than simply issuing a partial refund without explanation.
    • If a return is initiated beyond the allowed period but we still exceptionally allow it, a restocking fee or partial refund might apply.

4. International Returns Considerations
If you’re returning an item from outside New Zealand:

  • Please clearly mark the parcel as “Returned Goods – [Country] origin” on the customs form. This helps ensure we (the seller) are not charged import duties on the return. If customs charges are incurred for a return due to mislabeling, we may deduct those from your refund.
  • Choose a reliable, trackable shipping method. Keep proof of postage. We cannot refund items we don’t receive, so insurance might be worth considering for high-value items.
  • For exchanges, instead of shipping a replacement internationally immediately, we might process a refund or credit and ask you to place a new order for the desired item. This avoids complications with cross-border exchange logistics (we’ll work with you on the best solution).

5. Exceptions / Non-Returnable Situations

  • Gift Cards: Gift cards or store credit cannot be returned or redeemed for cash (except where required by law).
  • Customized Products: If we offer custom-made or personalized items, those cannot be returned for change-of-mind since they were made specifically for you. Of course, if they arrive defective or not as agreed in the customization, we will make it right.
  • Bulk Orders for Business Use: If you bought items in bulk or as a business-to-business transaction (not as a consumer), different terms may apply (and CGA might not apply if explicitly contracted out). Generally, bulk orders might be final sale unless otherwise negotiated.
  • Sale Items: Items on final clearance or marked “Final Sale” are usually not eligible for return unless faulty. If an item was discounted as part of a regular sale, it is still returnable under normal terms unless specified.

6. Consumer Rights & Guarantees
This policy is intended to be generous and clear, but it does not limit any rights you have under law. If you are a consumer:

  • In New Zealand, the Consumer Guarantees Act provides you guarantees for quality and durability. Any product failure that is a breach of those guarantees will be remedied by us – this policy works in harmony with those rights.
  • In Australia, goods come with guarantees under ACL which cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You’re also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure.
  • In the EU/UK, this policy includes your 14-day right of cancellation for online purchases. If you exercise that right, you must inform us within 14 days of delivery, and then return the item. We will then refund you within 14 days of receiving the returned goods. Note: We can deduct value for any handling beyond what’s necessary to inspect the item (as per EU law for diminished value due to use).
  • We aim to comply with the local consumer law of your residency as applicable, and nothing in this policy limits those mandatory protections.

7. How to Contact Us About Returns
For any questions or to initiate a return, please contact our Returns Department:
Email: info@vanvibestore.com
Phone: [+64 274065563] (Mon–Fri, 9am–5pm NZT)
Address for Returns (we will confirm in RA as well): Vanvibes – Returns, 24 Crawford Road, Christchurch, 8051, New Zealand.

Please do not send a product back without a Return Authorization, as it may not be processed.

8. Updates to this Policy
We may update our Returns & Refunds Policy from time to time to improve service or comply with laws. The latest version will always be on this page with the last updated date. Changes will not apply retroactively to purchases made before the change – we’ll honor the policy that was in place at the time of your purchase, unless you agree to the new one.

Thank you for shopping with VANVIBES ! We appreciate your business and aim to make any return as smooth as the original purchase.

Last updated: 01/07/2025

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