Return & Refund Policy

Anna & Mark Tauranga

Last updated: 22 October 2026

At Anna & Mark Tauranga, we want you to feel confident when shopping with us. If something isn't quite right with your order, we're here to help.

1. Our 30-Day Return Policy

Not completely happy with your purchase? You can request a return within 30 days of receiving your order.

For change-of-mind returns, items must be unused, unworn and in their original condition, with tags attached where applicable.

We recommend keeping the original packaging whenever possible.

Before returning an item, please contact our customer service team at annamarktauranga@gmail.com to receive the correct return address and instructions.

We recommend using a tracked shipping service and keeping your postage receipt until your return has been processed.

Once your returned item has been received and inspected, we'll arrange your refund in accordance with the conditions below.

2. Received a Damaged Item?

We're sorry if your order has arrived damaged.

Please contact us as soon as possible and include:

• Your order number

• The name of the damaged item

• A brief description of the damage

• Photos of the damage, if available

If the parcel itself was damaged during delivery, photos of the packaging can also help us investigate.

We encourage customers to report damage within 7 days of delivery so we can resolve the issue quickly. This is a recommendation only and does not limit your rights under the Consumer Guarantees Act 1993.

Where a product fails to meet applicable consumer guarantees, we'll provide an appropriate remedy as required by New Zealand law.

3. Received the Wrong Item?

If we've sent you the wrong item, please contact us at annamarktauranga@gmail.com.

Include your order number, the item you ordered and the item you received. A photo is helpful where available.

We'll review the issue and arrange an appropriate solution at no additional cost to you where the error is ours.

4. Exchanges

We currently do not offer direct exchanges for change-of-mind returns.

If you'd prefer a different size, colour or style, you can request a return under our 30-day policy and place a new order.

This does not affect any right to a replacement or other remedy under applicable consumer law.

5. Faulty or Incorrectly Described Products

If your item is faulty, damaged or does not match its description, please contact us.

Under the Consumer Guarantees Act 1993, eligible consumers have rights to appropriate remedies when products fail to meet statutory guarantees.

Depending on the circumstances, these remedies may include a repair, replacement or refund.

Where a product fails to meet applicable consumer guarantees, we will meet our legal obligations, including responsibility for reasonable return costs where required.

You will not be required to pay international return shipping costs where doing so would unlawfully restrict your consumer rights.

6. Return Shipping Costs

For voluntary change-of-mind returns, customers are responsible for return shipping costs.

This includes returns requested because:

• You ordered the wrong size or colour

• You've changed your mind

• The item isn't quite what you expected, without being faulty or misdescribed

• You no longer wish to keep the item

We recommend using a tracked shipping service, as you are responsible for ensuring that your change-of-mind return reaches the designated return address.

Where a return relates to a faulty, damaged or incorrectly supplied product, applicable consumer protection laws take priority.

7. Important: Our Return Warehouse Is Located in China

Our central return warehouse is located in China.

For standard change-of-mind returns, items must be sent to the return address provided by our customer service team, which may be located in China.

Please do not return products without contacting us first.

Important: International return shipping to China may cost significantly more than domestic postage within New Zealand.

Customers are responsible for these costs for voluntary change-of-mind returns.

For faulty or incorrectly supplied products, we'll arrange a solution in accordance with applicable consumer protection laws.

8. Refund Processing

Once your return has arrived and been inspected, we'll notify you of the outcome.

For approved voluntary returns, refunds are generally processed within 10 business days after the return has been inspected and approved.

Refunds will be issued to your original payment method.

Please allow additional time for your bank or payment provider to process the transaction.

Where a refund is required under applicable consumer law, we'll provide it within the timeframe required by law. The voluntary return processing timeframe above does not restrict your statutory rights.

9. Your Rights Under New Zealand Consumer Law

Our 30-day return policy is offered in addition to your legal rights.

The Consumer Guarantees Act 1993 provides protections for eligible consumers, including guarantees relating to acceptable quality, fitness for purpose and products matching their descriptions.

These rights may continue beyond our voluntary 30-day return period.

Nothing in this policy excludes, restricts or modifies any consumer guarantee or remedy that cannot legally be excluded, restricted or modified.

10. Contact Us

Have a question about a return, refund or your order? We're happy to help.

Anna & Mark Tauranga

Email: annamarktauranga@gmail.com

Please include your order number when contacting us so we can assist you more efficiently.

Thank you for shopping with Anna & Mark Tauranga!