Refund policy

Last updated: 24 August 2026

Your rights under New Zealand law

This policy is in addition to, and does not exclude, restrict or modify, any rights or remedies you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand law.

Manufacturer warranties are additional to, and do not replace, your rights against Lovens under New Zealand consumer law.

Contact us before returning an item

To request a return, email online@lovens.nz or call 0800 568 368. Please provide your order number, the product concerned and the reason for the return.

Do not send an item back until Lovens has provided return authorisation and the correct return address in writing. Return destinations may differ depending on the product, branch, supplier, size and transport requirements, so no single return address is published in this policy.

Return authorisation is used to route and handle returns safely. It does not limit or delay any valid statutory right.

30-day change-of-mind returns

In addition to your statutory rights, Lovens accepts eligible change-of-mind returns where:

• you request the return within 30 calendar days after delivery or collection;
• the product is a standard-stock item eligible for change-of-mind return;
• the product is unused, uninstalled, unassembled, uncut and unmodified;
• it is complete, with its accessories, manuals and original packaging;
• it remains in as-new, resaleable condition;
• any safety or tamper seal remains intact; and
• you provide reasonable proof of purchase.

Once authorised, the return must be sent or made available within 14 calendar days, unless Lovens agrees otherwise in writing.

For a change-of-mind return, you are responsible for return or collection costs. The original delivery charge is not refundable unless Lovens agrees otherwise or reimbursement is required by law.

The 30-day period applies only to voluntary change-of-mind returns. It does not limit your rights for faulty, unsafe, damaged, incorrect or misdescribed products.

Items excluded from change-of-mind returns

Unless Lovens agrees otherwise in writing, change-of-mind returns are not available for:

• products cut, mixed, tinted, fabricated, engraved or made to your measurements or specifications;
• specially sourced, made-to-order or non-stock special-order products;
• products that have been installed, assembled, used, altered or damaged after delivery;
• opened paints, coatings, adhesives, sealants, chemicals or other consumables that cannot safely be resold;
• clearance or final-sale products clearly identified as such before purchase; or
• products that cannot lawfully or safely be returned through ordinary transport.

These exclusions apply only to change-of-mind returns. Your legal rights still apply if a product is faulty, unsafe, damaged, incorrect or misdescribed.

Faulty or unsafe products

Please contact Lovens promptly if a product is faulty, unsafe, does not match its description, is not fit for a purpose made known to us, or otherwise fails to meet a consumer guarantee.

Where the problem can be remedied, Lovens may choose to repair the product, replace it or provide a refund. The remedy will be provided free of charge and within a reasonable time.

If the failure is substantial, cannot be remedied, or Lovens refuses or fails to remedy it within a reasonable time, you may be entitled to:

• reject the product and choose a refund or an eligible replacement; or
• keep the product and claim compensation for its reduction in value.

You may also be entitled to compensation for reasonably foreseeable loss caused by the failure.

There is no fixed 30-day limit on CGA claims. The time considered reasonable depends on matters such as the product type, price, expected use and expected durability.

A faulty product does not have to be in its original packaging. We may request an order confirmation, invoice, receipt, bank or card record, or other reasonable proof that it was purchased from Lovens.

Damaged, missing or incorrect deliveries

Please inspect your delivery as soon as reasonably practicable. If an item or its packaging arrives damaged, or an item is missing or incorrect, contact online@lovens.nz or 0800 568 368 promptly.

Please provide your order number, a description of the issue and photographs where reasonably available. Photographs assist our investigation but are not an absolute condition of your statutory rights.

If Lovens or its delivery provider supplied a damaged or incorrect product, Lovens will arrange and pay the reasonable return or collection costs and provide the remedy required by law.

Please do not install or continue using a visibly damaged or incorrect product where it is safe and reasonable to stop.

Return costs for faulty products

Lovens may reasonably inspect or test a product before confirming the appropriate remedy.

If you initially pay a reasonable return cost and the product is confirmed to breach a consumer guarantee, Lovens will reimburse that reasonable cost.

Where the product’s size, height, attachment or type of failure makes its return, removal or transport significantly difficult or expensive, Lovens will arrange collection at its expense where required by the Consumer Guarantees Act.

No restocking, administration or inspection fee applies to a valid CGA claim or to a return caused by a Lovens delivery error.

Refunds

We will notify you when a returned product has been received and assessed.

When a refund is approved or legally due, Lovens aims to initiate it within 10 business days. Where return is required, this period starts after the product has been received or made available for an agreed collection and any reasonable assessment has been completed.

The 10-business-day period is our processing target and does not restrict your statutory right to a remedy within a reasonable time.

Refunds will be made to the original payment method wherever reasonably possible. If that method is unavailable, Lovens will agree an appropriate alternative with you. A refund legally due for a rejected faulty product will not be replaced with store credit unless you freely choose that option.

Your bank, card issuer or payment provider may require additional time to process and post the refund after Lovens initiates it.

For an approved change-of-mind return, the refund covers the eligible returned product price. Original delivery and return costs are not refunded unless Lovens agrees otherwise or the law requires reimbursement.

Purchases for business purposes

Where goods are acquired for business purposes, any contracting out of the Consumer Guarantees Act applies only where the requirements of section 43 of that Act are met, including an applicable written agreement and the requirement that contracting out is fair and reasonable.

Nothing in this policy alone is intended to contract out of the Consumer Guarantees Act or Fair Trading Act.