Return & Refund Policy

Return & Refund Policy

Updated: 10 March 2026

We appreciate your support and want you to have a great experience shopping with us. By placing an order with Ravers Co, you agree to the terms set out below, along with our Terms & Conditions.

Your Rights Under the Consumer Guarantees Act

Under the New Zealand Consumer Guarantees Act 1993, products must be of acceptable quality, match their description, and be fit for their intended purpose. If a product fails to meet any of these guarantees, you are entitled to a remedy — whether that’s a repair, replacement, or refund depending on the nature and severity of the issue.

We stand behind every product we sell and will always work with you to find a fair solution.

Faulty, Damaged, or Incorrect Items

If your product arrives faulty, damaged in shipping, or is not what you ordered, please contact us within 14 days of receiving your item. We will:

  • Arrange a return at our expense (we pay the return shipping)
  • Offer you a refund, replacement, or store credit — your choice

Please include photos of the issue when you get in touch so we can resolve things as quickly as possible.

Items Not Received

If you haven’t received your order within 30 days of the estimated delivery date shown on the product page at checkout, contact us and we will arrange a refund, replacement, or store credit.

Estimated Delivery Dates

All product pages display estimated delivery date ranges at the time of purchase. These are estimates based on typical courier and shipping timeframes and may vary due to factors such as customs processing, courier delays, weather, or other circumstances beyond our control. Estimated delivery dates are not guaranteed delivery dates.

Change of Mind

We are not required under the Consumer Guarantees Act to offer refunds for change of mind. However, we understand that sometimes things don’t work out. If you’ve simply changed your mind about a product, please get in touch and we’ll see what we can do.

Please note the following conditions apply to change of mind returns:

  • You must contact us via email within 14 days of receiving the product.
  • The product must be unused, unopened, and in its original condition and packaging.
  • Return shipping is at your own expense, using a tracked shipping method.
  • Refunds for change of mind are offered at our discretion and are not guaranteed.
  • We may offer store credit as an alternative.

Order Cancellations

If you need to cancel an order, please contact us via email at [email protected] as soon as possible.

  • Once an order has been dispatched to our courier or shipping partner, it cannot be cancelled. At that point, the order is in transit and beyond our control.
  • Cancellation requests must be made in writing via email to [email protected].
  • If your order has already been shipped, you may request a return once you receive the goods, subject to the guidelines on this page.

Return Guidelines

  • The product must be unused. If a product has been used, we reserve the right to decline the return.
  • Please contact us as soon as you notice a problem.
  • All return requests must be made via email to [email protected].
  • Items must be returned using a tracked shipping method. We are not responsible for returns lost in transit without tracking.
  • We highly recommend inspecting and testing items when you receive them — try on clothing and check all aspects, test any electronic equipment or LED components, and ensure everything works as expected.
  • After the 14-day period, we reserve the right to decline refunds; however, we may still be able to offer store credit.
  • We reserve the right to decline refunds on sale items, except where the item is faulty or doesn’t match its description.

Refund Process

  • Refunds are processed only after the returned goods have been received and inspected by our team. No refund will be issued while the goods remain in the customer’s possession.
  • Refunds are issued to the original payment method used at checkout.
  • Please allow up to 10 business days for your refund to be processed after we receive and inspect your return.
  • If the returned item is not in its original condition, we reserve the right to reduce the refund amount or decline the refund.

Clothing & Sizing

All of our clothing product pages include size charts. Please use them and measure yourself before ordering. If you’re unsure, contact us for help. Sizes can vary between products, so please don’t assume — the only way to be sure is to measure.

If you receive an item that doesn’t match the measurements on the size chart, get in touch and we’ll do our best to help. We require clear photos showing the item’s measurements to process a size-related return.

We cannot guarantee refunds or exchanges where you selected a size without measuring yourself. If you realise you’ve ordered the wrong size, please contact us immediately and we’ll try to help before the item ships.

Return Shipping

  • Faulty, damaged, or incorrect items: We pay the return shipping.
  • Change of mind returns: Return shipping is at the customer’s expense.
  • All returns must be sent using a tracked shipping method.

Order Issues & Stock

Every product is inspected, checked for defects, and packed with care. In rare cases where an item is out of stock or doesn’t pass our quality check, we may need to cancel or adjust your order. We’ll always contact you in advance if this happens.

If your item arrives damaged, please contact us immediately with photos and we’ll arrange a replacement or refund.

Communication & Official Channels

All order-related requests — including cancellations, refunds, returns, and complaints — must be submitted via email to [email protected].

Requests made via text message, WhatsApp, social media, phone calls, or other informal channels are not considered official requests and do not constitute agreements regarding order modifications, cancellations, or refunds.

Payment Disputes

If you have a concern about your order, please contact us directly at [email protected] before initiating a payment dispute with your bank or card provider. We’re always happy to work with you to find a resolution.

Please be aware that filing a chargeback or payment dispute while retaining possession of goods you have received is considered fraudulent. In such cases, we will submit evidence to the payment processor and reserve the right to pursue the matter through the appropriate legal channels.

Customer Conduct

We’re committed to treating every customer with respect, and we ask for the same in return. We reserve the right to cease communication and refuse service to anyone who engages in abusive, threatening, or harassing behaviour towards our team — whether by phone, email, text, social media, or in person.

Threatening or harassing communications may be reported to New Zealand Police under the Harmful Digital Communications Act 2015.

Your Consent

By using our website, registering an account, or making a purchase, you consent to this Return & Refund Policy and agree to its terms.

Changes to This Policy

We may update this policy from time to time. Changes will be posted on this page. If you continue to use our services after changes are made, you agree to the updated policy.

Contact Us

If you have any questions or concerns about a product or order, we’re here to help.

Definitions

  • Company / “we” / “us” / “our”: Ravers Co, the entity responsible for this policy.
  • Customer / “you”: Any person or entity registered with or purchasing from Ravers Co.
  • Website: https://www.ravers.co.nz
  • Service: The services provided by Ravers Co through our website.
  • Device: Any internet-connected device used to access our website.