Returns & Refunds - Shop with Confidence

We want you to feel completely confident when shopping with Windback. If you receive a product that is damaged, incorrect, or does not meet your expectations, we are here to help. Our returns process is simple and transparent to ensure a positive experience every time.

Eligibility for Returns

We accept returns for unopened and unused items within 14 days of delivery, provided they are in their original packaging and condition. Please note that for health and safety reasons, we cannot accept returns on products that have been opened or used, unless they are faulty or damaged upon arrival.

How to Request a Return

To initiate a return, please contact our customer support team at support@windback.co.nz with your order number and reason for return. Once approved, we will provide instructions for returning your item.

Refunds

Refunds will be issued to your original payment method once the returned product has been received and inspected. Please allow 5–7 business days for processing. Shipping costs are non-refundable unless the return is due to a Windback error (for example, an incorrect or defective product).

Damaged or Faulty Items

If your order arrives damaged or faulty, please email us within 48 hours of receipt with photos of the product and packaging. We will arrange a replacement or refund as appropriate.

Exchanges

We do not currently offer direct exchanges. If you wish to order a different item, please return your original product for a refund and place a new order online.

General Information
• All returns must be approved prior to shipping.
• Please retain proof of purchase and courier tracking information.
• Refunds are processed only once returned items are received in original condition.
• This policy is in accordance with the New Zealand Consumer Guarantees Act.
• For any questions, contact us at support@windback.co.nz.