We want you to be completely satisfied with your purchase. If you need to return an item, you may do so within 30 days of receiving your order, subject to the conditions below.

Eligibility for Returns

• Items must be unused, in their original condition, and include all original packaging.
• Returns must be authorized prior to shipping the item back to us. Unauthorized returns will not be accepted.
• Certain products, including perishable goods, custom items, and digital downloads, are not eligible for returns.

To initiate a return, please contact us at orders@windback.co.nz with your order number and reason for return.

Refund Process

Once we receive and inspect your return, we will notify you of its approval status. If approved, a refund will be issued to your original payment method within 10 business days. Please note that processing times may vary depending on your financial institution. If you do not receive your refund within 15 business days of approval, please contact us.

Return Shipping

• Customers are responsible for return shipping costs unless the item is defective or incorrect.
• We recommend using a trackable shipping service or purchasing shipping insurance, especially for items valued over $75, as we cannot guarantee receipt of returned items.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please notify us immediately so we can assist you.

• Email orders@windback.co.nz with your order number and a clear photo of the issue.
• We will assess the issue and provide a suitable resolution, such as a replacement, refund, or store credit.

Exchanges

If you would like to exchange an item, the fastest way is to return the original item and place a new order. Once your return is approved, we will issue a refund to your original payment method, allowing you to purchase the replacement item separately.

Unclaimed Orders

Customers are responsible for monitoring tracking updates and ensuring availability for delivery. If a package is undeliverable and held at a postal facility, it must be collected within the designated time frame (typically 5–10 business days, depending on the carrier).

• Orders returned to us due to non-collection are not eligible for a refund or replacement.

For further assistance, please contact orders@windback.co.nz.