Refund policy
Returns & Refund Policy
This page outlines our Returns & Refund Policy.
We want you to feel confident when shopping with BENNETT & TAYLOR. If something isn't quite right with your purchase, our returns and refund process is designed to be simple, clear, and transparent.
30-Day Return Period
You may request a return within 30 days of receiving your order.
To be eligible for a return:
• The item must be unworn, unused, and in its original condition
• All original tags, labels, and packaging must be intact
• Any accessories supplied with the item must also be returned
• The item must not show signs of wear, washing, damage, stains, perfume, or alterations
Our customer support team will be happy to assist you throughout the return process.
Return Shipping Costs
Faulty, Incorrect or Damaged Items
If your item is faulty, arrives damaged, or is not the item you ordered:
• We will cover the reasonable cost of returning the item
• We will arrange an appropriate replacement or refund, depending on the circumstances, availability, and your applicable consumer rights
Please contact us as soon as possible and provide your order number along with clear photographs showing the issue so we can process your request efficiently.
The currency applicable to purchases made through our New Zealand store is NZD (New Zealand Dollars).
We do not charge a restocking fee.
Nothing in this policy is intended to limit or exclude any rights you may have under applicable New Zealand consumer law.
Change of Mind / Incorrect Size / Personal Preference
If you decide that an item isn't right for you due to size, colour, style, or personal preference:
• You are responsible for the cost of returning the item
• Any original shipping charges, if applicable, are non-refundable
• The item must meet our return eligibility requirements before a refund can be approved
How to Return an Item
1. Contact Us
Please email us at:
Include your order number and the reason for your return.
Please do not send your item back before contacting us. All returns must first be authorised by our customer support team.
2. Prepare Your Return
Carefully package the item, preferably using its original packaging, and include all original tags, labels, accessories, and any accompanying documentation.
3. Send Your Return
Follow the return instructions provided in your return authorisation email.
The return address may vary depending on your order and will be provided once your return request has been approved.
In some cases, items may need to be returned to an international returns facility. If the return is due to an item being faulty, damaged, or incorrectly supplied, we will cover the reasonable return shipping costs in accordance with applicable consumer law.
We strongly recommend using a tracked shipping service when you are responsible for arranging the return, as we cannot process a return until the item has been received.
Refunds
Once your returned item has been received, we will inspect it to confirm that it meets the applicable return requirements.
Once approved, your refund will be issued to the original payment method used for your purchase.
Refunds are generally reflected in your account within 7 business days after being processed, although the exact timing may depend on your bank or payment provider.
If an item returned due to a change of mind does not meet our return requirements, we may be unable to approve the refund. In this case, our customer support team will contact you.
This does not affect any rights or remedies available to you for faulty or non-compliant goods under applicable New Zealand consumer law.
Exchanges
If you would like to exchange an item for a different size, colour, or another product, please contact us first.
We'll confirm whether the requested item is available and provide you with instructions for completing the exchange.
Order Cancellations
If you would like to cancel your order, please contact us as soon as possible at:
We can only cancel an order if it has not yet been processed or dispatched.
Once an order has been processed or dispatched, our standard return process will apply.
Non-Returnable Items
For hygiene and safety reasons, certain items may not be eligible for change-of-mind returns.
These may include certain types of:
• Underwear
• Swimwear
• Earrings
• Hair accessories
• Cosmetic products
• Other hygiene-sensitive products
Any products that are not eligible for change-of-mind returns will be clearly identified on the relevant product page where applicable.
Gift cards, personalised products, and certain final-sale items may also be excluded from change-of-mind returns.
These exclusions do not limit any rights you may have if an item is faulty, damaged, incorrectly supplied, or otherwise covered by applicable New Zealand consumer law.
Contact Us
If you have any questions regarding a return, exchange, or refund, please contact our customer support team.
Store name: BENNETT & TAYLOR
Email: info@bennettandtaylor.com
Location: Auckland, New Zealand