Returns and Refunds

If there is a problem with your order (eg item damaged in postage), please email us at and we will organise a refund or replacement item.

We do not offer returns for change of mind.

To be eligible for a return, your item must be unused and in the same condition that you received it (unless the item is faulty). It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase such as an order number.

Please do not send your purchase back without contacting us first.

You may only receive a partial refund if:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, we will contact you for your banking details so we can deposit refund to your bank account.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Restocking Fee
In some circumstances we will accept the items back (eg. if a business is closing and is no longer able to sell our items). In such cases there is a restocking fee of 15% plus the customer is responsible for return shipping costs. We do not accept items that are past or within three months of the useby date (if any). Please contact us and have a chat about what we can do if you can no longer sell the items purchased from us: email us or phone on 027 325 4055.

Shipping Returns
To return your product, contact us for return address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

© Copyright Toi Toi Innovations Ltd
Nelson, New Zealand