Returns Policy

 Double-check your shopping cart to make sure it includes the correct products you intended to purchase.

We offer a 100% guarantee. If you are not happy with your product, send it back to us in original condition within 7 days of the date of delivery. No claims are acknowledged after this time.

Order Cancellation & Returns Policy

Order Cancellation

You can cancel your order if it hasn’t yet shipped. To request cancellation, please contact us at info@gonative.co.nz as soon as possible. Be sure to include your order number and reason for the cancellation.

Condition of Returned Items

We are happy to accept returned items. Please contact us to discuss the return of items.

Damaged or Faulty Items

If any items arrive damaged or faulty, you may return them within seven working days of receipt for a full refund. Please return them to the address below. For faulty items, we will either reimburse your return postage cost or provide a prepaid return label. Please contact us to arrange this.

Return Address

DO NOT return the goods to our PO Box. We rarely go there.

8 Buchanan Street
Devonport
Auckland
New Zealand
0624

Please include a note with your order number and reason for the return.

• Partial Returns: A full refund (excluding the shipping fee) will be issued for each item returned.
• Complete Returns: A full refund (excluding the shipping fee) will be issued for each complete returns.
• If the fault is ours – we will also refund the shipping.
• Refunds are processed within five business days upon receipt of the returned item(s). Please allow 5-10 days for the refund to appear in your account.

Deductions on refunds:
1. If a full order is returned, the actual freight cost will be deducted from the refund, not just the $8.50 that we charge.
2. If a part order is returned, then freight cost will be deducted if this brings the original order down to $130 or under.

If an item ordered arrives damaged, please make a claim by emailing us on info@gonative.co.nz within 48 hours of receiving your order.
If your order does not arrive within a few days of your receiving our notification of it having been shipped, please contact us so we can search for it.

We cannot be held responsible if we are not informed within 7 days as we have to be prompt in making a claim on our freight insurance.

A 20% restocking fee is imposed on any order that we have packed but is then cancelled.

If your order is not paid for within 7 days it will be deleted from the system unless we hear from you.

Delivery Refusals & Non-Collections

If you refuse delivery or fail to collect an order from the carrier due to a change of mind, you will be responsible for return shipping fees. These charges will be deducted directly from your refund.