Returns
Returns, Exchanges & Refunds
We take pride in the quality of everything we send out. If something is not right, please get in touch and we will sort it out. Below you will find our returns policy and contact details. For delivery options and shipping information, see our Shipping page.
Returns, Exchanges & Refunds
We want you to be happy with every order. If something is not right, please get in touch and we will do our best to put it right. We handle returns on a case-by-case basis, but the following outlines our general approach.
Damaged or Incorrect Orders
If your order arrives damaged or you receive the wrong item, please email us at orders@tleaft.co.nz, or reply to us from your order confirmation email as soon as possible with your order details. We will arrange a replacement or refund at no cost to you.
Change of Mind
We are happy to accept returns for change of mind on unopened, undamaged items. The cost of returning goods to us is the customer's responsibility. Once we receive and inspect the item/s, we will arrange an exchange or refund. We will cover the cost of sending any replacement back to you.
Email us at orders@tleaft.co.nz, or reply to us from your order confirmation email as soon as possible with your order details.
NB: We do not refund shipping costs for change of mind returns.
Please contact us before sending anything back so we can confirm the return and ensure it is processed smoothly.
International Returns
International shipping charges are non-refundable. If you return an order, we will refund the product value and any prepaid duties and taxes where the carrier allows, but shipping costs are not refunded. If you have a concern about an international order, please contact us and we will do our best to resolve the situation fairly.
Orders sent to the USA are sent DDP (Delivered Duty Paid), so all import duties and taxes are prepaid at checkout. These will be refunded to you if you return an order.
Returns Address
Please contact us before returning any items so we can confirm the return and ensure it is processed smoothly. Send returns to:
64 Victoria Street
Petone, Lower Hutt 5012
Questions about a return? Contact us, call 0800 853 238 or +64 4 589 0085 before sending anything back.
Frequently Asked Questions
What is your returns policy?
We accept returns on unopened, undamaged items. If your order arrives damaged or incorrect, we will arrange a replacement or refund at no cost to you. For change of mind returns, you cover the cost of returning the item and we cover the cost of sending any replacement. Please contact us before returning anything.
My order arrived damaged, what should I do?
Please email us at orders@tleaft.co.nz, or reply to us from your order confirmation email as soon as possible with your order details and a description of the damage. We will arrange a replacement or refund at no cost to you.
Can I return an item if I changed my mind?
Yes, we accept change of mind returns on unopened, undamaged items. The cost of returning the item is your responsibility. Email us at orders@tleaft.co.nz, or reply to us from your order confirmation email as soon as possible with your order details. Shipping costs are not refunded for change of mind returns. Please contact us first so we can confirm the return and provide instructions.
Where do I send my return?
Returns should be sent to: Returns c/- T Leaf T Ltd, 64 Victoria Street, Petone, Lower Hutt 5012. Please contact us before sending anything back so we can confirm the return and ensure it is processed smoothly.
Are international shipping charges refundable?
International shipping charges are non-refundable. If you return an order, we will refund the product value and any prepaid duties and taxes where the carrier allows, but shipping costs are not refunded. Orders sent to the USA are sent DDP (Delivered Duty Paid), so all import duties and taxes are prepaid at checkout. These will be refunded to you if you return an order. If you have a concern about an international order, please contact us and we will do our best to resolve the situation fairly.