Refund and Returns Policy

Policy Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can't offer you a refund or exchange for a change-of-mind return. To be eligible for a change-of-mind return, your item must be unused and in the same condition that you received it, and in the original packaging.

Several types of goods are exempt from change-of-mind returns. Customised goods produced specifically for you or your business such as t-shirts, cups, hoodies, stickers etc cannot be returned for change of mind. This does not affect your rights under the Consumer Guarantees Act if an item is faulty, not as described, or not fit for purpose.

Additional non-returnable items (change of mind only): gift cards, downloadable software products, any custom products, any design work, social media, digital marketing etc.

To complete your return, we require a receipt or proof of purchase. There are certain situations where only partial refunds are granted: items returned with obvious signs of use, or any item not in its original condition, damaged, or missing parts for reasons not due to our error.

Your Consumer Guarantees Act Rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product is faulty, significantly not as described, or not of acceptable quality, you're entitled to a repair, replacement, or refund regardless of how long ago you purchased it or whether it was on sale.

Refunds

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, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 30 days.

Late or missing refunds: if you haven't received a refund yet, first check your bank account again. Then contact your credit card company — it may take some time before your refund is officially posted. Next contact your bank, as there is often some processing time before a refund is posted. If you've done all of this and still have not received your refund yet, please contact us at accounts@big5marketing.co.nz.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at accounts@big5marketing.co.nz and send your item to: Big 5 Marketing, 20 Aotea Road, Glen Eden, Auckland, 0602.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping Returns

To return your product, you should mail your product to: Big 5 Marketing, 20 Aotea Road, Glen Eden, Auckland, 0602. You will be responsible for paying for your own shipping costs for returning a change-of-mind item. Shipping costs are non-refundable in that case. 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 returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance.

Need Help?

Contact us at accounts@big5marketing.co.nz for questions related to refunds and returns.