Returns & Exchanges



Web Returns & Exchanges:

Need to return something? ...Items found to be unsuitable can be returned within 7 days. Discounted, on sale or reduced items are eligible for exchange only within 7 days. Returns exclude any seconds or Furniture items. Please see returns instructions below, and read our full returns policy.

1. Please contact us at info@theimporter.co.nz with your order number and what you would like to return or exchange.
2. We can then answer any questions you may have, and confirm your return.
3. Send the return via tracked courier/delivery company to our returns address below.
4. We will send confirmation via email once return or exchange is processed. Refunds are processed via same payment method.

The Importer 
Attn: Online Returns
8 Tawa Street, Mt Maunganui, BOP 3116

Full Web Returns Policy: For homewares web sales if you have changed your mind and are not satisfied with your item, please contact us within 3 days of receiving it and send it back to us within 7 days of receipt for a refund or exchange.
No returns or exchanges can be accepted after the 7 day periodDiscounted, sale or reduced items are eligible for exchange only within 7 days. Returns exclude any seconds or Furniture items.

Requested exchange items are subject to availability. For returns and exchanges, your item must be complete in it's original packaging, include all original tags and be in original sellable condition that is unused and unwashed. Items that are aren't still packaged may be returned, but are subject to a 10% restocking fee. All return delivery charges including the original cost of delivery will be the responsibility of the customer should you decide to return or exchange an item, unless there is a fault on our part. Items may not be returned instore and need to be delivered back to the stock warehouse, at 8 Tawa Street, Mt Maunganui, 3116.


Damages and Claims:

Please inspect your items when receiving, before signing the delivery receipt. If damage has been found, please inform the carrier and remark on the delivery paperwork. theimporter.co.nz cannot help with any damage claims that have not been noted at the point of delivery, as once it is checked and leaves our warehouse, damage by the delivery company is beyond our control. All items are inspected before dispatch. If your product through web sales has a fault that is not a result of delivery then we can return it, or exchange for a new one. For pickup instore items these must be inspected completely before taking home as we cannot accept responsibility of any damage after this point.

Instore Policies:

Please see our instore policies below which are clearly displayed at the counter of each store, and printed on receipts.