Return and Refund Policy

At Stellarhaus, we are committed to providing you with quality products and excellent service. This policy outlines your rights and our procedures regarding returns and refunds, specifically tailored for our New Zealand customers.

30-Day Return Policy (Change of Mind)

We offer a 30-day return policy for "change of mind" returns, which means you have 30 days after receiving your item to request a return if you've simply changed your mind about your purchase.

To be eligible for a change-of-mind return, your item must be in the same condition that you received it, unworn or unused, with all original tags attached, and in its original packaging. You will also need the receipt or proof of purchase.

Please note that for change-of-mind returns, the cost of return shipping is the responsibility of the customer.

Your Rights Under the Consumer Guarantees Act 1993 (CGA)

This policy does not limit your rights and remedies under the New Zealand Consumer Guarantees Act 1993 (CGA). The CGA provides guarantees that goods sold to consumers must be of acceptable quality, fit for their particular purpose, match their description, and be supplied at a reasonable price (if no price is agreed).

If goods fail to meet a guarantee under the CGA, you may be entitled to a repair, replacement, or refund, depending on the nature of the failure (whether it is minor or substantial). These rights apply regardless of our change-of-mind return policy and cover issues like:

• Defective, Damaged, or Incorrect Items: If you receive an item that is defective, damaged, or not what you ordered, please contact us immediately upon reception so we can evaluate the issue and make it right under your CGA rights. We will cover the cost of return shipping for such items.

• Faulty Sale Items: Even if an item is on sale, it is still covered by the CGA guarantees. Our "exceptions" below for sale items apply only to change-of-mind returns, not to items that are faulty or fail to meet a CGA guarantee.

How to Start a Return

To start any return (whether change of mind or due to a fault), please contact us at twinkle@stellarhaus.co.nz.

If your return is accepted, we will provide you with instructions on how and where to send your package. Please note that returns will need to be sent to the following address:
260F Port Hills Road
Hillsborough Christchurch
New Zealand 8022

Items sent back to us without first requesting a return may not be accepted or may delay the processing of your return.

You can always contact us for any return questions at twinkle@stellarhaus.co.nz.

Exceptions / Non-Returnable Items (Change of Mind Only)

Unfortunately, we cannot accept change-of-mind returns on gift cards.

As stated above, while sale items are generally non-returnable for change of mind, your rights under the Consumer Guarantees Act 1993 (CGA) still apply if a sale item is faulty or does not meet an applicable guarantee.

Exchanges

The fastest way to ensure you get what you want is to return the item you have (following the "Change of Mind" or "CGA Rights" process as applicable), and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your returned item. We will then let you know if the refund was approved based on our policy (for change of mind) or an assessment under the Consumer Guarantees Act (for faulty items).

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at twinkle@stellarhaus.co.nz.