Refund policy

At Tui Tape, we stand by the quality of our products and want you to feel confident in giving them a try. We comply with the New Zealand Consumer Guarantees Act (CGA) and provide a fair and transparent return process to support both your satisfaction and safety.

1. 30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee on the product price from the date of delivery.
To qualify for a refund:

  • The return must be initiated within 30 days of delivery.
  • You must return the product with at least 90% of it unused (e.g., no more than 4 strips from a 35-pack).
  • Refunds will be processed excluding shipping costs, which are non-refundable.
  • This guarantee is valid for first-time purchases of a product type per customer.

2. General Returns Eligibility

  • You have 30 days from the date of delivery to request a return.
  • Products must be unused or minimally used (no more than 10%) and in original packaging.
  • Returns are only accepted for products purchased directly from our official website.
  • Items that are fully used, significantly damaged, or returned after the 30-day period may not be eligible for a change-of-mind refund but may be covered under the CGA if faulty.

3. Damaged or Defective Items
If your item arrives damaged or is defective:

  • Contact our team immediately at support@tuitape.co.nz.
  • We may request a photo or video of the item and packaging.
  • After review, we will offer a replacement or refund, in accordance with your rights under the New Zealand Consumer Guarantees Act.

4. Hygiene & Safety Clause
Due to the nature of our products, we cannot accept returns of mouth tape or nasal strips that have been opened or used beyond the 10% trial threshold, except in cases of defects or faults. This policy ensures product integrity and safety for all customers.

5. Return Process
To start a return:

  1. Email support@tuitape.co.nz within 30 days of delivery.
  2. Include your order number, the item(s) you wish to return, and a brief reason.
  3. Our team will provide instructions and a prepaid return shipping label (for NZ orders).
  4. Package the product securely and send it using the provided label.

6. Refund Processing

  • Refunds will be processed to your original payment method within 5–10 business days of us receiving and approving the returned item.
  • The original shipping cost is non-refundable.

7. Return Shipping Costs

  • We provide prepaid return shipping labels for all approved returns within New Zealand.
  • For international orders, customers are responsible for return shipping costs.
  • If your order originally qualified for free shipping, and your return brings the order value below the free shipping threshold, a standard shipping fee may be deducted from your refund.

8. Your Consumer Rights
This policy is provided in addition to your rights under the New Zealand Consumer Guarantees Act, which provides mandatory protections for goods that are faulty, not fit for purpose, or not as described.

 

9. Contact Us
If you have any questions or need support, please contact our team: support@tuitape.co.nz