RETURNS AND REFUNDS

Legal Compliance in Our Returns and Refund Policy

Understanding Our Returns and Refund Policy

Product Quality

If a product is faulty or doesn’t match its description, the
Consumer Guarantees Act 1993 (CGA) gives you the right to a remedy.
This may include a repair, replacement, or full refund depending on the severity of the issue.
Our Belush Returns and Refund Policy honours all legal rights under this Act.

For replacement to occur:

  1. As a general guide, we offer replacements within 1 year for electronics and within 30 days for most other products. However, your rights under the CGA may entitle you to a remedy outside these timeframes, depending on the nature of the product and issue. Proof of purchase may be required.
  2. We may need to inspect electronics prior to replacement. For most other products, a photo or quick call is usually enough. However, we may ask you to return the item (e.g. polish or tool) if we believe a physical inspection is necessary.

Tip for quicker resolution:

  1. To aid our team, please send any photos showing the issue such as a broken product or incorrectly sent item.
  2. Please WhatsApp or text this information through.

Change of Mind

We understand that you may have a colour in stock and want to swap one product for another after you have submitted your order.

Orders may be changed prior to dispatch. For the fastest service, please phone our customer support team during business hours.
Alternatively, email [email protected] with your order number.
If that’s unavailable, please provide your full name, delivery address, and phone number.
Once an order has been packed and shipped, we’re unable to make any changes.

While New Zealand law does not require businesses to accept change-of-mind returns, our
refund policy allows store credit in select cases.

The law does not require businesses to accept returns for change-of-mind purchases.
However, Belush offers store credit on select products at our discretion, provided the item is unused,
in original packaging, and returned within 30 days at your own expense.
We advise you to send your return with a trackable service.

Damaged or Missing Goods

Products that arrive damaged or incomplete fall under the CGA’s delivery standards.
In such cases, customers have the right to a remedy.
Belush offers prompt replacements or refunds for damaged or missing goods reported within 7 days of delivery.

Policy Accuracy

In accordance with the Fair Trading Act 1986, Belush ensures that all product descriptions,
shipping details, and returns policies are clear, honest, and not misleading.
We do not use disclaimers that override your rights under the CGA.

Reasonable Timeframes

The CGA requires that remedies be offered within a “reasonable time.”
While the law does not define exact timeframes, Belush is committed to prompt service.
Typical processing times for refunds or store credits are 3–10 business days.

Terms & Conditions

  • Refunds apply to products only and exclude any shipping costs, unless the product is faulty or misrepresented (in which case Belush covers return shipping).
  • For change-of-mind returns, return shipping is your responsibility. We recommend using tracked or insured services.
  • Please ensure your items are securely packed to prevent damage during transit. Use sturdy boxes, bubble wrap, or the original packaging whenever possible.
  • We process all refunds to your original payment method within 3–7 business days.
  • We refund sale or discounted products based on the amount you paid at the time of purchase.

Return Instructions

  1. Email or call us with the reason for return and your order details.
  2. If you can’t arrange the drop-off or collection of the item at your local courier, we can arrange this for you. We may invoice you for shipping fees if applicable (except where the CGA requires us to cover them).
  3. Once your returned item has been received and inspected, store credit will be issued within 1–3 business days.

Returns – Conditions

  • Make sure your return is securely packaged and arrives in good condition.
  • Return shipping costs are covered by Belush only if the item is faulty or misrepresented under the CGA. For change-of-mind returns, you’ll need to cover the cost.
  • Use your store credit within 1 year from the issue date.
  • We apply credits based on the price you paid, including any discounts or sale pricing.

Delivery FAQ

You will receive an email only when your order has been dispatched. There will be a URL in this email which shows you the tracking progress.

Please check your spam folder or junk mail if you have not received any dispatch emails from us.
If not, please contact us via phone (on website) or email at [email protected] along with your order number, name or shipping address.

Traditionally we do not but we can upon request

If your cart net amount is $150 or more, you will automatically qualify free shipping at checkout.

NB: Some custom and bulk orders may incur a weighted / box courier charge.

Metro Area's Only:

A Saturday ticket is applicable in situations such as:
E.g.: You placed order on a Thursday or Friday and you need to ensure it gets to you by the weekend latest *

We can apply a Saturday ticket upon request - cost is $10.00 extra
Please contact us to request this - prepayment is required prior to dispatch.

Disclaimer: Belush cannot guarantee that your parcel will arrive on or before Saturday

If, in the unlikely event your parcel has not arrived, please call or email us @ [email protected]  within business 3 days of placing your order or receiving any dispatch confirmation.

Please provide all the details, including your name, order number and any courier tracking communication you have received

We will liaise with our NZ Post Account Manager to open up a "lost parcel" case and proceed they will proceed with an initial investigation.

You may be required to fill in documentation that NZ Post may send you or to answer any questions from their investigation team

Depending on the outcome, we will arrange a replacement order.

We only ship within New Zealand.

Please contact our Brisbane based Belush Australia team for any Australian order queries at [email protected]

For details relating to our Privacy Policy –
click here

If you are unsatisfied with our Returns and Refund Policy, you may also contact the
Office of the Privacy Commissioner at
www.privacy.org.nz

If you have questions about our returns and refund policy,
please contact us at
[email protected].