Refund policy

Bobbi – Returns & Refunds Policy

Last Updated 25th July 2025

 

1. Overview Last Updated 25th July 2025

We want you to love what you order from Bobbi. If something isn’t quite right, we’re here to help. This policy outlines how returns, exchanges, and refunds work for purchases made through our website.

2. Eligibility for Returns

We accept returns on most items within 14 days of delivery, provided that: 

•   Items are unused and in original condition

•   All original packaging is intact

•   You have proof of purchase (e.g. order confirmation email)

•   Please note that items marked as final sale, custom orders, or personalised items are not eligible for return unless faulty.

3. How to Request a Return

To request a return, please email us at info@bobbi.co.nz with your order number, the item you wish to return, and the reason.

We’ll provide return instructions and next steps.

We recommend using a trackable service for any returns, as we are not responsible for lost or undelivered parcels.

4. Return Shipping

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect. In that case, we’ll cover the cost or provide a return label where possible.

5. Refunds

Once your return is received and inspected, we’ll notify you of the outcome.
Approved refunds will be processed back to your original payment method within 5–10 business days.
We’ll let you know if your return has been declined due to damage or ineligibility.
Shipping fees (if any) are non-refundable unless the item is faulty.

6. Exchanges

We don’t offer direct exchanges, but you’re welcome to return your item and place a new order for the preferred item.

7. Damaged or Faulty Items

If your item arrives damaged or faulty, please contact us within 3 days of delivery with a photo and description. We’ll make it right as quickly as possible – whether that’s a replacement, repair, or refund.

8. Questions

If you’re unsure whether your item is eligible for return or need help, feel free to email us at info@bobbi.co.nz.  We’re here to help and will always aim to resolve things fairly and promptly.