Refund and Returns Policy

Refund & Returns Policy

We want you to love your NZ Play Mat. If something isn’t right, we are here to help in accordance with the Consumer Guarantees Act 1993.

1. Faulty or Damaged Products

If your play mat is faulty, damaged upon arrival, or does not match the description provided, you are entitled to a remedy.

• Minor Faults: We may choose to repair the mat, replace it with an identical one, or provide a full refund.

• Major/Substantial Faults: If the fault is serious (e.g., the product is unsafe or a reasonable consumer would not have bought it if they had known about the fault), you can choose between a full refund or a replacement.

2. Return Requirement

To receive a refund or replacement under this policy, you must first return the product to us for inspection.

• It is the customer's responsibility to return the product to the business.

• If the product is confirmed to be faulty, we will reimburse your reasonable return shipping costs.

3. Change of Mind

Please choose carefully, as we are not required to provide a refund if you simply change your mind about your purchase.

4. Exclusions

We cannot provide a refund or remedy if the product has been misused, neglected, or accidentally damaged after it was delivered to you.

5. How to Start a Return

To initiate a return, please contact us at info@nzplaymats.co.nz with your order number and a brief description of the issue.