Returns & Refunds Policy

Returns & Refunds — New Zealand

This policy applies to orders delivered to New Zealand addresses through soko.com.au/en-nz. For orders delivered within Australia, please see our Australian Returns & Refunds Policy.

Your rights under New Zealand law

Our products come with guarantees that can't be excluded under the New Zealand Consumer Guarantees Act 1993. Your goods must be of acceptable quality, fit for their purpose, and match their description.

If there's a problem with a product, you're entitled to have it put right:

• Minor problem: we'll repair, replace or refund the item, at our choice.
• Serious problem (a failure of substantial character, or one that can't be fixed within a reasonable time): you can choose a replacement or a full refund, or keep the item and receive compensation for the drop in its value.

There's no fixed time limit on these rights. They last for a reasonable time, depending on the type of product, its price and how it's been used. Nothing in this policy limits your rights under the Consumer Guarantees Act or the Fair Trading Act 1986.

Change of mind

If you've changed your mind, we're happy to offer store credit or an exchange within 14 days of delivery.

To be accepted, items must be:

• unused and in their original condition
• returned with all original packaging, manuals and accessories

A few things to know:

• Change-of-mind returns receive store credit or an exchange. We don't offer cash refunds for change of mind.
• You're responsible for the cost of returning the item to us, and for packing it securely so it arrives undamaged.
• Original shipping charges aren't refundable.
• No restocking fees apply to New Zealand returns.

Change-of-mind returns are separate from your rights under the Consumer Guarantees Act. Those rights apply whether or not an item is eligible for a change-of-mind return.

Exchanges

Want a different size, colour or product? Send your item back within 14 days of delivery and we'll ship the replacement once your return arrives.

• The item you're returning must meet the change-of-mind conditions above.
• You pay the cost of returning your item and the shipping on the replacement.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty or not as described, or develops a fault within a reasonable time, we'll put it right as quickly as we can.

Email us at [email] with:

• your order number
• a short description of the problem
• photos of the item and any damage, including the packaging if it arrived damaged. If the item was damaged in transit, we may not be able to claim your parcel's shipment warranty without images of the damaged packaging.

Please contact us before sending anything back so we can arrange the best solution. We'll cover the cost of returning a faulty item, and a faulty item will never cost you anything to return.

If we inspect a returned item and find no fault, we'll let you know. We can then send it back to you, and a NZ$20 fee plus return postage will apply.

Manufacturer warranties

Some of our brands, offer their own manufacturer warranties. These are in addition to your rights under the Consumer Guarantees Act, not a replacement for them.

Items we can't accept for change of mind

For hygiene, safety or product reasons, we can't accept change-of-mind returns or exchanges on:

• gift cards, credit notes and vouchers
• clearance and special-order items
• customised or personalised items
• suction products that have been installed
• toilet brushes
• products containing consumables, such as adhesives, glues or paints
• items that have been damaged or misused after delivery

These exclusions apply to change-of-mind returns only. If any of these items is faulty or not as described, your rights under the Consumer Guarantees Act still apply.

How to start a return

1. Email support@soko.com.au with your order number and the item(s) you'd like to return, exchange or report as faulty.
2. We'll confirm your return and send you the return address and any next steps.
3. For change-of-mind returns, pack the item securely and send it using a tracked service. We can't accept responsibility for returns lost in transit.

Refunds and store credit

• Refunds for faulty items go back to your original payment method in NZD, within 5 business days of the return being approved. The refund includes the original shipping charge.
• Store credit is valid for 3 years.
• Depending on your bank, refunds may take a few extra days to appear in your account.