Refund policy

RETURNS

We know online shopping can sometimes be a bit of a risk! But we are happy to arrange an exchange or refund for your purchase.

Please head to our Contact page to enquire about returns.
To be eligible for an return or exchange, you must meet and adhere to the following criteria:

• The request must be lodged within 14 days of your order date.
• The product(s) must be in original condition
• Shipment of the product(s) back to our address will be at cost to the customer. We recommend using a parcel service with tracking, as we are not liable for returns that do not make it to our warehouse.

We will inspect the product(s) upon arrival to approve or decline your exchange/return request. Please allow up to 3 business days from arrival at our warehouse for your request to be processed.

• If your request is approved, our team will process the request. In the case of an exchange, the postage back to the customer is free of charge. 
• If your request is declined, the product(s) will be shipped back to the customer.

To return your item, Please send it to Unit 8, 80 Ballantyne Road, Wanaka but get in contact with us first! - Email hello@coldstart.co.nz

LOST PARCELS

We do not take responsibility for lost parcels (unless it's our fault) - whether the package being sent to the buyer, or back to our HQ for an exchange/return. However, we will work with you to identify where your parcel may have ended up.
To minimise the risk of a parcel being lost, we encourage customers to double-check that they have entered the correct address during checkout.