SECTION 1 — Returns & Refunds

At Budget Diaries NZ, we want you to feel confident when shopping with us.

Our returns and refunds policy is designed to be fair, simple and transparent. Nothing in this policy is intended to limit or exclude any rights you may have under the New Zealand Consumer Guarantees Act 1993 (CGA) or other applicable New Zealand consumer laws.

In addition to your rights under New Zealand law, we offer a 14-Day Money-Back Guarantee for change-of-mind purchases, subject to the conditions below.

If you have any questions or would like to request a return, please contact us through the Contact Us page on our website and include your order number.

14-Day Money-Back Guarantee

Changed your mind? We understand.

You may request a return within 14 days of receiving your order under our voluntary change-of-mind guarantee.

To qualify, we ask that the product is returned in good physical condition and has not been unnecessarily damaged, heavily used or altered.

If we ask you to return the product, return shipping costs for a change-of-mind return will be the customer's responsibility.

Once the returned product has been received and approved, we'll process the applicable refund to your original payment method.

Faulty, Damaged or Incorrect Products

If your Budget Diaries product arrives faulty, damaged, significantly different from its description or otherwise does not meet the guarantees provided under New Zealand consumer law, please contact us as soon as reasonably possible.

Depending on the circumstances and your rights under the Consumer Guarantees Act, an appropriate remedy may include a repair, replacement or refund.

For minor problems that can be remedied, we may choose the appropriate remedy permitted under the CGA. For failures of a substantial character, you may have the right to reject the product and choose a replacement or refund in accordance with the CGA.

Our 14-day change-of-mind period does not limit your legal rights regarding faulty products.

We may ask you to provide:

• Your order number
• Clear photographs or video showing the issue
• A brief description of the problem
• Any other information reasonably required to assess the issue

Please do not intentionally dispose of or further damage an item while your claim is being assessed.

When Our 14-Day Change-of-Mind Guarantee Does Not Apply

Our voluntary change-of-mind guarantee generally won't apply where:

• More than 14 days have passed since you received your order and there is no issue covered by your statutory rights
• You simply no longer want the product after the 14-day period
• You accidentally ordered the wrong product and contact us after the 14-day period
• You found the same or a similar product cheaper elsewhere
• You have damaged the product through misuse, neglect or failure to follow reasonable care instructions
• The product has been materially altered or damaged after delivery
• You were made aware of a particular fault before purchasing and your claim relates only to that disclosed fault

These exclusions relate to our voluntary change-of-mind policy and do not remove any rights you may have under New Zealand consumer law.

Taking Care of Your Budget Diary

Our diaries and accessories should be treated with reasonable care.

Damage caused after delivery through misuse, improper storage, liquids, excessive force or other circumstances unrelated to a product defect may not qualify for a remedy under this policy or the Consumer Guarantees Act.

This does not affect your rights where the damage or problem results from the product failing to meet a consumer guarantee.

How to Request a Return or Refund

To request assistance, please contact us through the Contact Us page on our website.

Please include your:

• Full name
• Order number
• Email address used for your order
• Reason for requesting a return or refund
• Photos or video where relevant

We recommend contacting us through our website rather than social media, as messages on social platforms can occasionally be missed.

Our team aims to respond to enquiries within 24–48 business hours, Monday to Friday.

Returning Your Product

If your product needs to be returned, our team will provide you with the appropriate return instructions and return address.

Please do not send a return without contacting us first, as this may delay the processing of your request.

For approved change-of-mind returns under our 14-day guarantee, the customer is responsible for return postage unless we agree otherwise.

Where a product fails to meet a guarantee under the Consumer Guarantees Act, reasonable return costs will be handled in accordance with our obligations under New Zealand law.

Please keep your postage receipt and tracking information until your return has been completed.

Refund Processing

Once your refund has been approved and processed, it will generally be returned to your original payment method.

Please allow approximately 5–10 business days for the funds to appear, depending on your bank or payment provider.

Weekends and public holidays may affect processing times.

Once we have issued a refund, the time taken for the funds to appear in your account is generally controlled by your bank or payment provider.

SECTION 2 — Late or Missing Refunds

If we've confirmed that your refund has been processed but you haven't received it yet:

1. Check your bank or payment account again.
2. Allow at least 5 business days for processing.
3. Contact your bank or payment provider, as there may be a processing delay.
4. If your refund still hasn't appeared, contact us through our website with your order number.

We'll be happy to check the refund status from our end and assist where possible.

SECTION 3 — Return Shipping Costs

For an approved change-of-mind return under our voluntary 14-day guarantee, you will generally be responsible for the cost of returning the product to us.

If the product is faulty or otherwise fails to meet a guarantee under the Consumer Guarantees Act, return and remedy costs will be handled in accordance with our legal obligations.

If we determine that you do not need to return an item before receiving an approved refund or replacement, we'll let you know.

Your Rights Under New Zealand Law

Our policies are provided in addition to your rights under New Zealand consumer law.

Products sold by Budget Diaries NZ to New Zealand consumers are expected to meet applicable guarantees under the Consumer Guarantees Act, including being of acceptable quality, fit for purpose and matching their description.

Nothing in this Returns & Refund Policy is intended to exclude, restrict or modify any consumer right or remedy that cannot legally be excluded.

We're Here to Help

We want every interaction with Budget Diaries NZ to be handled fairly and respectfully.

If something isn't right with your order, please contact us before becoming frustrated with the situation. We'll review the circumstances and work with you to find an appropriate solution.

For the quickest response, please use the Contact Us form on our website rather than contacting us through social media.

For information about delivery times and shipping, please visit our Shipping Policy page.

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