Refund policy

Returns and Refunds Policy

1) Warranty Policy

We stand by the quality of our products and offer a comprehensive warranty for your peace of mind:

  • Warranty Coverage: All products are covered by a 24-month warranty from the date of purchase.
  • What’s Covered: Our warranty covers defects in materials and workmanship under normal use.
  • Replacement Process: If your item is faulty, please contact us here at with your order number and a description of the issue. We may ask for photos or other evidence to assess the fault.
  • Full Replacement: If the item is deemed faulty, we will provide a full replacement at no additional cost. We’ll also cover the shipping costs for sending the replacement item to you.

 

2) Returns Policy for Unopened Items

We want you to be completely satisfied with your purchase. If you've changed your mind or are unsatisfied with an item that you haven't opened, you can return it for a full refund. Here’s how:

  • Return Window: You have 30 days from the date of purchase to return unopened items.
  • Condition: The item must be in its original packaging, unopened, and in the same condition as when you received it.
  • Return Process: Please contact our customer support team  to initiate the return process. We'll provide you with the necessary return instructions.
  • Refund: Once we receive and inspect the unopened item, we’ll issue a full refund to your original payment method within 5-7 business days.
  • Shipping: The buyer is responsible for shipping the item back to our Auckland warehouse.

3) Money-Back Guarantee for Opened but Unused Items

If you’ve opened an item but haven’t used it and would like to return it, we offer a money-back guarantee under the following conditions:

  • Return Window: You have 30 days from the date of purchase to return opened but unused items.
  • Condition: The item must be in unused condition with all original packaging and accessories included.
  • Shipping: The buyer is responsible for shipping the item back to our Auckland warehouse. Please ensure the item is securely packaged to avoid any damage during transit.
  • Restocking Fee: A 25% restocking fee will be deducted from your refund.
  • Return Process: Contact our customer support team at to begin the return process. We’ll provide you with a return authorisation and the return address for our Auckland warehouse.
  • Refund: After receiving and inspecting the item, we’ll issue a refund minus the restocking fee within 5-7 business days.

We’re committed to ensuring that you have a positive experience with Albie and Friends. If you have any questions about our returns, money-back guarantee, or warranty policies, don’t hesitate to reach out to us.