At Zulfees, your satisfaction matters to us. We follow the New Zealand Consumer Guarantees Act 1993 (CGA), which means your legal rights are protected in addition to this policy.
Your Consumer Rights
Under the CGA, you are entitled to a repair, replacement, or refund if a product is:
- Faulty or defective
- Unsafe
- Not as described
- Does not do what it is meant to do
These rights apply to all products, including sale items.
Change of Mind
Please choose carefully as we do not offer returns, refunds or replacement for change of mind. This includes incorrect size, colour preference, or if you simply no longer want the product.
Special Notes
- All Silk Products: Please follow our care guide for silk pillowcase: How to Wash a Silk Pillowcase. and for silk bonnet: How to Wash a Silk Bonnet If care instructions are not followed and the product becomes rough or damaged, this is considered misuse and does not qualify for a return or refund. CGA rights still apply if the product was faulty when supplied.
- Earplugs for Sleeping: Designed to provide up to 23dB noise reduction. They do not block all noise completely. Dissatisfaction with noise reduction does not qualify for a return or refund. CGA rights still apply if the product is faulty or does not perform as described.
- Earwax Removal Kits: If any parts (such as tips) are broken or lost after delivery, this is considered misuse and does not qualify for a return or refund. If the product is faulty or stops working within the manufacturer’s warranty period, you must provide proof of purchase and any information requested by our team or the manufacturer. CGA rights still apply if the product was faulty when supplied.
- Jigsaw Puzzles: Some boxes include the statement “Specifications, colours and content may vary from illustrations.” This refers to minor variations in packaging or colour tones and does not mean the product inside will differ from the description on our website. Minor variations do not qualify for a return or refund. CGA rights still apply if the product is faulty or significantly different from its description.
When Can You Return a Product?
You can request a return if:
- The product is faulty or damaged
- You received the wrong item
- The product does not match its description
Important:
- If your order arrives damaged or faulty, you must report the issue within 48 hours of receiving the product with photos of the packaging and product.
- For products covered by a manufacturer’s warranty, if they become faulty during the warranty period, you must report the issue within the agreed warranty timeframe.
- Please contact us as soon as possible if there is an issue. Your rights under the Consumer Guarantees Act 1993 apply for a reasonable period after purchase, depending on the nature of the product.
How to Report Damaged or Incorrect Items
To be eligible, you must email us at contact@zulfees.co.nz within 48 hours of receiving your products, and provide the following:
- Order number in the email subject line
- Details of the issue (faulty/damaged products or incorrect shipment)
- Multiple images of the parcel and its contents, including:
- Photos of the damaged items
- Photos of the inner and outer packaging
- Photos of the shipping label on the parcel
We will evaluate the issue and let you know whether you need to return the products for inspection. If required, we will provide a return shipping label and instructions.
Return Process
If your return is approved:
- We will email you a return shipping label.
- You must download and print the label.
- Arrange your own courier bag or carton and securely pack the item.
- Attach the printed label to the package.
- Drop the parcel at your nearest NZ Post location.
Note: Customers are responsible for providing suitable packaging for returns. Items returned without prior authorization will not be accepted.
Review Timeline
Once you submit your return request with all required details, our customer service team will review the issue and respond within 3–5 business days.
Refunds & Replacements
- Once we receive and inspect your return, we’ll confirm the outcome.
- If approved, you can choose:
- Refund (processed within 10 business days; bank times may vary)
- Replacement (shipped to your original delivery address)
- Original shipping charges (if any) are non-refundable.
Major vs Minor Faults
- Minor fault: We may repair the item or replace it.
- Major fault: You can choose a refund, replacement, or repair.
We Reserve the Right
We reserve the right to reject your request if it does not comply with our return and refund policy.
Questions?
Email us at contact@zulfees.co.nz with your order number, name and details. We aim to respond within 48 business hours. Phone support is not available at this time.
This returns and refund policy was last updated on 23 August 2025. We reserves the rights to change the content of the policy without any further notice.