Refund policy
Our Promise
We want you to love your Shuteye goodies! If something's not quite right, we're here to help-because beauty sleep shouldn't come with buyer's remorse.
What We Cover
Under the Consumer Guarantees Act 1993, you're entitled to a repair, replacement or refund if your item:
- Arrives faulty, damaged, or broken
- Isn't fit for purpose (i.e. doesn't do what it's meant to)
- Doesn't match the description or photos
- Isn't delivered within a reasonable timeframe
In these cases, we'll sort it - just email us at info@theshuteyeclub.com with your order number and a photo if possible.
What We Don't Cover
We don't offer refunds or exchanges if you:
- Change your mind
- Ordered the wrong item
- Don't like the colour, style or shape
- Damaged the item after it arrived
However, if we've made a mistake or your item isn't right, we'll always make it right in line with NZ consumer law.
Returns Process
- Email us at info@theshuteyeclub.com within 7 days of receiving your order.
- Include your order number, details of the issue, and a photo if relevant.
- We'll respond within 2 business days with next steps.
- If your return is approved, we'll issue a refund, replacement, or store credit-your choice (where eligible).
Please don't send anything back until we've approved the return.