Refunds & Returns

Last updated 1 September 2026. This policy sets out your rights as a consumer buying from us in New Zealand.

Changing your mind

New Zealand law gives no cooling-off period for an online purchase, so a change-of-mind return is something we choose to offer rather than something you are owed. We give you 15 days from the day your order arrives. That is separate from, and does not affect, your rights if something is wrong with the goods.

We offer 15 days from delivery as our own policy. There is no statutory cooling-off period to extend.

Your 15 day change of mind window

You can return anything we sell within 15 days of delivery, for any reason and without giving one. To start a return, email us at theteam@firepit.net.nz with your order number before that period ends, then send the goods back once we confirm the return address.

A change-of-mind return carries a $39 packing and handling charge per order, which is not refunded, and you pay the return postage using a tracked service. An order cancelled before it ships carries a 12.5% service and processing fee. Neither applies when an item is faulty, damaged or not as described: your rights under the Consumer Guarantees Act cannot be reduced by anything on this page.

Goods must come back in their original packaging and in a resaleable condition, and you need your receipt or order confirmation. We process the refund within 24 to 48 hours of receiving them back, less the $39 packing and handling charge. You pay the direct cost of returning the goods unless the item is faulty, damaged or not as described, in which case we cover the return postage.

Faulty, damaged or incorrect items

This applies to everything we sell, and nothing above affects it.

If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you. Under the Consumer Guarantees Act 1993 our goods come with guarantees that cannot be excluded: they must be of acceptable quality, match their description, and do what we said they would. If they do not, you are entitled to a repair, a replacement or a refund, and to compensation for any other reasonably foreseeable loss. For a major failure the choice between a refund and a replacement is yours, not ours. We pay the cost of returning the item.

Damaged in transit

If a parcel arrives damaged, email us with your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and we cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of your rights.

Items missing or the wrong thing sent

Tell us and we will fix it. If the parcel never arrives, or arrives with something you did not order, that is on us to resolve and it costs you nothing.

How to return something

Email theteam@firepit.net.nz with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back, so it is credited to your order.

We aim to process refunds within 24 to 48 hours of receiving the returned goods. Payment providers usually take a few further working days to show the money back on your statement.

Cancelling before dispatch

Any order can be cancelled free of charge before it is dispatched. Most orders are packed within 2 working days, so tell us as soon as you can.

If something goes wrong

If you are unhappy with how we have handled a return, see our complaints handling policy. Your statutory rights are not affected by anything on this page.