Refund policy

Returns
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Do note that there is up to a 20% restocking fee (subject to inspection) that will be applied for a change of mind return or if the item is not in its original condition, is damaged, or missing parts for reasons not due to our error. 

Exclusions
Due to hygiene concerns, we don't accept returns, exchanges, or refunds for Sleeping Pods, Clothing, Accessories, Blankets & Pillows

Clearance items are not eligible for warranty, return, refund, or exchange.

All items shipped outside of New Zealand are final sale and are not eligible for return, refund, or exchange

All customised item and made by order item like birthday banner, mud kitchen, greeting cards and etc are final sale and are not eligible for return, refund or exchange

Order Cancellation
If you cancel your order before it ships due to a change of mind, a small processing fee (3% of the order value) will be deducted from your refund to cover non-refundable payment processor costs.

Where does the money go? Payment processors (like Visa, Mastercard, or Shop Pay) charge an automatic fee to process your payment online. Even if an order is cancelled before it ships, these financial institutions keep the processing fee to cover their network costs. To stay fair to all customers and keep our prices low, we deduct this non-refundable banking fee from your total refund.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 - 5 working days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@taylorson.co.nz

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
All products sold are not exchangeable.

Shipping Fee is not refundable if: 

- You have changed your mind. You have to return the item within 7 working days from the day you received the item.

- Change of item, colour, or size. You have to return the item within 7 working days from the day you received the item.

- To return the item because of the actual present product has slightly different to the product image on the website. You have to return the item within 7 working days from the day you received the item.

We make every effort to present products, prices and colours correctly, by putting a lot of care into the photography process. All images presented on the website are faithfully depicting the real product, however, screen settings vary for every computer and might affect the hue and shades of the image.

Damage

Acceptance of delivery at your end acknowledges that everything is in order.

We'll be very sad to hear of anything going wrong. However, if anything does happen to arrive damaged please let us know by email within 48 hours of receipt so that we can register your claim and our customer team will follow up with you soonest.

Please check the package to ensure that your items inside are OK before signing for the delivery. Please do not accept the package if there are any signs of damage to the packaging or product which can be an indication of damage within. The courier company will return the package to us. 

We can't accept claims for damage or loss:

- If you have signed for the packaged and not noted the damage with the courier

- If you authorized for the package to be delivered without signature or unattended delivery

- Claims lodged later than 48 hours after receiving your package

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over NZD100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.