Refunds and returns

Last updated: 7 September 2026

Cancelling before dispatch

An order can be cancelled at any time before it ships. Most orders are dispatched within 24 to 48 hours of payment clearing, so contact theteam@tritanglasses.co.nz with the order number as soon as you can. Once picking and packing have started, the order is handled under the return terms below instead.

Changing your mind

New Zealand law gives no general right to return an online purchase because you have changed your mind. This store chooses to offer one anyway: you have 15 days from purchase to start a return for exchange or refund. To be accepted, a change-of-mind return needs the product in its original packaging, complete, handled only as much as was reasonably necessary to inspect it, and accompanied by the order confirmation or other proof of purchase from this website. The delivery and handling charge is not refunded on a change-of-mind return.

Faulty, wrong or misdescribed goods

This is separate from a change of mind and is not limited to 15 days. Under the Consumer Guarantees Act 1993 goods must be of acceptable quality, fit for any purpose you told us about, and match their description. If they are not, you are entitled to a remedy: repair, replacement or a refund, depending on whether the failure is substantial. Email theteam@tritanglasses.co.nz with the order number and a photograph, and we will arrange it at our cost.

What we cannot accept

A change-of-mind return is not available where the item has been used beyond inspection, where the fault was caused after delivery, or where the purchase was made from a third-party retailer rather than from this website. None of this affects the consumer guarantees above.

How refunds are paid

Approved refunds are returned to the original payment method. Card and PayPal refunds usually appear within a few business days of being issued, depending on the provider.

Nothing on this page limits or excludes a right that cannot lawfully be limited or excluded. If you buy as a consumer, the Consumer Guarantees Act 1993 gives you guarantees about acceptable quality, fitness for purpose and matching the description, and a supplier cannot contract out of them for goods supplied to a consumer. The Fair Trading Act 1986 applies to how goods are described and promoted.