Refund policy
Last updated: 6 June 2026
This Returns & Refunds Policy forms part of our Terms of Service and should be read together with them. At Arkilla, we want you to be completely satisfied with your purchase.
Know Your Consumer Rights
As a New Zealand business, we comply with the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986. We sell worldwide, and consumer laws differ from country to country. Wherever you live, you may have additional rights under your local consumer laws, and we will comply with any such laws that apply to your purchase. We will never attempt to limit any statutory rights you hold.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or is not what you ordered, we will make it right. We offer free replacements or full refunds for any items that arrive in these conditions. Returns will not be accepted for items damaged by customer misuse, or for issues caused by factors outside our control.
Please contact us as soon as possible — ideally within 7 days of receiving your order — with clear photos and/or videos showing the defect or damage, so we can resolve it quickly. We will assess your claim and advise on next steps; in many cases we can resolve the issue from your photos alone without requiring you to return the item. Contacting us promptly helps us help you, but does not affect any rights you have under the Consumer Guarantees Act 1993 or other applicable consumer law.
Once your claim is approved, refunds are typically processed within 5–7 business days to your original payment method, or replacements will be shipped at no additional product cost.
How to Return an Item
Once your return request has been approved, we will provide you with the applicable return instructions and return address, where required. Please do not send items back until your return has been authorised. Items sent back without authorisation, or to an address other than the one we provide, may not be processed or refunded. Returned items must be packed securely; we cannot accept liability for items lost or damaged in return transit if they are not properly packed.
Order Cancellations
Our fulfilment system is automated to ensure fast dispatch. If you wish to cancel an order, please contact us immediately. If your order has not yet been processed by our suppliers, we may be able to cancel it and issue a full refund. Once an order has been processed, cancellation may no longer be possible. This does not affect any cancellation or cooling-off rights you may have under the consumer laws of your country of residence, which we will honour where they apply.
Change-of-Mind Returns
We do not offer refunds, returns, or exchanges for change-of-mind purchases — such as ordering the wrong size or colour, or simply deciding you no longer want the item — except where required by law. Depending on where you live, you may have additional change-of-mind or cancellation rights under your local consumer laws, and we will comply with any such rights that apply to your purchase. We will never attempt to limit any statutory rights you hold.
While our standard policy is no discretionary returns, we value our customers and understand that unique situations arise. We review such requests on a case-by-case basis at our discretion. If you believe your situation warrants an exception, please contact us within 48 hours of delivery. Approval is not guaranteed, and we reserve the right to decline any request that does not meet our criteria and is not covered by consumer law.
If an exception is granted, the item must be returned unused and in its original packaging at the customer’s expense, and a restocking fee may apply. Refunds will only be processed once the returned item has been received, inspected and approved. Please allow 5–7 business days for the refund to then be processed.
Return Shipping Costs
For change-of-mind returns, return shipping costs are the customer’s responsibility and must be arranged and paid for by the customer. Where a return is approved, we will provide further details and instructions.
• Faulty, incorrect or damaged items: for approved returns due to a defect, incorrect items, or items damaged in shipping, we will cover any return shipping costs. In some cases, the item may not need to be returned to us.
• Import duties: any customs duties or import taxes paid on your original purchase are generally non-refundable. Please check with your local customs authority about reclaiming duties on returned goods.
• Original shipping charges: for change-of-mind returns, original outbound shipping charges are non-refundable. For faulty, incorrect or damaged items, we will refund these in accordance with applicable consumer law.
Contact
For any questions about returns or refunds, please contact us at support@arkilla.store. Our full contact details are set out on our Contact Details page.