Refund policy

We want you to feel confident ordering from WarmCo.

If something isn’t right, please contact us and we’ll do our best to help.

Change of Mind Returns

If you change your mind, you may return your WarmCo hoodie within 14 days of receiving your order, provided it is:

  • Unworn
  • Unwashed
  • In original condition
  • Returned with all original packaging and accessories, including the power bank

Please contact us before returning your order so we can provide return instructions.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Once the returned item has been received and checked, we’ll process your refund to the original payment method.

Original shipping charges, if any, are non-refundable.

Size Exchanges

We understand that getting the right fit is important.

We recommend sizing up one size and checking our size guide before ordering.

If you need to exchange your hoodie for another size, please contact us within 14 days of receiving your order.

To be eligible for a size exchange, the hoodie must be:

  • Unworn
  • Unwashed
  • In original condition
  • Returned with all original packaging and accessories

Exchanges are subject to stock availability.

Return shipping costs for size exchanges are the responsibility of the customer. WarmCo will cover the cost of sending the replacement size back to you within New Zealand.

Faulty or Damaged Items

If your WarmCo hoodie arrives faulty, damaged or is not as described, please contact us as soon as possible.

Please include:

  • Your order number
  • A description of the issue
  • Photos or video where helpful

We’ll assess the issue and provide an appropriate solution, which may include a replacement, repair or refund in accordance with the New Zealand Consumer Guarantees Act.

If the item is confirmed to be faulty, WarmCo will cover reasonable return shipping costs.

Incorrect Items

If we send you the wrong item or size, please contact us as soon as possible.

We’ll arrange for the correct item to be sent and cover the return shipping costs.

Refunds

Once we receive and inspect an eligible return, we’ll let you know whether the refund has been approved.

Approved refunds will be returned to the original payment method.

Depending on your bank or payment provider, it may take several business days for the refund to appear in your account.

Items That Cannot Be Returned

We may not be able to accept change-of-mind returns for items that:

  • Have been worn
  • Have been washed
  • Are damaged through misuse
  • Are missing accessories or original packaging
  • Are returned outside the stated return period

This does not affect your rights under the New Zealand Consumer Guarantees Act if the product is faulty or does not meet the guarantees required by law.

How to Request a Return or Exchange

Please contact WarmCo through our Contact page or at the email address listed on our website before sending anything back.

Include your order number and let us know whether you would like a return, exchange or help with a faulty item.

We’ll reply with the next steps and return instructions.

Your Consumer Rights

Nothing in this policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993.

Where the Consumer Guarantees Act applies, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.