Refund Policy

I'm a Māmā too – I know how busy family life can be, and I want shopping with us to feel easy and stress-free. If something isn’t quite right with your order, I'm here to help. 

Please read important notes:

  • We cannot accept returns on sale items or gift cards.
  • Change of mind returns are only available within New Zealand and Australia.

  • Return shipping costs are the responsibility of the customer (unless the item is faulty). 

  • Original shipping cost are not refundable. If your order qualified for Free Shipping, our actual shipping cost will be deducted from your refund.

Change of Mind

We understand sometimes you just change your mind – that’s okay!

  • We accept change of mind returns within 30 days of delivery
  • Items must be unused, in original condition, and in their original packaging.
  • Refunds will be processed minus shipping costs we paid to send the item. 

Please note:

  • Orders placed with a discount code are not eligible for a refund, but you'll receive a store credit.
  • No returns are accepted after the 30 day window.

Faulty / Damaged or Wrong Items

We take great care packing each order, but if your item arrives faulty, damaged or incorrect, please email us at hello@narabeannz.com straight away with photos and your order number.

  • We offer a 6-month faulty claim period (excluding general wear and tear).
  • Depending on the fault:
    • Minor Fault - we may repair or issue store credit.
    • Major Fault - you can choose a replacement, store credit, or refund.
  • Items damaged from misuse, improper care, or normal wear and tear are not considered faulty.

  • A light manufacturing/packaging scent is normal and will fade overtime.

Exchanges 

We don’t do direct swaps. If you'd like a different size or colour, simply return your item for a refund/store credit and place a new order.

How to Return

  1. Contact us at hello@narabeannz.com. within 30 days of delivery

  2. If approved, we’ll email you a return shipping label, as well as instructions.

  3. Items sent back without prior approval won't be accepted

  4. Once received and inspected, we'll process your refund/store credit within 2-5 business days (minus return shipping costs).

Cancelling Order or making Amendments 

Please take extra care when placing your order. Once it's confirmed, we’re usually unable to cancel it or make changes because our packing process moves quickly.

This includes:

  • Changing your shipping address

  • Applying discounts or gift cards after checkout

  • Cancelling your order

  • Adding/removing items

  • Changing product colours

Any incorrect details entered air checkout remain the customers responsibility.

Colour Variations

We do our best to show true colours of our products online, but small differences can happen due to natural lighting, editing, or your screen settings.

A Little Note From Us 💛

I'm a small family business, and every order means so much to me. I'll always do my best to look after my customers the same way I'd look after my own family. If you’re ever unsure, just reach out – I'm here to help.