Silk Pyjamas Company ยท New Zealand
Refunds & Returns
Read the voluntary returns policy and the consumer rights that remain protected.
Your New Zealand consumer rights
Nothing in these terms limits rights or remedies that apply under the Consumer Guarantees Act 1993 or Fair Trading Act 1986. The change-of-mind conditions, fees and deadlines below do not apply to a remedy you are entitled to for a faulty, incorrectly supplied or misdescribed product.
Change of mind and choosing the wrong size
The voluntary returns policy accepts a return request within 15 days of purchase, subject to approval and the conditions below. Contact us first with your order number and reason for return. Keep your proof of purchase and original packaging.
A NZ$39 handling deduction applies to a voluntary return. You pay for tracked return delivery. The item must be returned in its original condition, with packaging and included accessories. Obtain the return address from the team before sending anything; the administration address is not a returns depot.
Damaged, incorrect or missing items
Contact us with the order details and photographs that help show the problem. We will arrange the appropriate remedy and applicable delivery costs. The voluntary-return handling fee does not reduce a statutory remedy.
Cancellations and order changes
Request a cancellation within 12 hours of ordering and before shipment. The existing voluntary cancellation policy charges a 12.5% fee. Once shipped, use the returns process. These conditions do not limit cancellation rights that apply by law.
Refund processing
Once the return has arrived and been checked, allow 24 to 48 hours for us to process an approved refund. Your payment provider may take additional time to display the credit.
Embroidery and personalised products
Confirm the text and product before ordering. Contact us promptly if a change is needed. Personalisation does not remove your rights when an item is faulty or incorrectly supplied.