Return & Exchange Policy

Quick summary: 14 days to return unworn items in original condition. Store credit or exchange for change-of-mind; full refund for faulty items. Customer pays return shipping unless the fault is ours.

Return Window

You have 14 days from the date your order is delivered to initiate a return. After 14 days, we are unable to accept returns except in the case of manufacturing faults covered by the New Zealand Consumer Guarantees Act 1993.

Return Conditions

For a return to be accepted, items must be:

  • Unworn, unwashed, and unaltered
  • Free of marks, makeup, deodorant residue, or fragrance
  • In original packaging with all tags attached
  • Accompanied by your order number and reason for return

What’s Not Returnable

  • Items marked “Final Sale” or “Last Stock”
  • Underwear, swimwear, or any item with a hygiene seal removed
  • Gift cards
  • Items returned outside the 14-day window (except faulty items)
  • Items damaged by improper care or wear

Refund Options

For change-of-mind returns, we offer two options:

Store Credit

Issued as a code valid for 12 months from issue date. No fees. Recommended option for fastest processing.

Exchange

Swap for a different size or colour of the same item, subject to stock availability. We cover shipping for the exchanged item.

Cash refunds are issued only for faulty or incorrectly-shipped items, in line with the Consumer Guarantees Act.

How to Return

  1. Email support@mrwinston.co.nz within 14 days of delivery with your order number, the item(s) you’re returning, and the reason
  2. We’ll respond within 24–48 hours with the return shipping address and a Return Authorisation number
  3. Pack the item(s) securely and ship via tracked courier (return shipping cost is yours unless the item is faulty)
  4. Once received and inspected, we’ll process your store credit, exchange, or refund within 5–7 business days

Faulty Items

If your item arrives faulty or develops a fault within a reasonable timeframe due to a manufacturing defect, you’re entitled to a remedy under the New Zealand Consumer Guarantees Act 1993. This includes:

  • A full refund (including original shipping)
  • A free replacement
  • Reimbursement of return shipping costs

Email photos of the fault and your order number to support@mrwinston.co.nz. We aim to resolve fault claims within 7 business days.

Wrong Item Received

If we ship you the wrong item, that’s on us. Email us within 7 days of delivery with your order number and a photo of what you received. We’ll arrange free return shipping and dispatch the correct item or issue a full refund.