Refund policy
Last updated: 22 Sep 2026
We would rather you were happy with what you bought than stuck with something that does not suit your room. So the rules are simple. You have 30 days from delivery to return anything you do not want, there is no restocking fee, faulty or incorrect items are put right at no cost to you, and refunds are released to your original payment method within 2 business days of approval. The detail is below.
Your rights under New Zealand law
Everything sold on oatloft.com is covered by the Consumer Guarantees Act 1993. If a product is faulty, does not do what it should, or is not as described, you are entitled to a repair, a replacement or a refund, and no time limit in this policy narrows that. Nothing on this page replaces or reduces your rights under the Consumer Guarantees Act or the Fair Trading Act. Our 30 day change of mind window sits on top of those rights.
At a glance
| Return window | 30 days from the day your order is delivered |
| Condition | Unused, in original condition, with all packaging, tags and accessories |
| Restocking fee | None |
| Return postage | Free when the item is faulty, damaged or not what you ordered. For change of mind returns you cover the postage |
| How to return | By post, to the New Zealand address we email you once the return is approved |
| Refund goes to | Your original payment method |
| Refund timing | Released within 2 business days of approval. Your bank or card provider then takes 3 to 10 business days to show it |
| Covers | Everything on oatloft.com, including sale and discounted items |
Change of mind returns
If a piece does not suit the space, arrived in the wrong size or colour, or you simply do not want it, you can send it back within 30 days of delivery.
For a change of mind return the item needs to be:
- unused and in the condition it arrived in,
- complete, with the original packaging, tags and any accessories, and
- posted back within 30 days of the delivery date.
There is no restocking fee.
You pay the return postage. Once your return is approved we will email you a New Zealand return address. Please send it tracked, because the parcel is in your care until it reaches us and we cannot refund something that does not arrive.
You get back the full price you paid for the item. Shipping on our orders is free, so there is no delivery charge to deduct.
Faulty, damaged or incorrect items
If something turns up damaged, has a fault, or is not what you ordered, that is our problem to fix and it costs you nothing. Email us some photos and we will send a replacement or refund you in full, your choice. Usually we will not ask for the item back. If we do need it returned, we will cover the postage or send you a prepaid label.
Let us know as soon as you notice the issue, ideally within 30 days of delivery. If a fault appears after that, the Consumer Guarantees Act still applies, so email us anyway and we will sort it out.
A lamp that stops working in its first week, or a cushion cover whose seam opens on the first wash, is a fault rather than wear and tear. If you are not sure which side of the line something falls on, ask us.
Who pays for return shipping
| Situation | Return postage | Original delivery |
|---|---|---|
| Faulty, damaged in transit, or not what you ordered | Oat Loft, and in most cases nothing needs to come back | Free, so nothing to refund |
| Change of mind, wrong size or colour, no longer wanted | You, using a tracked service | Free, so nothing to refund |
| Parcel confirmed lost, or destroyed at the border | Nothing to return | Full refund or free replacement |
Items we cannot take back for change of mind
For hygiene and safety reasons the following cannot be returned unless they are faulty:
- Bedding, pillows, duvet inners and cushion inserts that have been unwrapped and used
- Candles that have been lit, and diffusers or room sprays that have been opened
- Bulbs and light fittings that have been installed or wired in
- Towels, bath mats and other textiles that have been washed or used
- Made to order or personalised items, unless the mistake is ours
- Anything marked as final sale at the time of purchase
If any of these turns out to be faulty, it is covered no matter what. Faults are always our responsibility.
Sale and discounted items
Something bought on sale, with a discount code or during a promotion can be returned on exactly the same terms as a full price item, except where it was clearly marked as final sale. You are refunded whatever you paid at the time, not the full price.
Starting a return
- Email us at info@oatloft.com with your order number, a short note on what is wrong, and photos if the item is faulty or damaged.
- Wait for our reply. We answer within 1 to 2 business days, either with a resolution or, if the item needs to come back, with the return address and instructions. Please do not post anything until you hear from us, since parcels sent without a return reference can go astray.
- Pack and post if we have asked you to. Use the original packaging, include the tags and accessories, and send it tracked so we can both follow it. Hang onto the tracking receipt until your refund arrives.
Refunds
Approval. Either from your photos, or once a returned item has reached us and been checked. We inspect returns within 2 business days of receiving them.
Timing. We release the refund within 2 business days of approval and email you to confirm it has gone.
Destination. The payment method you used at checkout. We do not send refunds to a different card or account. If you would prefer store credit instead, just say so.
Bank timing. Your bank or card provider usually takes 3 to 10 business days to post the money. That part is out of our hands.
Amount. Everything you paid for the item, including GST. With free shipping there is no delivery charge to take off.
Partial refunds. If a change of mind return reaches us used, damaged, or missing packaging, tags or accessories, we will email you before doing anything else. Depending on the condition we may offer a partial refund, or return the item to you at your cost. A refund is not reduced for any fault that is our responsibility.
Refund not showing? Check your statement again and then ask your card provider, since posting times vary. If it has been more than 10 business days since our confirmation email, send us your order number and we will chase it with our payment provider.
Exchanges
We are happy to exchange, but an exchange is a fresh order shipping from overseas, which means the full 12 to 22 business day delivery window starts again. If you need the right item sooner, a refund and a new order placed straight away is usually quicker. Email us and we will tell you which route will get it to you first.
Size and colour exchanges follow the same 30 day window and condition rules as change of mind returns. If we sent the wrong item or it is faulty, the exchange is free.
If the parcel does not arrive
An order that has not shown up in the expected window is a shipping matter rather than a return. Email us with your order number and we will chase the carrier. Our Shipping Policy has the full process. A parcel that is confirmed lost, or held and destroyed by Biosecurity New Zealand, is replaced free or refunded in full, whichever you prefer.
Cancelling
Email our customer service team within 24 hours of placing the order, quote your order number, and we will cancel it and refund the full amount to your original payment method.
After 24 hours the order has usually been passed to our supplier and we may not be able to stop it. Once it has been dispatched it cannot be cancelled, but you can return it under this policy when it arrives.
Changes to this policy
This policy may be updated from time to time, with the date at the top revised when it is. The version in force on the day you ordered is the one that applies to that order. No update affects your rights under the Consumer Guarantees Act.
Questions
Take a look at our FAQ page, or email our customer service team and we will get back to you as soon as we can.
Contact information
Store Address: 114 Avonhead Road, Christchurch, Canterbury 8042, New Zealand
Store Email: info@oatloft.com
Store Phone: +64 3 669 8870
Customer Service Hours:
Monday to Friday: 9:00 AM - 5:00 PM (NZST)
We do our best to reply to every email within 1 to 2 business days.