Refunds & Returns

Last updated 7 September 2026. This policy sets out how returns work here and how they sit alongside your rights under New Zealand law.

Changing your mind

New Zealand law does not give you an automatic cooling off period when you buy online, so this part is our own policy rather than a statutory right. We still offer it.

You have 15 days from your original purchase to return something because you changed your mind, found a better price, ordered the wrong item or no longer need it. Email us at { site.email } with your order number first, and we will send you the return address.

Two things to know before you decide. You pay to send the goods back, using a tracked service, to the warehouse your order shipped from. And a $39 packing and handling fee per order is not refunded, because that cost was already spent getting the order to you.

Goods have to come back unused and in resaleable condition, in their original packaging.

Faulty, damaged or incorrect items

This is separate, it is stronger, and nothing above touches it.

If your order arrives faulty, damaged, not as described or simply not what you ordered, contact us and we will put it right at no cost to you. Under the Consumer Guarantees Act 1993 goods must be of acceptable quality, fit for their purpose and match their description. You can ask for a repair, a replacement or a refund, and we pay the return postage.

That right is not limited to a number of days. It runs for as long as the goods should reasonably have lasted, given what they are and what you paid.

The Fair Trading Act 1986 also applies to anything we say about a product. If a description here is misleading, tell us.

Damaged in transit

If a parcel arrives damaged or goes missing on the way, email us with your order number and, if you can, a photograph of the packaging and the item. We take responsibility for the return postage in that case and we will arrange a replacement or a refund. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of your rights.

Cancelling before it ships

Any order can be cancelled up until it ships. Most orders leave within 24 to 48 hours of the order being placed, so contact us within 12 hours if you can.

A 12.5 per cent service and processing fee applies to a cancellation. Once packing and shipping have started the order can no longer be cancelled, and the change of mind policy above is what applies instead.

Ordering the right number of metres

Nothing we sell is cut to your measurement. The metal ranges ship as interlocking sections of roughly a metre and the plastic is sold by the metre, so if your run stops part way through a section you trim it yourself: garden shears do the plastic and a hand saw does the stainless.

That means the 15 day policy covers the edging just as it covers the tools, the accessories, the spare pegs and the per piece bed borders.

If you are not sure how many metres a curved bed needs, ask before you order. Email us at { site.email } and we will work it out with you. We would much rather answer a question than have you order the wrong amount.

How a refund is paid

We process refunds 24 to 48 hours after the returned goods reach us. Payment providers usually take a few further working days to show the money back on your statement. Refunds go back to the payment method you used, or can be held as credit against a future order if you would rather.

If something goes wrong

If you are unhappy with how we have handled a return, see our complaints handling policy. Nothing on this page limits your rights under the Consumer Guarantees Act 1993.