1. Our Refund Commitment
At The Pepi World, we want you to feel confident when shopping with us. If there is a problem with your order, please contact us and we will work with you to find an appropriate solution in accordance with this policy and your rights under New Zealand consumer law.
2. Change-of-Mind Returns
If you change your mind about a purchase, please contact us within 14 days of receiving your order to request a return. To be eligible, the product should generally be unused, in its original condition, and returned with its original packaging, accessories, labels, and other included items. Change-of-mind returns are subject to the conditions in this policy and do not affect any rights you may have for faulty products under New Zealand law.
3. How to Request a Return
Before sending an item back, please contact our customer support team at [Your Support Email]. Include your order number, name, reason for the return, and relevant photographs where appropriate. Please wait for return instructions before sending the product.
4. Return Eligibility
For a change-of-mind return, products should be returned in a condition suitable for resale. We may be unable to accept certain change-of-mind returns where an item has been used, damaged after delivery, is missing parts or packaging, or falls within an excluded category. This does not limit remedies that may apply where goods are faulty or otherwise fail to meet legal consumer guarantees.
5. Faulty, Damaged or Incorrect Products
If you receive an item that is faulty, damaged, or different from what you ordered, please contact us as soon as reasonably possible with your order details and, where helpful, photographs or video showing the issue. We will assess the matter and provide an appropriate remedy where required.
6. Your Rights Under New Zealand Law
Our products are supplied subject to applicable rights under New Zealand's Consumer Guarantees Act 1993 (CGA). Depending on the circumstances and seriousness of a failure, remedies may include repair, replacement, or refund. Nothing in this policy is intended to exclude or restrict rights that cannot lawfully be excluded. Consumer Guarantees Act guidance
7. Items That May Not Be Returnable for Change of Mind
For hygiene and safety reasons, some opened or used baby, personal-care, feeding, or hygiene-related products may not be accepted for a change-of-mind return. Personalised, custom-made, clearance/final-sale, or gift-card purchases may also have specific conditions where permitted by law. These exclusions do not override applicable rights relating to faulty or non-compliant goods.
8. Return Shipping Costs
For approved change-of-mind returns, customers may be responsible for return shipping costs unless we state otherwise. Where a product is faulty or does not meet applicable consumer guarantees, responsibility for return or collection costs will be handled according to applicable New Zealand consumer law and the circumstances of the claim. Returns and refunds guidance
9. Inspection of Returned Items
Once we receive a returned item, we may inspect it to confirm its condition and the reason for return. We will then let you know the outcome of the return request and whether a refund, replacement, repair, or other appropriate remedy will be provided.
10. Refund Processing
When a refund is approved, it will generally be issued to the original payment method used for the purchase. Processing times may vary depending on your bank or payment provider. Any applicable shipping charges will be handled according to the reason for the return and your rights under applicable law.
11. Exchanges & Order Issues
If you would like to exchange an eligible product, contact us before returning it so we can confirm the available options. If you receive the wrong item or there is an issue with your order, please contact us promptly so our team can assist.
12. Contact The Pepi World
For returns, refunds, damaged products, or other order concerns, please contact:
The Pepi World
New Zealand
Email: [Your Support Email]
Return Address: [Your Approved Return Address]