Refunds & Returns Policy

We stand behind the craftsmanship and quality of our garments. This policy operates alongside your rights under New Zealand consumer law.

1. Faulty or Incorrect Items

If your item is faulty, damaged, or not as described, you are entitled to a remedy under the Consumer Guarantees Act 1993. For minor faults we will repair, replace or refund. For major faults, you may choose a refund or replacement.

2. Change of Mind (Goodwill Policy)

We offer a 14-day change-of-mind return policy. Items must be unworn, unwashed, and returned with original tags attached. Approved returns will receive store credit or exchange. Return shipping costs are the responsibility of the customer.

3. Non-Returnable Items

For hygiene reasons, underwear, swimwear (if hygiene seal removed), earrings, and final sale items cannot be returned unless faulty.

4. Return Process

Contact us at info@lotomoana.co.nz with your order number and details. Approved refunds will be processed to the original payment method within 5–10 working days.