Return & Refund Policy

We take real pride in the quality of every product we make and pack. If something arrives damaged or isn't right, we want to hear from you — and we'll make it right.

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Returns

We accept returns for items that are damaged or defective. To be eligible for a return:

• Contact us within 14 days of receiving your order
• Items must be unused and in their original condition and packaging
• Email us at info@lavenderbackyard.co.nz to initiate your return

We are unable to accept returns for change of mind, or for items that have been used, altered, or damaged after delivery. Personalised and custom-made items cannot be returned.

Return shipping costs are the responsibility of the customer. Original shipping costs are non-refundable.

Once we receive and inspect your return, we will email you to confirm receipt and let you know whether your refund or exchange has been approved.

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Exchanges

If you received a damaged or defective item and would prefer an exchange, we will arrange a replacement and ship it to you at no additional cost once your return has been approved.

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Refunds

Approved refunds are processed to your original payment method:

• Credit card, PayPal, or bank account — refunds are processed within 1–2 working days of approval
• Afterpay — your scheduled payments will be cancelled and any payments made to date will be refunded within 1–2 working days of us processing the return

If you haven't received your refund after this timeframe, please check your bank account first, then contact your card provider or bank as processing times can vary. If you've done both and still haven't received it, contact us at info@lavenderbackyard.co.nz.

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Gift Orders

If an item was marked as a gift at checkout and shipped directly to the recipient, the recipient will receive store credit to the value of the return once the item is received and approved.

If the order was not marked as a gift, the refund will be issued to the original purchaser.

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Contact Us

Email: info@lavenderbackyard.co.nz
Response time: Within 24 hours on business days

Orders placed on weekends or public holidays are processed on the next business day.