Refund policy

NEED TO RETURN SOMETHING?
If something’s not right, send us a quick message at  support@shelterinplace.co.nz with your order number, a photo and a brief description of the issue. We’ll figure out the best way to help.

We accept returns up to 30 days after delivery. As long as the item is unused and unopened, and in its original condition, we’ll refund the full amount minus shipping costs. We handle returns on a case-by-case basis but always aim to make things right. If we sent the wrong item or it’s faulty, we’ll cover those shipping costs. We do not cover 'change of mind' situations. 

HOW TO RETURN AN ITEM:
Make sure the item is well-packaged and clearly addressed. We can’t refund or exchange products that arrive damaged or go missing during shipping. Refunds will be processed back to your original payment method and may take up to 5 working days to show up in your account.

WANT TO CANCEL AN ORDER?
We might not be able to change your order once it’s placed, but get in touch at support@shelterinplace.co.nz and we’ll do our best to help. If your order has already been packed or shipped, we won’t be able to update your details or payment method, but you can still return unopened items for a refund.

FAULTY OR DAMAGED PRODUCTS?
We stand by our products. If something’s faulty, and it’s within 30 days of delivery, get in touch with us at support@shelterinplace.co.nz and we'll see what we can do. 

GOT THE WRONG ITEM?
We try our best but mistakes can happen. Drop us a line at support@shelterinplace.co.nz and we’ll get the correct item to you or find a way to make it right.