Returns & Refunds — NEON Packaging New Zealand
We stand behind every product we send out. If something's arrived that isn't quite right, give us a shout and we'll sort it out.
1. What Can Be Returned
Shopping online comes with a certain leap of faith, and we get that. Under the New Zealand Consumer Guarantees Act, you're entitled to a remedy whenever a product doesn't hold up to the standard it should.
If your order arrives in its original condition and packaging, you've got 30 days to return it for a refund or exchange. Just hang onto your receipt or order number, as we'll need that to move things along.
Custom-printed and personalised packaging is a little different. Because these products are made specifically to your brief, we're unable to accept change-of-mind returns. That said, if your order arrives faulty or doesn't match your approved proof, the CGA applies in full, and we'll make it right.
2. When a Refund Isn't on the Table
We try to be upfront about this, so there are no surprises down the track.
If you selected the wrong size or colour at checkout, if the product was damaged through misuse, or if you've simply had a change of heart after your order has already left our warehouse — a refund generally won't apply. The same goes for custom-manufactured goods once production has kicked off, and for situations where you've spotted a cheaper price somewhere else.
None of this is about being difficult. It's just how consumer law works in New Zealand, and we think it's worth being honest about it from the start.
3. Faulty, Damaged, or Incorrect Orders
If something is wrong, we want to know about it.
Get in touch within 7 days of receiving your delivery if you notice any damage, faults, or if what arrived doesn't match what you ordered. Send through your order number, a few clear photos, and a short video of the issue if you can manage it. That gives us everything we need to get moving quickly.
Where a fault is considered substantial, the choice is yours — full refund or replacement. For something more minor, we'll repair, replace, or refund as appropriate, and we'll pick up the tab on return shipping. No hassle, no runaround.
4. Starting a Return
When you're ready to lodge a return, get in touch with the team:
Email: info@neonpackaging.co.nz Phone: +64 1300 531 930
We'll send through a Return Authorisation (RA) number and the correct return address here in New Zealand. For change-of-mind returns, postage back to us is on you. For anything faulty or incorrectly supplied, we cover it.
5. Processing Times
Once you have your order number, please send the item back within 14 days. A tracked courier service is strongly recommended; we aren't able to follow up on parcels that go missing in transit, so it's worth the extra few dollars for peace of mind.
After we receive and inspect your return, approved refunds are processed within 7 to 10 business days, straight back to your original payment method. original shipping costs aren't included in change-of-mind refunds.
6. Cancellations
Changed your mind before your order ships? For standard items, a 10% administration fee may apply to cover the time and handling involved in processing your cancellation.
For custom orders, once we've started production, we're unable to cancel. The materials are ordered and allocated specifically for your job, so unfortunately there's no way to reverse course once things are underway.
7. Your Consumer Rights
Everything in this policy sits within the boundaries of New Zealand law. Your rights under the Consumer Guarantees Act 1993 and the Fair-Trading Act 1986 remain fully intact — nothing here is designed to take anything away from that.
If you ever feel uncertain about where you stand, we'd encourage you to look into your rights. They exist to protect you, and we respect that.
Still Have Questions?
Pop your details into the form on our Contact page and someone from the team will get back to you. happy to talk it through properly if you need us to.
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