Refund policy
Returns & Refund Policy
Effective Date: 4 July 2026
At RESET, we want you to love your purchase. If something isn't right, we're here to help.
This Returns & Refund Policy complies with the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 of New Zealand.
Your Rights Under New Zealand Consumer Law
Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act.
If a product is:
- Faulty
- Damaged
- Not of acceptable quality
- Not fit for its intended purpose
- Not as described
you are entitled to a repair, replacement or refund as provided under New Zealand law.
Where the fault is major or cannot be remedied within a reasonable time, you may choose a refund or replacement.
Change of Mind Returns
We understand that sometimes you simply change your mind.
We are happy to offer store credit or an exchange under the following conditions:
Items must:
- Be returned within 10 days of receiving your order.
- Be unworn and unused.
- Be in original condition.
- Have all original tags attached.
- Be free from makeup, perfume, deodorant, pet hair, stains or odours.
- Be returned in their original packaging where possible.
Returns that do not meet these conditions may be declined and returned to the customer.
Faulty or Incorrect Items
If you receive an item that is faulty, damaged or incorrect, please contact us within 7 days of receiving your order.
Please include:
- Your order number
- A description of the issue
- Clear photographs showing the fault
Once assessed, we will arrange one of the following:
- Repair
- Replacement
- Refund (where appropriate)
If the item is confirmed to be faulty, we will cover all reasonable return shipping costs.
Items That Cannot Be Returned
For hygiene and safety reasons we cannot accept returns on:
- Gift Cards
- Sale items marked "Final Sale"
- Clearance items marked "No Returns"
unless the item is faulty under the Consumer Guarantees Act.
Sale Items
Sale items may be exchanged or returned for store credit if they meet our return conditions.
Items marked Final Sale, Clearance, or No Returns cannot be returned unless faulty.
Pre-Order Items
Pre-order items are manufactured or sourced specifically for customer orders.
Please choose carefully before purchasing.
Once a pre-order has entered production or has been ordered from our supplier, cancellations or refunds for change of mind cannot be accepted.
If your pre-order item arrives faulty or does not meet the Consumer Guarantees Act, your legal rights remain unaffected.
Shipping Costs
Original shipping charges are non-refundable unless the item is faulty or supplied incorrectly.
Customers are responsible for return shipping costs on change-of-mind returns.
We recommend using a tracked courier service, as we cannot accept responsibility for parcels lost in transit.
Processing Returns
Once your return has been received and inspected, we aim to process your return within 3–5 business days.
Approved refunds will be processed back to your original payment method.
Please allow your bank or payment provider additional processing time.
How to Return an Item
Please contact our customer support team before returning your item email hello@jennyayclarkson.com
Include:
- Full name
- Order number
- Reason for return
- Photos (if applicable)
We will provide return instructions and the appropriate return address.
Please do not send items back without first contacting us.
Contact Us
If you have any questions regarding returns or refunds, please contact us.
Email: hello@jennymayclarkson.com