Refund & Returns Policy

Last updated: 25 September 2026

At Bronze Loja, we want you to be happy with your purchase. This policy explains our returns and refunds process for orders delivered within New Zealand.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under applicable New Zealand consumer law, including the Consumer Guarantees Act 1993.

1. Change-of-Mind Returns

We accept eligible change-of-mind returns within 30 days of receiving your order.

To be eligible for a change-of-mind return, the item must:

• Be unused and unworn.

• Be in its original condition.

• Have all original tags and labels attached, where applicable.

• Be returned in its original packaging where reasonably possible.

• Not have been damaged, altered or used in a way that reduces its condition or value.

• Be accompanied by proof of purchase.

Change-of-mind returns are subject to the conditions above.

Please note that New Zealand consumer law does not generally require a business to accept a return simply because a customer has changed their mind. Our 30-day change-of-mind return policy is an additional policy offered by Bronze Loja.

2. How to Request a Return

To request a return, please contact us at:

[INSERT CUSTOMER SUPPORT EMAIL]

Please include:

• Your order number.

• The name used for the order.

• The item(s) you wish to return.

• The reason for the return.

• Photos of the product where relevant.

Please do not send an item back before contacting us and receiving return instructions.

Returns sent without prior approval may be delayed or may not be processed correctly.

If your return is approved, we will provide instructions regarding where and how to return your item.

3. Return Shipping Costs

For an eligible change-of-mind return, the customer is responsible for the cost of returning the item to us.

If the item is faulty, damaged, incorrect, or otherwise does not comply with applicable consumer guarantees, we will assess the issue and provide the appropriate remedy in accordance with New Zealand consumer law.

Where applicable, reasonable return or delivery costs associated with a valid consumer guarantee claim may be covered or reimbursed.

4. Faulty, Damaged or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

Contact us if:

• Your product arrives damaged.

• Your product is faulty or defective.

• You received the wrong product.

• The product does not match its description.

• The product does not meet applicable consumer guarantees.

Please contact us at [INSERT CUSTOMER SUPPORT EMAIL] and provide your order number and, where possible, photographs showing the issue.

Depending on the circumstances and your rights under New Zealand law, we may provide a repair, replacement or refund.

For products covered by the Consumer Guarantees Act, eligible remedies must be provided in accordance with that law.

5. Products Damaged During Delivery

If your product arrives damaged during delivery, please contact us as soon as reasonably possible.

Please provide:

• Your order number.

• Photographs of the damaged product.

• Photographs of the packaging, where available.

• A description of the damage.

We will assess the issue and work with the relevant carrier or fulfilment provider where necessary.

Where the issue is covered by applicable consumer guarantees, your legal rights remain unaffected.

6. Items That Are Not Eligible for Change-of-Mind Returns

Change-of-mind returns may not be accepted where an item:

• Has been used or worn.

• Has been damaged after delivery.

• Has been altered or modified.

• Is missing tags or other components where these are required for resale.

• Is returned in a condition that is materially different from the condition in which it was received.

This does not limit any rights you may have under New Zealand consumer law in relation to faulty or non-compliant products.

7. Restocking Fees

We do not charge restocking fees.

8. Refunds

Once your returned item has been received and inspected, we will notify you whether the return has been approved.

If an eligible refund is approved, the refund will generally be issued to the original payment method.

We will process approved refunds as soon as reasonably practicable.

The time it takes for the refunded amount to appear in your account may depend on your bank, card issuer or payment provider.

9. Exchanges

If you received an incorrect or faulty item, please contact us before sending it back.

Where appropriate, we may offer a replacement in accordance with your rights under applicable New Zealand consumer law.

For change-of-mind purchases, exchanges are subject to our approval and the availability of the requested product.

10. Consumer Guarantees Act

Bronze Loja respects the rights provided to consumers under the New Zealand Consumer Guarantees Act 1993.

Products sold to New Zealand consumers are subject to legal guarantees, including requirements relating to acceptable quality, fitness for purpose, description and delivery.

If a product does not meet an applicable guarantee, you may be entitled to a remedy such as a repair, replacement or refund, depending on the circumstances and seriousness of the problem.

Our change-of-mind return conditions do not apply to or override your statutory rights.

11. Proof of Purchase

We may request reasonable proof of purchase, such as:

• Your order number.

• Order confirmation email.

• Receipt.

• Other reasonable evidence of purchase.

12. Contact Us

If you have any questions about returns or refunds, please contact:

Bronze Loja

Email: [INSERT CUSTOMER SUPPORT EMAIL]

Website: https://bronzeloja.myshopify.com

Please include your order number when contacting us about an existing order.