Returns & Refunds

The honest version

We sell intimate products, so our returns policy works a bit differently to a clothing store. But your rights under New Zealand's Consumer Guarantees Act are not negotiable, and nothing on this page takes them away.

If something's faulty — we sort it

If your product arrives damaged, dead on arrival, or fails within a reasonable time, you're covered. Email chewse.co@gmail.com within 30 days with your order number and a description (a photo or short video helps a lot), and we'll arrange a replacement or a refund.

We cover return shipping on faulty items. You will never be out of pocket for a product that didn't work.

These rights come from the Consumer Guarantees Act 1993 and they apply regardless of anything else on this page.

Change of mind — the hygiene rule

For health and hygiene reasons we cannot accept returns on intimate products (toys, lubricants, condoms, lingerie, massage candles) once the packaging has been opened or a seal broken. This is standard across the industry and exists to protect every customer, including you.

Still sealed and unopened? Return it within 14 days of delivery for a refund, less return shipping. It must be in original, unopened, resalable condition.

Games, drinkware and novelty items can be returned unopened within 14 days for any reason.

Wrong item sent

Our mistake, our cost. Email us — we'll get the right thing to you and cover the return of the wrong one.

How to start a return

  1. Email chewse.co@gmail.com with your order number and what's gone wrong.
  2. We'll reply, usually within one business day.
  3. Don't post anything back before you've heard from us, or we may not be able to trace it.

Refunds

Refunds go back to your original payment method within 5–10 business days of approval. Your bank may take a little longer to show it.

Warranty

Rechargeable products carry a manufacturer's warranty. If something fails outside our 30-day window but within a reasonable time for a product of its type and price, you're still likely covered under the Consumer Guarantees Act. Contact us and we'll assess it properly, rather than pointing at a date on a calendar.

Talk to us first

If something's gone wrong, email us before leaving a review. We're a small NZ business and we'd genuinely rather fix it.