Returns

At Suli & Co., we strive to ensure you're happy with your purchase, but we understand that returns may be necessary. Our policy adheres to New Zealand's Consumer Guarantees Act (CGA) and Fair Trading Act, ensuring your rights are protected. Please read the details below carefully before proceeding with a return.

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General Returns Policy

• Non-Faulty Returns:

  • For any change of mind, incorrect size, or mistake in ordering, you have 30 days from the date of receipt to request a return.

  • Customers are responsible for return shipping costs, which are non-refundable.

  • Returned items will be issued a store credit once the item has been received and inspected. This credit is valid for 6 months from the date of issue.

  • No returns on sale or discounted items, except in cases of a fault covered under the CGA.

  • Items must be returned in their original, unworn condition with all tags and packaging intact.

• Incorrect Size or Order Error:

  • If you've received an item that was ordered incorrectly (e.g., wrong size), you may return it following the non-faulty returns policy, covering the cost of shipping yourself.

  • Upon receipt and inspection of the item followed by approval of the return, store credit will be issued.

• Faulty Items:

  • If the product is faulty or does not meet the guarantees under the CGA (e.g., faulty workmanship or materials), you may be entitled to:

    • Repair (where possible),

    • Replacement, or

    • A refund or store credit.

  • Suli & Co. will cover return shipping for faulty items.

  • Proof of purchase (order number, receipt, or invoice) must be provided.

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Process for Returning Items

To initiate a return, please follow one of these methods:

1. Submit a Return Request Form: Use the 'Request a Return' form available at the bottom of this webpage.

2. Email Us: Contact us at hello@suliandco.com with your order number, reason for return, and whether you’re requesting a refund, store credit, or exchange.

We may request additional information or documentation (such as photos of the product) to assist with processing your return and assessing any fault.

Once we receive your return request, we'll provide you with instructions on how and where to send your return. After we receive the returned item, it will undergo inspection to confirm it meets our returns criteria. Please allow up to 7 business days for the inspection and processing of your return.

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Non-Faulty Returns After Inspection

If an item returned as faulty is deemed non-faulty upon inspection:

• You will be informed of our findings and given a detailed explanation.

• Return Shipping:

  • If you would like the item returned to you, you will need to cover the cost of shipping.

  • If you do not wish for the item to be returned, we will retain the product, and no refund or store credit will be issued.

• As a goodwill gesture, we may offer a store credit (excluding original shipping costs), valid for 6 months.

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Sale Items

• Sale or discounted items are final sale and non-returnable unless the product is faulty and does not meet the guarantees under the CGA.

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Proof of Purchase

For all returns, exchanges, or refunds, proof of purchase is required. This includes the order confirmation, invoice, or receipt. Without this documentation, we cannot process your return.

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Additional Information Requests

To ensure compliance with New Zealand consumer laws and to process returns effectively, we may request additional information such as:

• Proof of the fault (e.g., photos, descriptions),

• Further documentation confirming the purchase date and condition of the item. This helps us properly evaluate whether your return meets the requirements under the CGA or if it falls under our non-faulty returns policy.

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Contact Us

If you have any questions or need help with your return, please reach out to us at hello@suliandco.com. We are here to help you through the process.