Refund policy

For Instock Goods Return or Refund Policy::

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@lotts.co.nz. Please note that returns will need to be sent to the following address: 3 Deele close, Pinehill, Auckland 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@lotts.co.nz

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items，custom-made order or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

New Zealand 7 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the delivery address, you have the right to cancel or return your order within 7 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@lotts.co.nz.

 

For Pre- order or Custom Made Goods Return or Refund Policy:

Items may be returned for any reason within 7 days of receipt. You may choose to pay a 20% restocking fee and receive an 80% refund or a 100% in-store credit. Returns must be notified within 7 days and must be in the original packaging, new and unused, with all accessories. Failure to do so may affect refund eligibility.

Preorder Policy
For preorder items, the estimated delivery time is 7–10 weeks. Please note that preorder items are made-to-order or reserved in advance, and therefore require additional time for production and logistics.
If you wish to cancel a preorder after placing it, a 15% cancellation fee will apply. This is because preorder items—especially large furniture pieces—often involve labor-intensive handling and costly logistics processes. We appreciate your understanding regarding this policy.

Return Process and Conditions

1. Return Notification:
Notify the seller of your return by email within 7 days of receipt and receive a return number.

2. Item Condition:
Returned items must be in new, unused condition.

3. Original Packaging Requirements:
Items must be repackaged in their original packaging or materials of equivalent quality, ensuring they are complete and suitable for resale.

4. Packaging and Labels:
All labels must be intact and not removed, and the item must include all instructions or assembly tools.

5. Packaging Damage:
If the original packaging has been discarded, damaged, or cannot be restored, you are responsible for replacing it with the same or similar materials. Refunds will not be issued for damage in transit due to improper packaging.
Refund Options and Restocking Fees
Refund Options:
You can choose one of the following options within 7 days of receiving your item:
In-store Credit: Receive a 100% in-store credit, valid for 12 months.
Refund: Receive an 80% refund of the purchase price, subject to a 20% restocking fee.
Restocking Fee Explanation:
The 20% restocking fee reflects the low markup on this item and the complexity of processing returns for large items.
Inspection and Refunds
Product Inspection: All returned items will be inspected to confirm compliance with the above requirements. This process may take up to 3 days.
Refund Timeframe: Once the item has been inspected and approved, you will receive an 80% refund within 5 business days.
Important Notice:
Delivery Fees Are Non-Refundable: The original delivery fee is non-refundable.
Choose carefully: Given the difficulty in processing returns for large items, please choose your refund method carefully and read and understand all terms and conditions carefully.