RETURN AND REFUND POLICY
Thanks for shopping with Quietly Home. We want you to love your order. Please read this policy before purchasing so you know what to expect.
Your rights under consumer law
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any consumer protection laws that apply where you live, including applicable U.S. federal and state laws. If a product is faulty, not as described, or not fit for purpose, you are entitled to a remedy.
Digital products
Digital products (including downloadable files) are delivered instantly once payment is complete, so they are non-refundable and cannot be returned or exchanged. If a file is faulty, will not download, or is not as described, please contact us and we will fix it, send a replacement file, or offer a refund where required by law.
How our physical products are shipped
Our physical products are shipped directly to you from our trusted suppliers and fulfilment partners, rather than from our own warehouse. This means returns work a little differently, so please do not send any item back without contacting us first. Items sent back without an approved return request may not be accepted or refunded.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty or not what you ordered, please contact us within 14 days of delivery with your order number and clear photos of the item and packaging. We will review your request and arrange a replacement, refund or other appropriate remedy. In many cases we will not need the item back. If a return is needed, we will give you return instructions and cover the return shipping cost.
Change of mind returns
We are happy to consider change of mind returns within 30 days of delivery. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging with any tags attached. Please contact us first to request a return. If approved, we will provide the return address and instructions, which may be our supplier's address. Return shipping costs for change of mind returns are paid by the customer, and original shipping costs are non-refundable.
Items we can't accept for change of mind returns
For hygiene and safety reasons, we cannot accept change of mind returns on personal care items, intimate items, perishable goods, custom or personalised products, sale items, or gift cards. This does not affect your rights if an item is faulty.
Lost or late orders
Delivery times are estimates. If your order has not arrived within a reasonable time of the estimated delivery date, please contact us and we will investigate with the carrier and supplier.
Exchanges
The fastest way to get a different item is to return the one you have and, once the return is accepted, place a new order for the item you want.
Refunds
Once your return is received and inspected, or your claim for a damaged or faulty item is approved, we will let you know whether your refund is approved. Approved refunds are processed to your original payment method within 10 business days. Your bank or card provider may take extra time to post the refund to your account.
Cancellations
Because orders are sent to our suppliers quickly, we may not be able to cancel an order once it has been placed. Please contact us as soon as possible if you need to make a change and we will do our best to help.
Contact us
To start a return or ask a question about this policy, please contact us using the contact details on our website, including your order number.