At Volans, we aim to provide a great shopping experience. This policy explains your options if you need to return or exchange an item.

1. Order Cancellation Policy

  • You may cancel your order before it has been dispatched.
  • To cancel, please contact us as soon as possible via email at [email protected] or through our website chat.
  • Once an order has been dispatched, it cannot be cancelled and falls under our Returns Policy.
  • Refunds for cancelled orders (before dispatch) will be processed within 3–5 business days.

2. Change of Mind Returns

We voluntarily accept returns for change of mind. This is not a legal requirement under New Zealand law.

  • You must contact us within 30 days of receiving the item.
  • The item must be in its original, unused, re-saleable condition, with all packaging, tags, and accessories intact.
  • You are responsible for the cost and risk of returning the item (we recommend using tracked shipping).
  • We are not responsible for packages lost in transit — you should claim this with the courier.
  • Restocking fee: We will apply a discretionary 5% restocking fee, or you can choose a full refund as store credit.
  • Original postage / shipping fees are non-refundable.
  • Refunds (or store credit) will be issued within 3–8 business days after we receive and inspect the item.

We do not accept change of mind returns on opened hygiene items, personalised/custom products, or clearance/sale items (unless faulty).

3. Faulty Goods & Warranty Claims (Consumer Guarantees Act)

All products sold by Volans come with the automatic guarantees provided by New Zealand’s Consumer Guarantees Act 1993.

If a product is faulty:

  • Contact us as soon as possible.
  • We will cover return postage. We can send you a pre-paid return label by email (which you can print at home). This option usually speeds up the return process by 2–3 business days.
  • Alternatively, we can arrange other options if you prefer.
  • Please let us know your preference when requesting the return.

Process for Faulty Items / Warranty:

  1. Email [email protected] with your order number, photos of the issue, and details.
  2. Wait for our approval and RMA number before sending anything.
  3. We will assess the claim (usually within 1–3 business days).

Note: If we determine the item is not faulty, we may charge reasonable return shipping costs.

Main Differences Between Change of Mind vs Warranty/Faulty Claims

Aspect Change of Mind Faulty / Warranty (CGA)
Legal Requirement Voluntary Required by law
Time Limit Strict 30 days Reasonable period
Return Postage Customer pays Paid by us (emailed printable label available)
Restocking Fee Discretionary 5% or full store credit None if genuinely faulty
Condition of Item Must be unused & re-saleable Can be used

How to Request a Return or Warranty Claim

Email [email protected] with the following information:

  1. Full Name on Order
  2. Email Address
  3. Order/Invoice Number
  4. Purchase Date
  5. Product Name & Reason for Return
  6. Preferred Resolution (refund / exchange / store credit)
  7. Return label preference: Do you want us to email you a printable pre-paid return label?
  8. Photos of the item/issue
  9. For warranty claims: What troubleshooting have you tried?

Important: Do not send the item until you receive an RMA number and return instructions.