The Future is Equal

Oxfam Aotearoa Returns Policy

The Consumer Guarantees Act and Fair Trading Act provide the foundations for Oxfam’s Returns Policy. We go above and beyond the expectation of these two statutory laws. Even if you change your mind Oxfam provides a two week change of mind returns with proof of purchase. For a product to be returned under our policy, that product must be in a resalable condition unless faulty or otherwise defective.

Change of mind exceptions

As a result of copyright laws and hygiene issues a refund or exchange is only available for the following products if the product is defective or incorrect:

  • Food and drinks (coffee, hot chocolate, chocolate)
  • Jewellery (earrings)
  • Gift cards

 NOTE: These products are still guaranteed under the Consumer Guarantees Act.

Consumer Guarantees Act 1993

The Consumer Guarantees Act sets out minimum standards for goods sold by Oxfam. In the event that goods sold are deficient or are faulty, we at Oxfam have the obligation to repair, replace or refund.

Fair Trading Act 1986

The Fair Trading Act is designed to protect the customer from being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.

What next?

Change of mind returns
If your purchase isn’t what was expected simply ensure you meet the returns criteria and follow the necessary steps to return your purchase within 2 weeks of purchase.

Wrong Product Delivered
If you have ordered something online and received the wrong product, we apologise and you are more than welcome to an exchange or refund with free delivery. Please contact us on 0800 600 700 Monday – Friday 9am – 5pm to arrange this.

Faulty Products
Under the Consumer Guarantees Act you are entitled to have your product repaired, replaced or refunded. Simply contact us on 0800 600 700 Monday – Friday 9am – 5pm to arrange this and what option best suits your needs. Note that faulty products do not include normal wear and tear and any damaged caused by accidental or non-accidental damage.

Damaged products
If you suspect your product has been damaged during delivery please do not throw away the parcel or cover in which the product came as the courier company will need to inspect it. Please contact us on 0800 600 700 Monday – Friday 9am – 5pm to arrange this and we will endeavour to send you a replacement as soon as possible.