Returns & Refunds Policy
Last updated: 26 September 2026
At Evolution Worx NZ, we want you to be happy with your purchase. If there is a problem with your order, please contact us and we will work with you to resolve it.
This Returns & Refunds Policy applies to purchases made through our online store and is intended to operate alongside your rights under the New Zealand Consumer Guarantees Act 1993 (CGA) and Fair Trading Act 1986 (FTA).
1. Your rights under New Zealand consumer law
Nothing in this policy is intended to limit or exclude your rights under New Zealand law.
Under the Consumer Guarantees Act, products supplied by a New Zealand business for personal or household use must meet certain guarantees, including being:
Of acceptable quality
Fit for their normal purpose
Fit for any particular purpose you told us about and we agreed they were suitable for
Consistent with their description
Safe
Durable for a reasonable period, having regard to the circumstances
Delivered within the agreed timeframe or, where no timeframe was agreed, within a reasonable time.
If a product does not meet the guarantees required by the Consumer Guarantees Act, you may be entitled to a repair, replacement or refund, depending on the circumstances and seriousness of the problem.
These legal rights apply regardless of any additional returns policy offered by Evolution Worx NZ.
2. Change-of-mind returns
We are happy to consider change-of-mind returns where the following conditions are met:
You contact us within 14 days of receiving your order.
The item is unworn and unused.
The item has not been washed, altered, damaged or otherwise used.
The original tags and labels remain attached where applicable.
The item is returned in its original condition and packaging where reasonably possible.
You provide proof of purchase.
Change-of-mind returns are not a legal requirement under New Zealand consumer law. We offer this additional return option as a customer service.
Unless the item is faulty or another remedy is required under the Consumer Guarantees Act, the customer is responsible for the reasonable cost of returning a change-of-mind item.
Original shipping costs are generally not refundable for change-of-mind returns.
3. Faulty or damaged products
If your clothing arrives faulty, damaged, defective, or does not match its description, please contact us as soon as reasonably possible.
Please provide:
Your order number
A description of the problem
Photographs showing the issue where appropriate
Any other information reasonably required to assess the problem.
We may ask you to return the item so that we can inspect it.
If the problem is covered by the Consumer Guarantees Act, we will provide the remedy required by law. Depending on the circumstances, this may include a repair, replacement or refund.
Where a genuine CGA claim is accepted, reasonable return costs will be covered or reimbursed as required by law.
4. Incorrect item received
If we have sent you the wrong item, size, colour or product, please contact us as soon as possible.
We will work with you to arrange the appropriate remedy, including replacement or refund where applicable.
We will cover reasonable return shipping costs where the incorrect item was sent due to an error on our part.
5. Items damaged through use
We cannot provide a change-of-mind refund where an item has been damaged through misuse, improper care, accidental damage, modification or failure to follow reasonable care instructions.
This does not affect your rights under the Consumer Guarantees Act where the product itself failed to meet a consumer guarantee.
6. Sale and promotional items
Sale and promotional items may be eligible for our change-of-mind returns policy unless otherwise stated at the time of purchase.
However, sale items are still covered by the Consumer Guarantees Act where applicable.
We will not use a sale or promotional price to remove or restrict your legal rights where a product is faulty, defective, unsafe, misdescribed or otherwise fails to meet the guarantees required by New Zealand law.
7. Clothing that has been worn
For hygiene, resale and quality-control reasons, change-of-mind returns should be unworn, unwashed and in original saleable condition.
If an item has been worn, washed or altered, we may decline a change-of-mind return.
This does not affect your rights where the item is genuinely faulty or otherwise does not comply with the Consumer Guarantees Act.
8. Refunds
Where a refund is approved, we will refund the applicable amount to the original payment method where reasonably practicable.
Refund processing times may vary depending on your payment provider or bank.
Where a refund is required under the Consumer Guarantees Act, we will provide the remedy required by law.
9. Exchanges
If you require a different size or colour because you have changed your mind, please contact us within 14 days of receiving your order.
An exchange may be available subject to stock availability and the conditions in this policy.
If the replacement item is unavailable, we may offer another appropriate solution.
Where an exchange is required because the original product is faulty or otherwise fails to meet the Consumer Guarantees Act, your legal rights will apply.
10. How to request a return
To request a return, please contact us through our website or customer service contact details and provide:
Order number:
Name:
Product being returned:
Reason for return:
Photos, if applicable:
Please wait for return instructions before sending an item back.
We recommend using a tracked delivery service when returning an item, as we cannot be responsible for a parcel that is lost before it reaches us unless otherwise required by law.
11. Return assessment
When we receive a returned product, we may inspect it to determine the reason for the return and whether it is covered by our change-of-mind policy or the Consumer Guarantees Act.
We will not use this inspection process to remove or restrict any rights you have under New Zealand consumer law.
If we determine that a product has a genuine fault covered by the Consumer Guarantees Act, we will provide the appropriate remedy required by law.
12. Consumer Guarantees Act
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Consumer Guarantees Act 1993, where those rights cannot lawfully be excluded or restricted.
The Consumer Guarantees Act provides protections for consumers when products supplied by businesses do not meet required consumer guarantees.
For more information about your rights, visit the New Zealand Consumer Protection website.
13. Fair Trading Act
Evolution Worx NZ aims to ensure that all product descriptions, pricing, promotions and other information provided to customers are accurate and not misleading.
Nothing in this policy is intended to exclude or restrict rights or protections provided by the Fair Trading Act 1986.
14. Contact us
If you have any questions about a return, refund, exchange or faulty product, please contact us through the contact details provided on our website.
We will do our best to resolve any issue promptly and fairly.