Refund policy

Quiet Chaos

Returns & Exchanges Policy

Effective Date: 25/06/2026

We want you to be stoked with your purchase. This policy outlines your options if something isn’t right, and confirms your rights under the New Zealand Consumer Guarantees Act 1993 (CGA).


1. Your Rights Under the Consumer Guarantees Act 1993

The Consumer Guarantees Act gives you important rights that cannot be excluded or limited by our policy. Under the CGA, all goods we sell must be:

  • Of acceptable quality — safe, durable, free from defects, and of acceptable appearance
  • Fit for their intended purpose
  • Match their description

Where goods fail to meet a consumer guarantee, your remedy will depend on whether the failure is minor or major.

Minor failure:

We will repair the item within a reasonable time. If we cannot repair it, we will replace or refund it.

Major failure:

You may choose to return the item for a full refund, or keep it and seek compensation for the reduction in value. A failure is major if it would have stopped you from buying the item had you known about it, the item is substantially unfit for its purpose and cannot be fixed within a reasonable time, the item is unsafe, or it fails to meet a specific purpose you told us about.

These rights apply regardless of whether the item was purchased at full price or on sale, and there is no set time limit — the timeframe is what is reasonable given the nature of the product.


2. Faulty or Defective Items

If your item is faulty or defective, please contact us as soon as possible. We will assess the item and provide the appropriate remedy under the CGA — repair, replacement, or refund.

To have a fault assessed, items must be returned to us. Please do not dispose of or alter a faulty item before contacting us.

What we need from you:

  • Your proof of purchase (receipt or order confirmation)
  • A description of the fault
  • Photos of the issue, where possible
  • The item returned to us for assessment

We will cover reasonable return shipping costs for items that are confirmed faulty.

Please note: general wear and tear, damage caused by misuse or improper care, or faults that arise from alterations you have made to the item are not covered under the CGA.


3. Wrong Size — Exchange

If you ordered the wrong size, we are happy to exchange it for the correct size within 7 days of receiving your order, subject to stock availability.

Conditions:

  • The item must be returned within 7 days of the delivery or purchase date
  • The item must be unworn, unwashed, and in original condition
  • All original tags must be attached
  • Item must be in its original packaging where applicable

You are responsible for return shipping costs for size exchanges. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

If the correct size is not available, we will offer a store credit or refund.


4. Change of Mind Returns

We accept change of mind returns within 7 days of receiving your order. Please note this is a goodwill policy and is not required under the CGA.

Conditions:

  • Return must be initiated within 7 days of delivery or purchase date
  • Item must be unworn, unwashed, and in original condition
  • All original tags must be attached
  • Item must be in its original packaging where applicable
  • Item must not be a sale or discounted item (see Section 5)

Change of mind returns will be issued as a store credit only. Store credits do not expire and can be used on any future purchase.

You are responsible for return shipping costs. We recommend using a tracked service.


5. Sale & Discounted Items

Items purchased on sale or at a discounted price are not eligible for change of mind returns or exchanges. Your rights under the CGA still apply in full for faulty or defective sale items.


6. Items Damaged in Transit

If your order arrives damaged due to shipping, please contact us within 48 hours of delivery with:

  • Your order number
  • Photos of the damaged item and packaging

We will arrange a replacement or refund and cover all associated costs. You do not need to return damaged-in-transit items before we resolve the issue.


7. Personalised or Custom Orders

Items that have been personalised or made to order (such as custom embroidery or printing) cannot be returned or exchanged unless they are faulty. Your CGA rights remain unaffected.


8. How to Make a Return

To initiate a return or exchange, please contact us before sending anything back:

  • Email: lester@quietchaos.co.nz
  • Include your order number and reason for return
  • Wait for confirmation and return instructions before sending your item

We recommend returning items using a tracked courier. Quiet Chaos is not responsible for items lost or damaged in return transit.

Once we receive and assess your returned item, we will process your repair, replacement, refund, or store credit within 5 business days.


9. Disputes & Further Assistance

If you are not satisfied with how we have handled your return, you can contact the following organisations for independent assistance:

  • Consumer Protection — consumerprotection.govt.nz
  • Disputes Tribunal — disputestribunal.govt.nz
  • Commerce Commission — comcom.govt.nz


This policy does not limit or replace your rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable New Zealand legislation.

Quiet Chaos | lester@quietchaos.co.nz | Last updated: 25/06/2026