Refund & Returns Policy – Formello

At Formello, we want you to be happy with your purchase. This policy explains how we handle returns, refunds, damaged items and other issues for customers in New Zealand and Australia.

Change of Mind Returns

Change-of-mind returns or exchanges are not part of our standard returns policy. This includes situations where you have ordered the wrong item or colour, or decide that you no longer want the product.

This does not affect any rights you may have under applicable consumer law if an item is faulty, damaged, incorrectly supplied, does not match its description, or otherwise fails to meet applicable consumer guarantees.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. If your item arrives damaged, faulty, or you receive the wrong item, contact us at hello@formello.co.nz with your order number and details of the issue. We may also ask for photos so we can assess the problem and resolve it as quickly as possible.

For damage that appears to have occurred during delivery, we recommend contacting us as soon as possible, ideally within 7 days of delivery, so we can also raise the issue with the courier. This timeframe does not limit any rights you may have under applicable consumer law.

Depending on the circumstances and your rights under applicable law, an appropriate remedy may include a repair, replacement, refund or other remedy.

Please do not return an item to us without contacting us first. If a return is required because an item is confirmed to be faulty, damaged or incorrectly supplied, Formello will cover or reimburse reasonable return shipping costs where required.

Seconds and Disclosed Imperfections

Some Formello products may be sold as Seconds or otherwise clearly identified as having a particular cosmetic imperfection or defect.

A fault or imperfection that was clearly disclosed before purchase is not grounds for a remedy in relation to that specific disclosed issue. This does not affect your rights in relation to any other fault or issue with the product.

Refunds

Where a refund is the appropriate remedy, we will process it back to your original payment method once it has been approved.

We generally initiate approved refunds within 1–3 business days. Your bank, card provider or payment service may take additional time to make the funds available in your account.

Where consumer law entitles you to recover shipping or other reasonable costs relating to a faulty, damaged or incorrectly supplied product, those rights are unaffected by this policy.

New Zealand Consumer Rights

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer law.

Products supplied by Formello must meet the consumer guarantees that apply under New Zealand law. If those guarantees are not met, you may be entitled to a repair, replacement, refund or other remedy depending on the nature and seriousness of the issue.

Australian Consumer Rights

Nothing in this policy limits or excludes any rights or remedies available to Australian customers under the Australian Consumer Law.

Australian consumer guarantees apply independently of this policy. If a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the nature and seriousness of the issue.

Contact Us

If you have any questions about a return, refund or problem with your order, contact us at:

Formello Limited
hello@formello.co.nz
Auckland, New Zealand