Refund policy

Last updated: 25 September 2026

If something is wrong with your order, contact support@buyverseplace.com with your order number and a description of the issue.

Faulty, damaged, incorrect or misdescribed items

Your rights under applicable consumer law, including the New Zealand Consumer Guarantees Act 1993 where it applies, are separate from our change-of-mind policy. Depending on the circumstances, you may be entitled to a repair, replacement or refund.

Please report problems promptly and include photos of the item and packaging where available. We ask that visible delivery damage or an incorrect item be reported within 48 hours where possible, but this request is not a deadline that removes statutory rights. Original packaging, an unused condition and the seven-day change-of-mind window are not blanket requirements for a valid faulty-goods claim.

Contact us before sending an item back so we can provide appropriate return instructions. Where a return concerns a valid defective or incorrect-item claim, we will arrange or reimburse reasonable return-delivery costs as required by law.

Change-of-mind returns

For eligible change-of-mind returns, contact us within seven days of delivery. Items must be unused, unworn and unwashed, with original tags and packaging intact. Provide your order number or other proof of purchase.

Our change-of-mind offer excludes sale or discounted items, gift cards, innerwear, accessories and items marked final sale. These exclusions do not apply to any remedy required by law. Damage caused by misuse or washing contrary to care instructions is not covered by this voluntary offer.

For approved change-of-mind returns, the customer pays return shipping and original shipping charges are not refunded. Contact support for the return address before posting an item.

Exchanges

We do not offer a separate change-of-mind exchange service. If we sent the wrong item or size, or the product is defective, contact us so we can assess the issue and the appropriate remedy.

Refund processing

We will review the return or claim and advise you of the outcome. Approved refunds are made to the original payment method. Once processed, refunds may take 5–10 business days to appear, depending on the bank or payment provider.

Consumer rights

Nothing in this policy limits rights or remedies that cannot lawfully be excluded. Contact us through our contact page or email support@buyverseplace.com for help.