Refund policy
RETURNS & REFUNDS
Choose well. We’ll take care of the rest.
At racket, we design garments to be worn, loved and lived in. If something isn’t quite right, we’re here to help.
For all return enquiries, please contact:
customercare@racket.co.nz
ONLINE RETURNS & EXCHANGES
If you are not satisfied with your purchase, please email us within 3 days of receiving your order to request a Return Authority (RA) number.
Returns must be sent back within 14 days of receiving your order.
NZ online returns are shipped at our cost (NZ only) - contact us for a return courier label and how to process.
To be eligible for a return:
- Items must be unworn, unwashed and in original condition
- All tags must be attached
- Original receipt and RA number must be included
We recommend including your preferred size if requesting an exchange so we can secure it for you.
EXCHANGES
We offer exchanges on full-priced items for the same style at the same price, subject to availability.
- Exchanges are shipped at our cost (NZ only)
- If your size is unavailable, a refund will be issued
- If you would like a different item, we recommend placing a new order and returning your original purchase
REFUNDS
Refunds are available for eligible full-price online returns only.
- Refunds are processed to the original payment method
- Original shipping costs are non-refundable
- International duties and taxes are non-refundable
Refunds will only be approved if:
- Full-priced item
- Contact is made within 3 days of delivery
- Items meet all return conditions
CHANGE OF MIND
We accept change of mind returns on full-priced items.
- NZ online returns are shipped at our cost (NZ only) - contact us for a return courier label and how to process.
- Outside NZ Return shipping is at the customer’s cost
- Exchanges may incur shipping charges
- International customers are responsible for any duties and taxes on replacement items
SALE ITEMS & EXCLUSIONS
All sale, discounted and price reduced items are considered as a final sale - no refunds will be given.
We do not accept returns or exchanged on:
- Jewellery
- Perfume
- Beauty or body products
FAULTY ITEMS
If you believe your item is faulty, please contact us as soon as possible.
All products are covered under the Consumer Guarantees Act.
If a fault is confirmed, we will:
- Repair the item, or
- Replace the item, or
- Issue a refund if repair or replacement is not possible
Items may require assessment before a resolution is confirmed.
Damage caused by wear and tear or incorrect care is not considered a fault.
In-Store Returns & Exchanges
Choose well. We design to last - not to return.
If something isn’t quite right, we’re happy to offer an exchange or credit note on full-priced items returned in original condition within 14 days of purchase, with proof of purchase.
Please note:
- Sale items and accessories are final sale
- Items must be unworn with original tags attached
- Refunds are not offered for change of mind
If you believe your garment has a manufacturing fault, we will assess the item in line with the Consumer Guarantees Act.
IMPORTANT INFORMATION
- Returns that do not meet our policy may be declined
- racket is not responsible for items lost in transit - we recommend tracked shipping
- Returns are processed within 7 working days of receiving your item
HOW TO RETURN
Please send your return via tracked post including:
- The item(s)
- Original receipt
- Completed return details
- Your RA number
Return address will be provided once your return is approved.
FINAL NOTES
We design with intention. We ask that purchases are made the same way.
If you need help choosing, sizing or styling before purchasing - reach out. We’re here to make it right from the start.
customercare@racket.co.nz
