Alert Level 2: We can now have customers in the shop, please wear a face mask, sign in and keep 2 metres away from other customers. We can also courier orders anywhere in NZ. Trudy & Kareen

Return & Refund Policy

Faulty goods

If you receive a faulty or incorrect product, please email us at or if you are able to visit us in our store please bring the item in to us. Please quote your order number and, if possible, provide photographs of the fault(s). We will take the necessary steps to assess your claim and will contact you to advise of the outcome within a reasonable time frame. Once your claim has been assessed we will advise the steps for remediation. If we are unable to replace the item within a reasonable period of time, we will offer a refund. Refunds will normally be processed within ten (10) days.

When faulty items need to be returned to SoulyNZ, the purchaser will be responsible for arranging shipping and for the cost of shipping to return the item, unless agreed otherwise with SoulyNZ.


Change of mind

We cannot accept returns if you change your mind after purchase.



We will meet our obligations under the Consumer Guarantees Act 1993 for products purchased for personal or household use, which include:

- Acceptable quality:

  • fit for their normal purposes
  • acceptable in finish and appearance
  • free from minor defects
  • safe
  • durable.