Refund and Returns Policy

Effective Date: 2025/06/06

At BCool, we want you to be completely satisfied with your purchase. If you’re not, we’re here to help. This policy outlines your rights and our obligations under New Zealand consumer law, as well as our store’s additional return guidelines.

1. Your Rights Under NZ Law

Under the Consumer Guarantees Act 1993 (CGA), you are entitled to a repair, replacement, or refund if a product is faulty, not fit for purpose, or doesn’t match its description. These rights apply automatically and cannot be excluded.

Please note: Change-of-mind returns or exchanges (e.g., wrong size or colour) are not required by law. However, we’ll do our best to help where possible — see details below.

2. 30-Day Return Window

We accept returns for most items within 30 days of the purchase date. After 30 days, unfortunately we can’t offer a refund or exchange unless the item is faulty or otherwise covered under the CGA.

3. Eligibility for Return

To be eligible for a return:

Your item must be unused and in the same condition that you received it.
It must be in the original packaging.
You must provide a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

4. Items Not Eligible for Return

We cannot accept returns on the following (unless faulty or not as described):

Gift cards
Downloadable software products
Health, personal care, or sanitary items (due to hygiene)
Perishable goods (e.g. food, flowers)
Hazardous materials, flammable liquids, or gases
Sale items (unless faulty)

5. Partial Refunds

Partial refunds may be granted for:

Books or printed materials with visible signs of use
Opened media (CDs, DVDs, vinyl, etc.)
Items that are damaged or missing parts not due to our error
Items returned more than 30 days after delivery (subject to discretion)

6. Refund Process

Once your return is received and inspected, we’ll notify you via email:

If approved, your refund will be processed to your original method of payment within 5–10 business days.
If declined, we’ll explain the reason and return the item to you at your cost.

7. Late or Missing Refunds

If you haven’t received your refund:

Check your bank or card account again.
Contact your credit card provider – it may take time to process.
Contact your bank – there is often a processing delay.

If you’ve done this and still have not received your refund, contact us at orders@bcool.nz.

8. Exchanges

We only replace items if they are defective, damaged, or incorrect due to our error.

Please note: We do not offer exchanges for incorrect sizes, so please consult our sizing guide before purchasing.

If your item qualifies for an exchange, email orders@bcool.nz with your order details and photos (if applicable).

9. Gifts

If the item was marked as a gift at checkout and sent directly to you, you’ll receive a gift credit for the return value. Once we receive the item, a gift voucher will be emailed to you.

If the gift giver had the order sent to themselves to give later, the refund will go to them.

10. Shipping Returns

You are responsible for return shipping costs unless the item is faulty or incorrect. Shipping charges are non-refundable.

To return an item, please email us at orders@bcool.nz for return instructions and address.

We recommend using a tracked courier service or purchasing shipping insurance for expensive items. We are not responsible for returns lost in transit.

Need Help?

For questions about refunds, exchanges, or anything else, contact us:

📧 orders@bcool.nz
🌐 https://bcool.nz