Return & Refund policy
At SUNDRA, your satisfaction is our priority. We follow NZ and European consumer regulations to ensure a fair and transparent returns process.
Returns & Refund Policy
Last updated: 01/01/2026
This Returns & Refund Policy applies to purchases made through sundraclothing.com, operated by a company registered in the Netherlands.
1. Important Consumer Rights (New Zealand)
If you are a consumer in New Zealand, you are protected by the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986.
Nothing in this policy limits or excludes your rights under New Zealand consumer law.
2. Faulty, Damaged or Incorrect Items
If your item is:
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Faulty
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Damaged upon arrival
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Not as described
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Incorrectly supplied
You are entitled to a repair, replacement, or refund in accordance with the Consumer Guarantees Act.
What to do:
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Contact us within 7 days of delivery
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Include your order number and clear photos of the issue
Resolution:
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For major faults, you may choose a refund or replacement
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For minor faults, we may offer a repair or replacement first
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Return shipping costs for faulty or incorrect items will be covered by us
3. Change of Mind & Size-Related Returns
We do not offer refunds or exchanges for:
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Change of mind
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Ordering the wrong size
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Preference-related reasons (fit, colour, style)
New Zealand law does not require businesses to accept change-of-mind returns, and we choose not to do so.
We strongly recommend carefully checking:
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Product descriptions
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Size charts
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Measurements provided on each product page
before placing your order.
4. Hygiene & Wearable Items
For hygiene reasons, we cannot accept returns for items that:
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Have been worn, washed, or altered
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Show signs of use
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Have tags removed
This applies even if the item does not fit.
5. Return Conditions (where applicable)
If a return is approved:
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Items must be unused and in original condition
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Items must be returned in original packaging
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Proof of purchase is required
Returns sent without prior approval may not be accepted.
6. Return Shipping Costs
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Faulty or incorrect items: return shipping is covered by us
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All other cases: return shipping costs are the responsibility of the customer
Returned items must be shipped with track & trace. We are not responsible for lost return shipments.
7. Refund Processing
Once your return is received and inspected:
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Approved refunds are processed within 5–10 business days
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Refunds are issued to the original payment method
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Shipping fees are non-refundable, unless the item is faulty
8. International Shipping
Our products are shipped directly from international suppliers.
Delivery times may vary, and customs or import duties may apply depending on your country. These costs are the responsibility of the customer unless stated otherwise.
9. EU Customers (if applicable)
Customers located in the European Union may be entitled to a 14-day cooling-off period in accordance with EU consumer law, unless an exception applies.
This right does not apply to customers outside the EU, including New Zealand.
10. Contact Us
For any questions regarding returns or refunds, please contact us at:
📧 Email: info@sundraclothing.com
🕘 Customer service hours: Monday–Friday, 9:00–17:00 CET