Refund policy

Change-of-mind returns

We have a 30-day change-of-mind return policy, which means you have 30 days after receiving your item to request a return if you've simply changed your mind.

To be eligible for a change-of-mind return, your item must be in the same condition that you received it, unused, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at hello@divotworks.co. If your return is accepted, we'll send you instructions on how and where to send your package. Returns need to be sent to: 9 Chiltern Crescent, Glen Innes, Auckland 1072, New Zealand. Items sent back to us without first requesting a return will not be accepted.

For change-of-mind returns, customers are responsible for the cost of return shipping. For customers in Australia, this means international return shipping to New Zealand, and we recommend using a tracked service, as we can't process a refund for a return that doesn't reach us. Original shipping costs are not refunded for change-of-mind returns.

All returns are processed within 7 days of receiving the returned item.

Faulty, damaged or incorrect items

Please inspect your order on arrival and contact us at hello@divotworks.co with a photo if your item is defective, damaged in transit, not as described, or if you've received the wrong item — we'll make it right with a repair, replacement or refund, and we'll cover any shipping involved. In most cases we won't need you to post the item back to New Zealand.

Your rights under consumer law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (for customers in Australia) and the Consumer Guarantees Act 1993 (for customers in New Zealand). For Australian customers: you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage; you are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply in addition to our 30-day change-of-mind policy and are not limited by it. The change-of-mind conditions above (unused, original packaging, sale-item exclusions, return shipping at your cost) do not apply to claims for faulty, damaged or incorrectly supplied items.

Exceptions (change-of-mind only)

Certain items can't be returned under our change-of-mind policy: custom products (such as special orders or personalised items), sale items and gift cards. This exception applies to change-of-mind returns only — if a sale or custom item is faulty, your consumer law rights above apply in full. Please get in touch if you have questions about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We'll notify you once we've received and inspected your return and let you know if the refund is approved. If approved, you'll be automatically refunded on your original payment method, in the currency you paid, within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 14 business days have passed since we approved your return, please contact us at hello@divotworks.co.