Refunds & Returns

Updated 7 September 2026. These terms apply to purchases from this website. Nothing here limits your rights under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer law.

15-day change-of-mind returns

You may return a product within 15 days of the original purchase for an exchange or refund under our voluntary returns policy. Contact us first with your order number. The product must be in its original packaging, with a receipt, order confirmation or other proof of purchase from this website.

For a change of mind, the purchaser pays the return delivery cost. We will provide the correct return address; please do not send products to an administration office. Purchases from third-party retailers must be returned to that retailer.

Refund timing

We process refunds within 24 to 48 hours after receiving the returned item. Refunds go to the original payment method, or may be held as credit for a future purchase if you request it. Your payment provider may take additional time to show the refund.

Cancelling an order

Contact us as soon as possible, ideally within 12 hours, if you need to change or cancel your order. Orders can be cancelled before dispatch. Once packing and shipping have started, we may be unable to stop the parcel; the return process applies instead. There is no cancellation processing or packing fee.

Faulty, damaged, incorrect or missing goods

Please contact us promptly if an item arrives damaged, has missing parts, differs from your order or does not arrive. Your statutory rights are separate from the voluntary 15-day policy. Where goods fail a consumer guarantee, the remedy depends on the nature of the failure and may include repair, replacement or refund. Reasonable return costs for faulty goods are covered where required by law.

Start a return or get help

Email theteam@raisedtoiletseat.co.nz with your order number and details. For a case that needs further attention, contact caseresolution@customersupport.care.