Refund policy

Returns and Refund Policy

AJF Rotorua

We have a 3-day return policy, which means you have 3 days from the date of delivery to initiate a return claim.

Eligibility for Returns

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.

How to Start a Return

To initiate a return, please contact us at ajfrotorua@gmail.com within 3 days of receiving your order.

Once your return request is approved:

  • We will provide you with a return authorization number and instructions on how to send your item back.
  • A return shipping label will be sent to you.
  • Returns must be sent to:
    64 View Road, Mangakakahi, Rotorua 3015, New Zealand

Important: Items sent back without first requesting a return will not be accepted.

Restocking Fee

A 30% restocking fee will be deducted from your refund for all returned items.

Refunds

Once we receive and inspect your return, we will notify you via email about the approval or rejection of your refund.

If approved:

  • A refund will be issued to your original payment method within 7–14 business days, minus the 30% restocking fee.
  • Please note that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at ajfrotorua@gmail.com.

Damages and Issues

Please inspect your order upon delivery. Contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.

Non-Returnable Items

We do not accept returns for:

  • Perishable goods (e.g., food, flowers, plants)
  • Custom or personalized products
  • Personal care items (e.g., beauty products)
  • Hazardous materials, flammable liquids, or gases
  • Sale items or gift cards

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same one, email us at ajfrotorua@gmail.com.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


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 will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at ajfrotorua@gmail.com.