Refund policy

At How I Care NZ, we want you to feel confident and supported when shopping with us. We carefully check and package all products before dispatch, but we understand that sometimes an item may not be quite right. To ensure a fair and consistent experience for all customers, the following policy applies to all purchases made through our website.

Exchanges Within 7 Days

We offer exchanges within 7 days of receiving your order. Exchanges are available for:

  • incorrect size

  • incorrect colour

  • a different product of equal or greater value (with payment of the difference)

To request an exchange, please email us at admin@howicare.co.nz with:

  • your full name

  • order number

  • the item you wish to exchange

  • the replacement item you would like

Items sent back for exchange must be in unused, original condition, including all packaging, labels, and included components. Items that show signs of wear, damage, or missing parts may not be eligible.

Refunds for Defective Products Only

Refunds are available only for products that are defective or arrive with a manufacturing fault. A defect refers to an issue that prevents the item from functioning or performing as intended.

If you believe your product is defective, please contact us within 7 days of receiving your order. Email admin@howicare.co.nz with:

  • your full name

  • order number

  • a description of the defect

  • clear photos or videos showing the issue

Condition of Returned Items

For both exchanges and defective-item returns, products must be returned in their original condition and packaging. Items that have been used, damaged after delivery, or altered in any way may not qualify.

Assessment & Resolution

Once your request is received, our team will review the details and assess the product in line with the Consumer Guarantees Act 1993. If the item is confirmed to be defective, we will provide a refund or another appropriate remedy depending on the nature of the fault.

We appreciate your cooperation and understanding as we work to ensure every customer receives products that meet our quality standards.