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Returns and Exchanges

What's your refund policy?

Please choose carefully, as we do not refund if you change your mind or if you made a mistake when ordering from the website.

For products purchased in our retail stores we are happy to exchange products within 14 days of purchase, providing the goods are in resaleable condition and you have proof of purchase.
For products purchased from our website we are happy to exchange your goods within 28 days with proof of purchase, providing the goods are in re-saleable condition.

If you exchange a product that was purchased on special for a different product, you will have to pay the full retail price, not the special price if the promotion has ended.

If the product returned is faulty, we will meet our obligation to provide a remedy under the “Consumer Guarantees Act”.
When a customer is purchasing a gift, a Whitcoulls Gift Exchange receipt can be provided. This is valid for 2 months from the date of purchase. If you don’t wish to exchange a returned item, we will refund the original purchase price excluding freight charges, onto a Whitcoulls Gift Card.

If the product being returned is faulty, and the Consumer Guarantee Act applies, Whitcoulls will meet our obligation to provide a remedy under The Consumer Guarantees Act.

DVDs, electronic games & eReaders cannot be returned unless faulty or defective.

Where can I exchange an item?

You can either return an item for exchange at any of our stores or if purchased from our website you may also send it to the Webstore Returns Centre for processing. Please ensure you have your till receipt or online Despatch Record with you if you take your item to a store. If returning a website order to our Returns Processing Centre, please include a copy of your Despatch Record.

Please note that the return for exchange is at your cost. We do not refund any freight portion charged if the products are subsequently returned or exchanged. We will refund the freight portion charged, if the returned product was received damaged.

Returns Address for Website Orders :

Whitcoulls Webstore Returns,

Private Bag 92098,

Victoria St West,

Auckland 1142