Refund policy

Last updated: 16 January 2025

This Refund Policy applies to purchases made through the My Goody Bag website (operated by The Goody Bag Company). It should be read alongside our Shipping Policy and Terms of Service.

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993.

 

Change-of-Mind Returns

We offer a 14-day change-of-mind return period, starting from the date you receive your order.

To be eligible for a change-of-mind return:

  • Items must be unused, unworn, and in the same condition as received

  • Items must be returned in their original packaging where reasonably possible

  • Proof of purchase is required

Please note: Change-of-mind returns are not available for personalised items, food items, sale items, or gift cards (see Non-Returnable Items below).

Customers are responsible for return shipping costs for change-of-mind returns.

 

How to Start a Return

To request a return, please contact us at hello@mygoodybag.co.nz within the applicable return period.

Approved returns must be sent to:

The Goody Bag Company
Shed 1, 174 Brookvale Road
Havelock North, Hawke’s Bay 4180
New Zealand

Returns sent without prior approval will not be accepted.

If your return is approved, we will provide instructions on how and where to send your item. Delivery timeframes may vary, particularly for rural returns.

 

Faulty, Damaged or Incorrect Items

Please inspect your order upon delivery and contact us as soon as reasonably possible if your item is faulty, damaged, or incorrect.

Where goods do not meet the guarantees under the Consumer Guarantees Act 1993, we will provide an appropriate remedy, which may include a repair, replacement, or refund.

For faulty, damaged, or incorrect items:

  • Return shipping costs will be covered by us

  • Original packaging is not required where this is unreasonable

 

Personalised & Custom Items

Many of our products are custom-made or personalised, including gift bundles containing personalised cards, name tags, or custom packaging.

Because these items are made specifically for you:

  • Personalised and custom items cannot be returned or exchanged for change of mind

  • This does not affect your rights if the item is faulty, damaged, or not as described

Please ensure all personalisation details are correct at checkout, as we are unable to amend or replace items due to customer-supplied errors.

 

Food & Perishable Items

Some My Goody Bag products contain food or perishable items.

For hygiene and safety reasons:

  • Food and perishable items are not eligible for change-of-mind returns

  • If a food item is damaged, incorrect, or unsafe on arrival, please contact us immediately so we can arrange a suitable remedy

 

Non‑Returnable Items (Change of Mind)

The following items are not eligible for change-of-mind returns:

  • Personalised or custom-made items

  • Food and perishable goods

  • Personal care or beauty products

  • Sale or clearance items

  • Gift cards

This does not limit your rights under the Consumer Guarantees Act 1993.

 

Exchanges

We do not offer direct exchanges.

The fastest way to receive a different item (where eligible) is to return the original item for a refund and place a new order.

Personalised, food, and sale items are not eligible for exchange unless faulty.

 

Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds are issued to the original payment method

  • Refunds are processed within 10 business days of approval

Please allow additional time for your bank or card provider to process the refund.

If more than 10 business days have passed since your refund was approved, please contact us at hello@mygoodybag.co.nz.

 

Contact Us

For all refund or return enquiries, please contact: hello@mygoodybag.co.nz