Refund policy

Returns & Refunds Policy

Last updated: 09.17.2025

Thank you for shopping with Backlanz®. We hope you love your purchase. However, if something isn’t right, we’re here to help.

You have 30 days from the date you receive your order to request a return.
To be eligible for a return, your items must:
1. Be unused, in the same condition as you received them.
2. In the original packaging, with all tags, accessories, manuals, etc.
To initiate a return, please contact us at support@backlanz.co.nz with your order number and reason for return. We’ll provide instructions on how to send your items back.
You are responsible for the cost of return postage, unless the product is defective or the wrong item was sent.

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
If your return is approved, we will process your refund to your original payment method.
Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Shipping costs are non-refundable, unless the item was defective, damaged in transit, or a mistake was made on our part.

We do not offer direct exchanges. If you need a different size, color or variant, please return the original item and place a new order.
If an item is incorrect or damaged, we’ll arrange for the correct item to be sent to you free of charge.

If you receive a product that is defective or damaged, contact us immediately at support@backlanz.co.nz, including images or other evidence.
We may ask you to return the item or part of it before issuing a refund or sending a replacement.

Some items cannot be returned. These may include (but are not limited to):

Return items must be sent to the address we provide after you contact customer service.
We recommend using tracked postage or courier to ensure your package is delivered safely. Backlanz® is not responsible for items lost in transit during return.