Return & Refund Policy
Please note: we do not offer free returns. Return shipping costs are the responsibility of the customer.
Can I Return My Order?
Yes! If you are not satisfied with your purchase, you may return it within 30 days of receipt, provided the following conditions are met:
- The item is returned with all its original parts, components and packaging, in the same condition as received.
- The product shows only normal handling — damage caused by careless use is not eligible for return.
- Products where hygiene is a factor must be thoroughly cleaned before being returned.
- Any defect was identified immediately upon receipt.
Returns are processed within 7 working days. If all conditions are met, your return will be officially acknowledged within this period.
We reserve the right to refuse returned items if we have reason to believe they have been used or damaged by the customer.
How Do I Return My Order?
To initiate a return, please send an email to support@lara-wellington.nz including the following information:
- Order number
- Reason for the return
- Photo of the product (required in case of damage)
- Your full name and delivery address
Once we receive your request, we will provide you with the return address. Please do not send your return to the sender — we will supply the correct address after your request has been submitted.
All returns are sent to our central warehouse in Asia. Return shipping costs are the responsibility of the customer.
Cancellations
We are unable to accept cancellations once an order has been confirmed. As our system is fully automated, orders are processed immediately upon placement and the shipping process cannot be interrupted.
If you no longer wish to keep an item, please wait for it to be delivered and follow our returns process. The item must be returned in its original condition and packaging to be eligible for a refund.
As our goods are shipped from Asia, transit times may be longer than usual and are outside of our control. If your order is already on its way, cancellation is not possible. You are welcome to notify us in advance of your intention to return, and we ask that you send us a shipping confirmation to help speed up the process.
Right of Withdrawal
You have the right to withdraw from your order within 14 days of receiving your goods, in accordance with consumer protection regulations. To exercise this right, please contact us at support@lara-wellington.nz with a clear declaration of your decision to withdraw.
Upon receipt of the returned goods, we will refund all payments received, excluding delivery costs, within 14 days. The refund will be issued using the same payment method used for the original purchase.
Damaged or Defective Items
If your item arrives damaged or has a manufacturing defect, we do not offer refunds. Instead, we will send you a free replacement at no additional cost.
To request a replacement, please contact us at support@lara-wellington.nz within a reasonable timeframe and provide proof of the damage or defect (photos or videos). Once verified, your replacement will be shipped as quickly as possible.
If you have any questions about our returns or cancellation process, please don't hesitate to reach out to our team at support@lara-wellington.nz. We're here to help.
