Refund policy

Returns & Refunds Policy

Last Updated: June 2026

At AUTRA, we want you to be completely satisfied with your purchase. If something isn't right, we're here to help.

Change of Mind Returns

If you've changed your mind about a purchase, you may request a return within 14 days of receiving your order.

To be eligible for a return, items must be:

Unused and in original condition
Returned with all original packaging
Free from damage caused after delivery
Accompanied by proof of purchase

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Faulty or Damaged Products

If your product arrives damaged, is faulty, or does not perform as expected, please contact us as soon as possible.

We may request:

A description of the issue
Photographs of the product
Proof of purchase

Where a product is confirmed to be faulty, AUTRA will provide an appropriate remedy in accordance with the Consumer Guarantees Act 1993, including repair, replacement, or refund where applicable.

Incorrect Items

If you receive the wrong item, please contact us within 7 days of delivery.

We'll arrange for the correct item to be sent and provide instructions for returning the incorrect item at no additional cost to you.

Non-Returnable Items

The following items may not be eligible for return:

Clearance or final sale products
Gift cards
Products damaged through misuse, neglect or improper installation
Items returned without original packaging where the packaging forms part of the product

Any non-returnable items will be clearly identified before purchase.

Refund Process

Once your returned item has been received and inspected, we'll notify you of the outcome.

Approved refunds will be processed to the original payment method used at checkout.

Please allow 3–10 business days for the refund to appear in your account, depending on your payment provider.

Return Shipping

Where a return is approved due to a faulty, damaged or incorrect product, AUTRA will cover reasonable return shipping costs.

For change-of-mind returns, return shipping costs are the responsibility of the customer.

Consumer Rights

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand consumer protection laws.