Refund policy

If something is wrong with your order, please contact kundeservice@makschill.no. We will help you with a return, repair, replacement or refund as appropriate.

New Zealand consumer guarantees

For minor faults, the Consumer Guarantees Act provides free repair, replacement or refund within a reasonable time. If unresolved within a reasonable time, further remedies apply. For a substantial failure, you may reject the goods for a refund or replacement, or keep them and seek compensation.

These rights are not limited to 30 days and also apply to sale items where applicable. Reasonable proof of purchase may be requested; original packaging is not required for faulty claims. We reimburse reasonable return postage for confirmed covered faults and arrange collection for bulky, heavy or difficult-to-return goods.

How to report a faulty, damaged or incorrect item

1. Email kundeservice@makschill.no with your name, order number, the item involved and a description of the problem.
2. If available, include photos or other details that help us understand the issue. Photos are helpful but are not a condition of your statutory rights.
3. We will review the information, explain the next steps and provide return or collection instructions where needed.

If the product is confirmed to have a problem covered by the consumer guarantees, we will reimburse reasonable return postage or transport costs you have paid. Please keep your receipts. For faulty products that are too large, heavy or difficult to return reasonably, we will arrange collection or pay the appropriate return costs within a reasonable time.

Change-of-mind returns

Changed your mind? You can return unused items in their original packaging within 30 days. You'll need to cover the return postage for change-of-mind returns. Your rights under New Zealand consumer law for faulty goods remain separate and are not restricted by this policy.

Email kundeservice@makschill.no before sending an item back. We will provide return instructions. Keep your proof of postage and tracking details. These voluntary return conditions do not apply to your statutory remedies for faulty goods.

Refunds

Once a refund is approved or required by law, we will arrange it within a reasonable time. Where appropriate, refunds are made to the original payment method unless you agree to another method. How quickly the money appears in your account may depend on your payment provider.

Changing or cancelling an order

If you want to change or cancel an order, contact us as soon as possible with your full name, order number and the email address used at checkout. We will check what is possible based on the order's progress. Any cancellation, refund or other remedy required by law remains available.

Uncollected parcels or incorrect addresses

Please check your delivery details carefully. If you enter an incorrect address or cannot collect a parcel, contact us promptly. We will investigate and work with you on a fair solution, taking account of the circumstances and your consumer rights.