Refund Policy

Last updated: 21st December 2025

Thank you for shopping with us.
We want you to have a smooth shopping experience. This Refund Policy explains your rights under the New Zealand Consumer Guarantees Act (CGA) and our store procedures for returns, replacements, and refunds.

1. Your Rights Under the Consumer Guarantees Act (CGA)

Under the CGA, you are entitled to a repair, replacement, or refund if the product you purchased:

Is faulty or defective
Is not of acceptable quality
Is not fit for its intended purpose
Is different from its description
Fails to work in a reasonable period of time

These rights cannot be excluded and always apply.

Proof of purchase may be required, such as:

Order confirmation email
Invoice
Bank or card transaction record

2. Change of Mind Returns

For hygiene and safety reasons, we do not accept change-of-mind returns, including for items that:

Have been opened
Have been used
Are personal care or feeding-related
Are breastfeeding accessories
Have hygiene seals removed

Unless the product is faulty under the CGA, change-of-mind refunds are not available.

Please contact us before purchasing if you are unsure about a product.

3. Faulty, Damaged, or Incorrect Items

If your product arrives:

Damaged
Faulty
Missing parts
Not what you ordered

Please contact us within 7 days of receiving your order.

We may ask for:

Photos or videos of the issue
A brief description of the problem
Your order number

This allows us to assess the issue and offer a correct resolution.

If the claim is approved, we will provide one of the following:

Product replacement
Refund
Repair (where appropriate)
Store credit

4. How to Make a Return Request

Please contact us at:

📧 Email:customerservice@mybpm.co.nz
📞 Phon:09 448 1380

Please include:

Your full name
Order number
Reason for return
Photo/video of the issue (if applicable)

Our team will guide you through the return steps.

5. Return Shipping

If an item is confirmed faulty, incorrect, or damaged, we will cover return shipping costs or provide a prepaid return label.
In all other cases where returns are accepted, the customer is responsible for return shipping.

We recommend using a tracked courier service for all returns.

6. Conditions for Returns

All returned items must be:

In original condition (unless faulty)
With all accessories and manuals included
In original packaging where possible

We reserve the right to refuse returns if item condition does not meet return requirements, unless the item is faulty under the CGA.

7. Refund Processing

Once your return is received and approved:

Refunds will be issued to your original payment method
Processing may take 3–10 business days depending on your bank

Shipping fees are non-refundable, except where the product is faulty or the wrong item was supplied.

8. Non-Refundable Items

Unless faulty under the CGA, we cannot accept returns or refunds for:

Clearance or sale items
Gift cards
Personal-use or hygiene items
Products damaged due to misuse or neglect
Items without proof of purchase

We are here to help and ensure you are satisfied with your BPM shopping experience.