Refund policy
Return and Cancellation Policy
Effective Date: 9 July 2026
At Gifting Canteen, we want you to be completely satisfied with your purchase. This Return and Cancellation Policy explains your rights and our procedures for returns, exchanges, cancellations, and refunds.
Returns
We offer a 30-day return period. You may request a return within 30 days of receiving your order.
To be eligible for a return, your item must:
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Be unused, unworn, and in the same condition as received.
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Include all original tags, packaging, accessories, and inserts.
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Be accompanied by your order confirmation, receipt, or other proof of purchase.
To request a return, please contact us at contact@giftingcanteen.com before sending your item.
If your return is approved, we will provide instructions on how and where to send your return. Items returned without prior approval will not be accepted.
Return Shipping
Unless the item is faulty, damaged, or incorrectly supplied, customers are responsible for the cost of returning items.
We recommend using a tracked shipping service, as Gifting Canteen is not responsible for items lost or damaged during return transit.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is:
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Damaged;
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Defective;
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Faulty; or
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Incorrectly supplied,
please contact us at contact@giftingcanteen.com as soon as possible, preferably within 7 days of delivery, and include photographs of the item and packaging where possible. We will assess the issue and, where appropriate, arrange a repair, replacement, or refund in accordance with the Consumer Guarantees Act 1993.
Non-Returnable Items
To protect the health, safety and quality of our products, the following items cannot be returned unless they are faulty, damaged, or required to be accepted under the Consumer Guarantees Act 1993:
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Perfumes where the manufacturer's seal has been broken or the product has been used.
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Skincare, cosmetics and beauty products where the safety seal has been removed, opened or tampered with.
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Food, chocolates, confectionery and other perishable products.
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Gift hampers containing food or personal care products once opened.
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Personalised, customised or made-to-order products.
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Gift cards and digital gift vouchers.
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Clearance, sale and final sale items (unless the item is faulty or otherwise required by law).
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Products that have been used, damaged after delivery, or are not returned in their original condition.
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Hazardous materials, flammable liquids or gases.
For hygiene and safety reasons, we cannot accept returns simply because you have changed your mind after opening perfume, skincare or cosmetic products.
If you believe your product is faulty or was damaged during delivery, please contact us as soon as possible with photographs of the item and the packaging so we can assess the issue promptly.
Exchanges
We do not offer direct exchanges.
If you require a different product, please request a return for your original item (if eligible). Once your return has been approved, you may place a new order for the replacement item.
Order Cancellations
Before Dispatch
Orders may be cancelled at no charge provided they have not entered processing, packing or dispatch.
To request a cancellation, please contact us immediately at contact@giftingcanteen.com.
If your order has not yet entered processing, we will cancel your order and issue a refund in accordance with this policy.
After Dispatch
Once an order has entered processing or has been dispatched, it cannot be cancelled.
If eligible, you may request a return after delivery in accordance with this Return and Cancellation Policy.
Order Cancellation and Processing Fees
Where a refund is issued for a change-of-mind cancellation or return, the following amounts are non-refundable:
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Payment processing fees charged by our payment providers (including, but not limited to, Visa, Mastercard, American Express, Zip, Klarna and other payment methods).
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Any transaction fees that are not refunded to Gifting Canteen by the payment provider.
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Original shipping charges (unless the return is due to our error or the item is faulty).
Where permitted by law, these amounts may be deducted from the refund before it is processed.
Processing fees are non-refundable as they are charged by third-party payment providers at the time your order is placed and are not returned to Gifting Canteen.
Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved:
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Refunds will be issued to your original payment method.
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Refunds are generally processed within 10 business days after approval.
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Your bank, card issuer or payment provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since your refund was approved, please contact us at contact@giftingcanteen.com.
Original shipping charges and non-refundable payment processing fees are not refundable unless the return results from our error or the item is faulty and applicable law requires otherwise.
Consumer Guarantees Act 1993
Nothing in this Return and Cancellation Policy limits, excludes or modifies your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand law.
Where goods fail to meet the guarantees provided by law, you may be entitled to a repair, replacement or refund regardless of any other provision of this policy.
European Union Customers
If your order is delivered to a member country of the European Union, you may have the right to cancel or return your purchase within 14 days of receiving the goods without providing a reason.
Returned items must be unused, in their original condition, with all packaging, tags and proof of purchase.
Contact Us
If you have any questions regarding returns, refunds or cancellations, please contact us:
Gifting Canteen
Email: contact@giftingcanteen.com
We are committed to resolving any issues promptly and providing excellent customer service.
Gift Card Terms & Conditions
These Gift Card Terms & Conditions apply to all gift card purchases made through Gifting Canteen. By purchasing a gift card from our website, you agree to the following terms.
1. General
Gift cards sold by Gifting Canteen are digital or physical prepaid products that may be redeemed with the relevant third-party retailer or service provider, subject to that provider’s own terms and conditions.
Gifting Canteen acts as a reseller/distributor of gift cards and is not the issuer of the underlying card unless explicitly stated.
2. No Instant Delivery
All gift card orders are manually reviewed and processed. Gift cards are not delivered instantly after payment.
Estimated delivery times may vary depending on:
- Payment verification
- Fraud prevention checks
- Stock availability
- Order volume
- Supplier processing times
While many orders are fulfilled quickly, Gifting Canteen does not guarantee delivery within a specific timeframe.
Customers should allow sufficient processing time before purchasing for urgent use.
3. Order Verification & Fraud Prevention
To protect customers and prevent fraud, Gifting Canteen reserves the right to:
- Request additional identification or verification
- Delay processing while verification is completed
- Cancel or refuse any order deemed suspicious, high-risk, or fraudulent
If an order is cancelled, any approved refund will be returned to the original payment method where possible.
4. Delivery
Gift cards may be delivered via:
- SMS
- Customer account portal
- Physical shipment (if applicable)
Customers are responsible for ensuring all contact and delivery information entered at checkout is correct.
Gifting Canteen is not responsible for delays or failed delivery caused by:
- Incorrect email addresses or phone numbers
- Spam/junk mail filtering
- Carrier or internet issues
- Third-party supplier delays
5. Refunds & Returns
Due to the nature of gift cards and digital goods:
- All sales are generally final
- Refunds, exchanges, or cancellations are not guaranteed once processing has begun
- Gift cards that have been delivered, redeemed, accessed, or viewed are non-refundable
Refund requests may be considered only where required under applicable New Zealand consumer law.
6. Lost, Stolen, or Incorrectly Used Gift Cards
Gifting Canteen is not responsible for:
- Lost or stolen gift cards
- Gift cards used without permission
- Incorrect redemption by the customer
- Errors made by third-party gift card issuers
Treat gift cards like cash.
7. Third-Party Terms
Use of each gift card is subject to the terms and conditions of the issuing retailer or brand. Customers are responsible for reviewing those terms before purchase and redemption.
Expiry dates, fees, redemption limits, and regional restrictions may apply depending on the issuer.
8. Pricing & Availability
All prices are listed in New Zealand Dollars (NZD) unless otherwise stated.
Gifting Canteen reserves the right to:
- Change pricing at any time
- Limit quantities
- Refuse bulk purchases
- Withdraw products without notice
9. Prohibited Use
Gift cards purchased from Gifting Canteen must not be used for any unlawful, fraudulent, or prohibited activity.
Customers agree not to use gift cards:
- For illegal purposes or unlawful transactions
- For gambling, betting, gaming, wagering, or casino-related activities where prohibited
- In connection with fraud, money laundering, or unauthorised financial activity
- In any manner that violates applicable laws, regulations, or the terms of the gift card issuer
Gifting Canteen reserves the right to refuse, cancel, limit, or report transactions suspected of involving prohibited activity, fraud, or misuse.
10. Limitation of Liability
To the maximum extent permitted by law, Gifting Canteen shall not be liable for:
- Delayed delivery
- Supplier outages or system failures
- Incorrect redemption
- Losses arising from third-party gift card providers
- Indirect or consequential damages
11. Consumer Guarantees
Nothing in these Terms excludes any rights you may have under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer protection laws.
12. Changes to Terms
Gifting Canteen may update these Terms & Conditions at any time without prior notice. Updated versions will be published on the website and take effect immediately upon posting.
13. Contact Information
Gifting Canteen
147 Nelson Street
Auckland Central 1010
New Zealand
Phone: 020 448 1849
Email: contact@giftingcanteen.com