Returns Portal Policy

Returns Policy

To all our wonderful customers, thank you for shopping with us. If for any reason you are not happy with your purchase, we will happily issue a store credit within 10 working days of receiving your item(s) in our HQ Warehouse. Returned item(s) are to be returned in a neatly folded, resellable condition with tags and the correct packaging (i.e. shoes must be returned in the shoe box).

Please note Shine On does not cover return postage costs for returns. The store credit is valid for 12 months from the date of issue and can be used as payment towards any purchase with Shine On Ltd except for gift cards.

Online returns will receive a store credit via email. Please check your Junk/Spam folder after 10 working days.Please note that if the order was paid via LayBuy or AfterPay your installment payments will remain being paid until the original item has been paid in full.

You can alternatively return item(s). to our Retail Stores for a store credit or an exchange. Please bring a copy of your packing slip or Retail Store receipt with your returned item.

OUR STORES ARE LOCATED AT

Shine On Mt. Roskill - 4 Carr Road, Mt Roskill, Auckland

Shine On Hibiscus Coast - 677 Whangaparaoa Road, Manly, Whangaparaoa

Shine On reserves the right not to accept the return of items (including faulty items) if it falls under the following:

  • Any item of clothing that has not been returned with tags with the exception of AS Colour items
  • Any underwear, swimwear or lingerie items
  • Shoes without boxes
  • Any items of clothing or footwear that has been worn
  • Garments that have been altered in anyway
  • Pierced jewellery
  • Any Gift Card or Voucher
  • Damage caused by neglect or misuse (for example, treatment inconsistent with the product’s care instructions)

HOW TO RETURN

  • Login to the Shine On Account at www.shineon.co.nz . Find your order under your Account and click on the ‘Return Request’ option on the right-hand side to proceed.
  • Confirm your order number and email address and the Returns portal will guide you through your return.

We suggest a tracked service is used to avoid loss of parcel returns.

A - TO RETURN AN ITEM FOR A CREDIT

  1. Re-seal your item/s in the original courier packaging. If you do not have the original courier packaging, repackage using a suitable alternative. Please note all return shipping costs is at the customer’s own expense.
  2. Ensure the returns form has all boxes completed including the CRN Return number, your name and order number and it is enclosed inside your returns parcel and send to:

    Shine On Limited
    ATTN: RETURNS
    38 Karepiro Drive,
    Stanmore Bay, Whangaparaoa,
    Auckland 0932, New Zealand
  3. Once your return has been received at our HQ warehouse, we will assess its eligibility for a store credit based on our refund policy https://shineon.co.nz/pages/returns-policy (See above for list of any Return Exclusions).
  4. If eligible, your store credit will be processed within 10 working days.
  5. If ineligible, we will advise you and then arrange to courier your return item(s) back to you. Please note, we reserve the right to charge you for the return courier fee on any ineligible returned item(s).
  6. Your store credit will be sent via email confirming your returned item(s) as soon as the return is found eligible.

Should you not receive your store credit after 10 working days please check your SPAM/JUNK Folder as it may have snuck into there.

B - DAMAGED OR FAULTY GOODS

Sometimes unforeseen faults can happen and we apologise for the inconvenience. For a faulty return:

  1. Re-seal your faulty item/s in the original packaging. If you do not have the original packaging, repackage using a suitable alternative. Please include your return form and make sure to write down the fault and where it is on the garment. Please note we will refund for the return postage costs for the faulty return.
  2. Please arrange to put your Return CRN number on the outside of your return parcel and send to:

    Shine On Limited
    ATTN: RETURNS
    38 Karepiro Drive,
    Stanmore Bay, Whangaparaoa,
    Auckland 0932, New Zealand
  3. Once your faulty item has been received a refund will be processed for you back to the payment method used on the order. All return postage costs will be refunded back to you.strong> Please allow 10 working days for the refund to be processed.

Shine On promises to uphold our end of the deal and do this in accordance with the Consumer Guarantees Act.

Shine On reserves the right not to accept the return of a faulty product where we have inspected the returned faulty item(s) and can reasonably assess that the fault is a result of:

  1. Damage caused by neglect or misuse (for example, treatment inconsistent with the product’s care instructions or wash guide) or;
  2. Usual wear and tear following use of product

C - WRONG ITEM RECEIVED

Occasionally we may get it wrong. We apologise for the inconvenience. If you should receive a wrong item in all instances please arrange to:

  1. Lodge your Return request through our Portal. Once we pick up the request, we will to send you the correct item as soon as possible including a Return Postage Bag to send back the incorrect item with.
  2. Re-seal your wrong item/s in the original packaging. If you do not have the original packaging, repackage using a suitable alternative. Please include your return form and write down the item you should have received and the name of the wrong item you did receive for good measure.
  3. Please send back the incorrect item with the received Return Postage Bag to the below address:

    Shine On Limited
    ATTN: RETURNS
    38 Karepiro Drive,
    Stanmore Bay, Whangaparaoa,
    Auckland 0932, New Zealand