Returns & Refunds Policy – Gonram

At Gonram, we want you to feel confident in every purchase. If something isn’t right, we’re here to help. Please read the policy below to understand how returns, exchanges, and refunds are handled.

1. Eligibility for returns

You may request a return for most items purchased from gonram.co.nz if:

  • The request is made within 30 days of receiving your order

  • The item is unused, in original condition, and in its original packaging

  • You provide proof of purchase (order number or receipt).

2. Damaged, defective, or incorrect Items

If your item arrives damaged, faulty, or not as described:

  1. Contact us within 7 days of delivery

  2. Provide photos of the item and packaging

  3. We will arrange a replacement, refund, or alternative solution at no extra cost

We take product quality seriously, and resolving issues quickly is our priority.

3. How to request a return

To start a return, please email us at [email protected]

Include:

  • Your name

  • Order number

  • Reason for return

  • Photos (if relevant)

Our team will provide instructions and a return authorisation if your request meets our policy criteria.

4. Shipping costs for returns

  • For change-of-mind returns, the customer is responsible for return shipping costs.

  • For faulty, damaged, or incorrect items, Gonram covers all return shipping costs.

We recommend using a tracked courier service, as we are not responsible for items lost during the return process.

5. Refunds

Once your returned item is received and inspected:

  • Approved refunds will be processed within 5–10 business days

  • Refunds are issued to your original payment method

  • Shipping fees (if any) are non-refundable unless the return is due to our error

Please allow additional time for your bank or card provider to complete the refund.

6. Exchanges

If you want to exchange an item:

  • We will process it like a return and then ship the replacement once the original item is received

  • Exchanges are subject to product availability

7. Contact us

If you have any questions about this policy or need help with your order, our team is here to assist.

[email protected]
gonram.co.nz