Refund policy

RETURN AND REFUND POLICY

We want you to feel confident shopping with Westward Reserve. We offer a 60 day return policy, which means you have 60 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with any tags, accessories, manuals and original packaging included where applicable. You’ll also need your receipt or proof of purchase.

To start a return, contact us at info@westwardreserve.com.

Please do not send your item back without contacting us first. Items returned without first requesting a return may not be accepted.

If your return is accepted, we’ll provide instructions on how and where to send your package. Depending on the reason for the return, we will confirm whether a return shipping label is provided or whether return shipping is your responsibility.

You can always contact us with any return questions at info@westwardreserve.com.

DAMAGED, DEFECTIVE OR WRONG ITEMS

Please inspect your order when it arrives and contact us as soon as possible if the item is defective, damaged, not working as expected, or if you receive the wrong item.

Please include your order number, a clear description of the issue, and photos or video where helpful. This allows us to evaluate the issue and make it right.

If the issue is confirmed, we may offer a replacement, refund, store credit or another suitable solution depending on the circumstances.

CHANGE OF MIND RETURNS

If you change your mind, you may request a return within 60 days of receiving your item.

Change of mind returns must be unused, in original condition, and returned with any packaging, accessories, manuals and included parts.

Original shipping costs may not be refundable unless required by law. Return shipping for change of mind returns is generally the customer’s responsibility.

EXCEPTIONS AND NON RETURNABLE ITEMS

Certain items cannot be returned, including:

Gift cards.
Final sale items, where clearly marked.
Personal care or hygiene products that have been opened or used.
Products that are damaged through misuse, neglect, improper installation, accidental damage or normal wear and tear.
Products returned without required accessories, parts or packaging, where this affects resale or assessment of the item.

Please contact us if you have questions about whether your item is eligible for return.

EXCHANGES

The fastest way to get a different item is to return the item you have, and once the return is accepted, place a separate order for the new item.

Where appropriate, we may offer a replacement instead of a refund.

REFUNDS

We’ll notify you once we’ve received and inspected your return, and let you know whether the refund has been approved.

If approved, your refund will be processed back to your original payment method within 10 business days. Please remember that it may take additional time for your bank, credit card provider or payment provider to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at info@westwardreserve.com.

ORDER CANCELLATIONS

If you need to cancel an order, contact us as soon as possible at info@westwardreserve.com.

We will do our best to help, but we may not be able to cancel an order once it has been processed, packed or dispatched.

CONSUMER RIGHTS

Nothing in this policy limits any rights you may have under laws that cannot legally be excluded, including applicable consumer protection laws in the country, state or territory where you live.

Westward Reserve operates from New Zealand and sells internationally. We aim to handle returns and refunds fairly, clearly and in good faith.