Refund policy

Returns

You may request a return within 30 days of delivery. Items must be unused, unassembled and in their original condition and packaging. Proof of purchase is required.

Before sending anything back, contact Shinsei through our Contact page with your order number. Returns sent without approval may not be accepted.

Damaged, incorrect or missing items

Please inspect your order when it arrives. Contact us within 7 days of delivery if an item is damaged, defective, incorrect or missing. Include your order number and clear photos. We will assess the issue and arrange an appropriate replacement, refund or other remedy.

Change-of-mind returns

For an approved change-of-mind return, the customer is responsible for return postage. Original delivery charges, if any, are not refundable. Items returned used, assembled, damaged by the customer or without their original packaging may be declined.

Cancellations

Contact us as soon as possible if you need to cancel an order. We can cancel and refund an order before fulfilment begins. Once fulfilment or shipment has started, cancellation might not be possible and the return process will apply.

Refunds

We will notify you after inspecting an approved return. Accepted refunds are issued to the original payment method within 10 business days. Your bank or card provider may require additional processing time.

Nothing in this policy limits any rights you may have under applicable consumer law, including the New Zealand Consumer Guarantees Act.