Refund and Returns Policy

Last updated: 13 August 2025 (NZT)
Who we are: ShowThyme (“we”, “our”, “us”) – professional petcare products based in New Zealand. (Wags Logistics LTD)
Contact: help@azzaro.gnomie.co.nz

1) Your rights under NZ law

  • We follow the Consumer Guarantees Act 1993 (CGA) and Fair Trading Act 1986. If a product is faulty, unsafe, not fit for purpose, or not as described, you’re entitled to a repair, replacement, or refund.
  • Business purchases: If you’re acquiring goods for business purposes, you agree the CGA does not apply (as permitted by section 43(2) CGA).

2) Change-of-mind returns

We accept change-of-mind returns within 14 days of delivery if the item is:

  • Unused, unopened, and in original packaging, and
  • In resalable condition (all tags, accessories, manuals included).

Refund type: refund to original payment method or store credit (your choice).
Return shipping: paid by the customer for change-of-mind returns.
Restocking fees: none.

3) Items we can’t take back (for hygiene & safety)

Unless required by the CGA, we can’t accept returns of:

  • Opened or used grooming products (shampoos, conditioners, sprays, powders, aerosols)
  • Consumables and supplements once opened
  • Used brushes, combs, scissors, clippers, blades, hoods, and similar personal-use items
  • Custom/special-order items, gift cards, and final clearance items
    (Faulty items are still covered by the CGA.)

4) Damaged or incorrect items

If your order arrives damaged or incorrect, email help@azzaro.gnomie.co.nz within 48 hours of delivery:

  1. Keep all packaging
  2. Take clear photos (outer box, inner packaging, product, courier label)
  3. Include your order number so we can file a claim and arrange a replacement/refund

5) How to start a return

  1. Email: help@azzaro.gnomie.co.nz with your order number, the item(s), and reason for return
  2. We’ll reply with return instructions and an RMA (return authorisation)
  3. Pack securely to prevent transit damage
  4. Ship the item (tracked is recommended)

We’ll confirm the return address in your RMA email. Please don’t send items back without an RMA so we can process them quickly.

6) Who pays shipping?

  • Faulty/incorrect items (CGA): We cover reasonable return shipping or provide a prepaid label
  • Change-of-mind: You cover return shipping. Original shipping fees are non-refundable once an order has shipped

7) Refund timing

We aim to process returns within 3–5 business days of receiving and inspecting the item.

  • Approved refunds go back to your original payment method (your bank/card may take a few extra days)
  • Exchanges ship after we receive the return and any price difference is settled

8) Warranties & repairs

Some tools/electrical items may have manufacturer warranties. If something develops a fault during normal use, email help@azzaro.gnomie.co.nz with your order number, a description, and photos/video. We’ll help with repair, replacement, or refund as appropriate under the CGA.

9) Sizing & colour variation

We do our best to represent colours and sizes accurately. Minor colour variation can occur across screens/batches. If sizing isn’t right and the item is unused in original packaging, it can be returned under our change-of-mind terms above (within 14 days).

Quick summary

  • Faulty/incorrect? CGA covers you; repair/replace/refund and we cover reasonable return postage
  • Change-of-mind? 14 days, unused/unopened; you pay return shipping
  • Hygiene items (opened), consumables, custom and final-clearance items aren’t returnable unless faulty
  • Always get an RMA before sending anything back