The following returns policy applies to all online purchases that you make with Coolabee, regardless of platform, including but not limited to Amazon, eBay, Gumtree, Trademe and The Market.  
 
We aim to ensure that the customer receives the highest value and service for every purchase made at Coolabee. We wish to serve as a one-stop shop for all your gift ideas. The following information outlines the options and conditions for returning, exchanging, and requesting a refund for products purchased from Coolabee.

If you have purchased an incorrect item or if you change your mind after making a purchase, Coolabee can process a credit on most purchases with the following conditions:
 
Please read the following carefully to ensure you are fully aware of your rights under the policy and our obligations to you.

 

Under our return policy, the initial shipping fee is non-refundable, as it covers the cost of delivering the goods to you. However, we provide return shipping at our expense to ensure fairness and balance in the overall shipping process.

Our change of mind policy

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At COOLABEE, we are pleased to offer a return and refund for a change of mind on most full-price and discounted items. The following timeframes apply for change of mind returns:​

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• Online: Returns are accepted within 30 days from the date of delivery.

• In-store: Returns are accepted within 30 days from the date of purchase.

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Merchandise returned due to a change of mind within these timeframes may be refunded, subject to an 8% restocking fee, provided the following conditions are met, in accordance with the Consumer Guarantees detailed below: 

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• A valid proof of purchase must accompany the returned merchandise.

• The merchandise must be sealable, unused, and in its original condition, with original factory-fitted packaging.

• It is unworn, unused, unassembled, in its original condition and in the case of clothing and swimwear, with the original ticketing and hygiene sticker(where applicable).

• In the case of all electronic products, including mobile phones and internet-connected electronic devices (such as Google mini and Wi-Fi-connected home accessories), the original plastic wrapping securing the product closed is intact.

• In the case of all books, the original plastic wrapping securing the product closed is intact.

• The product is not one where a change of mind return is not available (see below for exclusions).

• Any discounts applied during the initial purchase will be honoured, provided the replacement item is of equal or higher value.

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If you want to return an item after 30 days after purchase:
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• Coolabee cannot accept items for return after 30 days.

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Excluded change-of-mind items

The following items cannot be returned if you change your mind:

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• Cosmetics (if the hygiene seal is broken)​

• Beauty products, including all electrical items (If the original/factory seal or plastic wrapping is removed)

• Fragrances

• LEGO® 

• Food items

• Hosiery

• Special Order Items, including pre-ordered items

• Software

• Gift Cards

• Licensing

• DVDs/CDs

• Electronic games

• Personalised Products

• Pierced jewellery

• eReaders

• Audios

• Clearance Items

• Headphones - In-ear, Over-ear, and On-Ear

• Microphones

• Any items sold as “open box”, “refurbished”, or “second-hand.”

• ​Independent retailers are subject to their own returns and exchanges policies and procedures.

• Items not purchased at Coolabee cannot be returned or exchanged at Coolabee.

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Consumer Guarantees

Our Change of Mind Policy does not affect your rights under the New Zealand Consumer Guarantee Act, and you have consumer guarantees that cannot be limited by us. If your product is not of acceptable quality, is not fit for its purpose, or differs from its description or sample, you may be eligible for a refund, exchange, or compensation for any drop in the product's value (if you choose to keep it).

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If you have purchased a product with a major fault, you have the right to request a replacement or refund. If you purchased a product with a minor fault, we may offer a free repair (if applicable) instead of a replacement or refund. For more details, please refer to the New Zealand Consumer Guarantee Act.

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Merchandise returned under consumer guarantees must be returned within a reasonable timeframe, provided proof of purchase is presented.

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Merchandise marked as seconds or sample products should be chosen carefully, as these items cannot be returned due to faults identified at the time of purchase. However, if the seconds or sample product exhibits a fault (unrelated to the fault identified at the time of purchase), is not fit for purpose, or is incorrectly described, it may be returned according to the consumer guarantees outlined above.

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Our customer service team is unable to review used items via email or phone. All items must be physically returned by mail to be processed in accordance with the procedure outlined below.

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Items that are faulty, of unacceptable quality, unfit for purpose, damaged, or incorrectly described.

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When returning or exchanging a faulty, of unacceptable quality, unfit for purpose, damaged, or incorrectly described, Coolabee will arrange return postage on your behalf or refund postage costs upon presentation of receipt(s). This is subject to inspection by Coolabee prior to sending goods back to us. If you require further assistance regarding this process, please contact Coolabee Customer Service.

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Returning Damaged Products:

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We are equipped to address the majority of damage incurred during product transit via courier shipping. However, the term "damaged products" is specifically attributed to items that have sustained significant harm either during the shipping process or upon arrival in a non-functional state (Dead on Arrival, DOA).

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While we implement additional safeguards for all products dispatched from our facilities, items from the factory undergo an extensive journey before reaching your hands. Ensuring the continued perfect condition of packaging (e.g., factory seals, product boxes, book set slipcases, etc.) for these products cannot be guaranteed. Upon receipt of your package, we strongly recommend immediate unpacking and thorough inspection.

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If the product is not affected in terms of its usage or quality, it is excluded from exchange or return. It is essential to note that cosmetic defects on packaging are considered force majeure and beyond our control. We will not be liable for any packaging damage that does not affect product usage or quality, whether it occurs during transportation, storage, or otherwise.

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Our return, exchange, or refund policy excludes any cosmetic packaging defects, including but not limited to scratches, dents, collision marks, irregularities, or corner imperfections.

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For books, except for the aforementioned conditions, cosmetic issues such as uneven covers, inner page variances, bundle marks, and cracks in plastic seals that do not adversely impact the reading experience are also exempt from the return, exchange or refund policy.

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We are happy to assist you in filing a claim directly with the courier company for the resolution of cosmetic defects.

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Return for Special Sale Defective or Damaged Items:

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For special offers on defective or damaged items, including open-box items, the condition of the product is disclosed at the time of the offer. By purchasing, you acknowledge and accept the product's condition, and therefore, returns or exchanges are not permitted. Exceptions may be made only with special approval for your return or exchange application.

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Returning Opened Products: 
 
We do not accept returns of opened products unless the product is dead on arrival (DOA) or is covered by a warranty.  This encompasses all books exempted from printing errors. For books returning with defects, please refer to the below terms and conditions.

 

Returning Books with Defects:

 

1. Books may occasionally exhibit imperfections, such as printing errors and variations in printing or paper quality, particularly when publishers switch printing providers. These defects may sporadically arise. Claims for returns related to book defects must be made within 5 days of book receipt. Requests submitted beyond this timeframe will be declined. 

 

2. The condition of returned books should be maintained at a reasonable standard. Any instances of tearing, soiling, damage, or noticeable signs of use will result in the books being declined for return.

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3. Please be advised that the presence of small dots forming square patterns around the text is not indicative of a printing defect or low print quality. These patterns are intentionally integrated into the book’s design as part of our commitment to supporting young readers with dyslexia.

 

The dots are specifically designed to ensure compatibility with reading pens—assistive devices that recognise and read text aloud to the user. A significant number of our books are compatible with reading pens, and the dot patterns are essential for ensuring accurate recognition by these devices.

 

Please refer to the FAQ under 'Product Information' titled: Why are there small dots in square patterns around the text? Is this a printing defect or a sign of low print quality?"

 

LEGO® Product Return Policy

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1. No Returns or Exchanges for Packaging Cosmetic Imperfections:

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LEGO® products are sold as-is, and we do not accept any return, exchange, or refund requests due to packaging imperfections (including but not limited to creases, scuffs, dents, or other packaging defects). These imperfections may arise from factors such as the product's storage duration, storage conditions, transportation, or handling. However, they do not impact the integrity of the LEGO sets themselves, as the primary purpose of LEGO toys is to be assembled, even though you may wish to keep your LEGO set in perfect packaging for display and collection purposes. Therefore, any external packaging defects are not considered product defects. If you are primarily concerned with perfect packaging for collection purposes, please be aware that all LEGO products in this store may not meet your expectations. As such, we do not accept return or exchange requests for damages of this nature, regardless of the extent of external packaging damage.

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2. Missing Parts

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In the unlikely event that your new LEGO set is missing any parts, LEGO provides a simple and efficient process to ensure you receive the missing components promptly and without any inconvenience. To request the missing parts, please complete the form available here, and LEGO will send the necessary parts directly to you as quickly as possible.

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3. No Change of Mind Returns:

All LEGO® products are not subject to change of mind returns or refunds. Please ensure that you are satisfied with your purchase before completing the transaction.

 

4. Agreement to Purchase Conditions:

By purchasing LEGO® products from our store, you acknowledge and agree to the conditions outlined on the product page and in this policy. This includes the understanding that all LEGO® products are subject to the terms and conditions mentioned here.

 

5. Other Return Policies:

All other standard return policies that are not specifically mentioned in this part also apply to LEGO® products.

 
Product Return:
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Whether an item has been opened or not, it must be returned with all original accessories and packaging. If you have misplaced or lost anything, we will be unable to issue you a credit.
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It is your responsibility to get the product back to us in good condition. Please ensure you package items correctly and securely so they do not get damaged. Coolabee will not accept responsibility for incorrectly packaged or damaged goods.
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To process a request for Return, Exchange, and Credit:
 
A return request (RMA) must be submitted to the Coolabee RMA Application Portal before any item is returned. Credit can be given on the item only; shipping/extras are not to be reimbursed. Coolabee holds the final say on whether an item is in re-sellable condition. Coolabee will not accept back any goods without an RMA number.

1. I have changed my mind, and the item(s) I ordered is no longer needed (Order has not been processed/shipped):
 
If you have changed your mind after placing an order and would like Coolabee to cancel the order:
 
Coolabee can cancel most orders that have not been processed. Please note that there will be restocking fees of 5% if long / short-term finance options are used as a payment method. 
 
Long / Short term finance options include Laybuy / Humm / Long Term Finance / Gem Visa / Q Card. Restocking fees might still apply even though the order has not been processed/shipped/delivered by Coolabee.
 
Please note that the following orders cannot be cancelled: Software, Licensing, eReaders, Audio, Clearance Items, and items ordered from overseas.
 
2. The item I received is not the item I purchased.
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If you have received the incorrect item(s), a replacement can be processed if the item is unopened and in mint condition. A return request (RMA) must be submitted to the Coolabee RMA Application Portal before any item is returned. For Coolabee to process your request, photo verification of the incorrect item(s) received is required. Coolabee can then organise for the correct item(s) to be shipped along with a courier collection service for the incorrect item(s) received.
 
3. The item I purchased has been damaged in transit.
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If you receive an item with damage, it must be reported to Coolabee within 24 hours of delivery. Failure to do so warrants the receiver taking full responsibility for the item(s) affected. A return request (RMA) must be submitted to the Coolabee RMA Application Portal before any item is returned. Photo verification of the item(s) you received and the damage is required so Coolabee can process the claim with the courier company. The courier company will collect the goods from your delivery address once the above is complete. This process can take up to 7 working days. Please note that for your claim to be accepted, you must retain the original packaging material used to deliver your order.
 
4. The item I purchased has not arrived.
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If your item did not arrive, the first thing to do is request a 'track and trace on your item from the courier's website. A link is included in an email sent to you during dispatch.
 
5. The item I purchased has been lost in transit.
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Suppose the tracking details on your order indicate the item(s) have been delivered, but you're unable to find it. In that case, Coolabee will start an investigation with the courier on your behalf. Please make sure you contact us within 14 days from the date of dispatch.
 
6. The item I purchased is DOA (dead on arrival).
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If you have an item that has arrived faulty and is within the 7 DOA (Dead on Arrival) period, you must submit a Return Request (RMA) to the Coolabee RMA Application Portal before any item is returned. Please make sure to give us full details of the fault with serial numbers so we can process the RMA quickly. A Coolabee representative will contact you and provide you with return instructions via Email.
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Coolabee will process the claim and have the courier company collect the goods from your delivery address once the above is complete.
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In order to assist you with your faulty DOA product, it will need to be returned to us so we can test and confirm that it is faulty first.
 
7. The item I purchased has become faulty within the manufacturer's warranty period.
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Suppose you have an item that has become faulty and is still within the manufacturer's warranty period. In that case, you must submit a Return Request (RMA) to the Coolabee RMA Application Portal before any item is returned. Please make sure to give us full details of the fault with serial numbers so we can process the RMA quickly. A Coolabee representative will contact you and provide you with return instructions via Email.
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In order to assist you with your faulty product, it will need to be returned to us so we can test and confirm that it is faulty first. You may also be able to contact the manufacturer or service agent directly to arrange a solution.
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Returns of this nature can be made at any time within the warranty period, and it is your responsibility to cover any costs of returning the product to us.

Coolabee will void the warranty of any product that is mishandled, modified, or interfered with by unauthorised personnel. The removal of any factory seals, serial numbers, or warranty stickers also voids the warranty. All item(s) returned for RMA were found not faulty, goods with physical damage or damage caused by improper use were not covered by warranty, and the customer was liable for a handling and service fee. Service fees for single items are charged at $90, including GST.
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Data contained in the storage device (Hard Drive, SSD, NAS, Media Players, Memory Cards, USB Memory Sticks) is not covered under warranty. Customers need to back up their data before the device is sent back. Most devices are returned overseas and replaced locally. Coolabee takes no responsibility for any loss of data. Coolabee recommends that all of our customers make regular backups of data.
 
8. Hardware Compatibility.

Coolabee is not responsible for the compatibility of your components and/or hardware configuration. Due to the different configurations, Coolabee does not guarantee that a component works with your computer system. Coolabee tries to provide as much information as possible on each component, but the final decision of compatibility is yours. If the component is not compatible, it does not mean it is faulty.
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Please note that the Consumer Guarantees Act and Fair Trading Act do not provide protection for this reason. You cannot return the item simply because you no longer want the product or the product did not meet your expectations. It is your responsibility to carry out research prior to your purchase.
 
9. Overclocked Hardware.
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The warranty is void on overclocked components used outside the manufacturer's safe operating parameters.
 
10. Shipping Terms.
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As the sender, you are the only person who knows exactly what is inside your parcel. It is your responsibility to ensure your item is packaged correctly and arrives safely.
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Apply the 5 by 5 rule for fragile items: 5cm from the walls, base, and top of the box and 5cm of cushioning around each individual item.

Use internal cushioning and external solid packaging to protect your item against knocks and shocks. We suggest you use packaging materials such as bubble wrap, poly chips, corrugated cardboard, shredded or rolled paper, and polyethene foam sheeting, which are available at NZ POST shops and Warehouse Stationery. Items packed together in one carton must be individually wrapped and separated from each other with more cushioning material.

If you choose to return your item using a courier bag, wrap the item enough times so that you can no longer feel the shape of the object. We do not recommend returning any electronic or fragile items in a courier bag.
 
ITEMS RETURNED WITH INSUFFICIENT PACKAGING WILL BE DENIED.