Refund policy

Change of mind

If you change your mind, you can return your kit within 14 days of delivery for a refund. To be eligible, items must be unused, in their original packaging and include all accessories.

Return postage is paid by the customer. We recommend a tracked service, as we can’t refund items that don’t reach us.

How to start a return

Contact us through our Contact page with your order number and the reason for the return. We’ll reply with return instructions. Please don’t send items back without contacting us first, as we can’t guarantee they’ll be processed.

Refunds

Once your return arrives and has been checked, we’ll email you to confirm. Approved refunds go back to your original payment method. Your bank or card provider may take a few business days to show the refund.

Shipping charges on Australian orders are not refunded on change-of-mind returns.

Faulty or damaged items

If your kit arrives damaged, is faulty, or isn’t what you ordered, contact us with your order number and a photo or short description of the problem. We’ll arrange a repair, replacement or refund, and we’ll cover the cost of returning a faulty item.

Every DUET kit has a 12-month warranty against manufacturing defects.

Your rights

This policy is in addition to your rights under the New Zealand Consumer Guarantees Act 1993 and, for customers in Australia, the Australian Consumer Law. Nothing in this policy limits those rights.