Refund policy

Return, Exchange & Refund Policy

Last updated: July 15, 2025

At Nature Tree, your satisfaction means the world to us. We understand that buying baby clothes online can be tricky, so we’re here to make returns and exchanges simple and stress-free.


1. Change of Mind Returns

If you’re not completely happy with your purchase, we gladly accept returns within 14 days of delivery for store credit or a refund.

Conditions:

  • Items must be unused, unwashed, and in original packaging with tags intact
  • Return shipping costs are the customer’s responsibility
  • We recommend using tracked shipping as we are not responsible for lost return parcels

📧 To request a return, email us at info@naturetree.co.nz with your order number and reason for return.


2. Exchanges

Need a different size or color? We’re happy to help you exchange your item (subject to stock availability).

How to Exchange:

  • Contact us within 14 days of receiving your order
  • Follow return instructions, and once we receive your item, we’ll send the new one
  • Shipping for the replacement may incur an additional charge


3. Faulty or Incorrect Items

We take great care in quality-checking each item, but if you receive a faulty or incorrect product:

  • Contact us at info@naturetree.co.nz within 7 days of delivery
  • Please include photos of the fault or error
  • We’ll cover the return shipping cost and offer you a full refund, exchange, or replacement

All faulty product returns are handled in accordance with the Consumer Guarantees Act 1993.


4. Non-Returnable Items

For hygiene reasons, the following items cannot be returned or exchanged, unless faulty:

  • Socks
  • Beanies and hats
  • Bodysuits/onesies (if opened)


5. Refunds

  • Once we receive and inspect your returned item, we’ll process your refund within 3–5 business days
  • Refunds are issued to the original payment method
  • Shipping fees are non-refundable (unless the item was faulty or incorrect)


6. Order Cancellations

If you change your mind, please contact us before your order is dispatched. Once shipped, the return process must be followed.