Refund policy

Returns & Refunds

We accept returns for both faulty products and non-faulty change-of-mind returns. If an item is defective, damaged or wrong, we sort it out and cover the return postage. If you simply changed your mind or need a different size, you can send it back too. This applies to every order delivered to the United States, New Zealand, Australia, Canada, the United Kingdom, Denmark and Sweden.

At a glance

  • We accept both defective and non-defective returns: faulty, damaged or incorrect items, and change-of-mind returns and size exchanges.
  • You have 30 days to start a return or exchange, counted from your delivery date.
  • Condition for our voluntary 30-day non-faulty returns: new and unworn, unwashed, with tags attached and in the original packaging where it came with some.
  • Restocking fee: none, on every return and exchange.
  • Return postage: you pay it for change-of-mind returns and exchanges. We pay it when the item is faulty, damaged or incorrect.
  • Exchange delivery is free. We ship your new size back to you at no charge.
  • Eligible refunds reach your original payment method within 7 calendar days of our receipt of the returned item, including bank processing.
  • The seven-calendar-day limit includes weekends, public holidays and bank processing.
  • To start a return or cancellation, use our online returns portal or email support@trycomfortculture.com. For exchanges or help, use the assistance form on the same page. Returns are by mail only.
  • Return address for every order: our warehouse at 97B Keith Street, Roslyn, Palmerston North 4414, New Zealand.

Applicable statutory cancellation and refund deadlines take precedence over these commercial processing and bank-posting estimates. See UK and EU statutory cancellation rights.

Your 30-day window

You have 30 days from the delivery date shown in your tracking to request a return or exchange. Send your request within those 30 days, then post the item back within 14 days of receiving our return instructions.

What you can return

Any Comfort Culture product, socks included. For a non-faulty return the item needs to be unworn, unwashed, free of marks, odours and pet hair, with tags attached and in its original packaging where it came in some. These conditions apply to our voluntary change-of-mind returns and size exchanges only. They do not override the separate UK and EU statutory cancellation rights explained below. They never limit your rights if an item is faulty, damaged or not as described.

Change-of-mind returns (non-defective)

Bought it and changed your mind? Request a return within 30 days of delivery, then post it within 14 days of receiving our return instructions.

  • No restocking fee.
  • You pay the return postage and are responsible for the parcel until it reaches us, so please keep your proof of postage.
  • We refund the full product price you paid, including any tax charged on the product, to your original payment method.
  • Under our voluntary 30-day change-of-mind policy, the original shipping charge is not refunded. For an eligible statutory UK or EU cancellation, standard outbound delivery is refunded as explained below. If your order shipped free, there is nothing to deduct.

Size exchanges (non-defective)

Wrong size? Request one exchange per item for a different size of the same product within 30 days of delivery, then post it within 14 days of receiving our return instructions.

  • No exchange fee and no restocking fee.
  • You pay the postage to send the original back. A tracked service is best.
  • We ship your replacement free once your return arrives and passes a quick check. If you are in a hurry, order the size you want now and return the original for a refund.
  • If your size is sold out, choose another colour in your size or a full refund of the product price.

Faulty, damaged or incorrect items (defective)

If your item is faulty, arrives damaged, is not what you ordered or does not match its description, email support@trycomfortculture.com with your order number and a photo. Please tell us within 30 days of delivery. Your rights for a faulty product under the New Zealand Consumer Guarantees Act 1993 are not limited to this period.

  • We pay the return postage. We send you a prepaid label for New Zealand returns. For every other country we reimburse your tracked postage within 5 business days of your proof of postage.
  • You choose a free replacement or a full refund of the product price plus any shipping you paid.
  • No restocking fee.

How to return an item

  1. Open our returns and cancellations page and sign in to the secure portal using your order email. Select the order and items, then review and confirm your request. The portal sends you an email acknowledging receipt. You can also email support@trycomfortculture.com with your order number; use the assistance form for a size exchange or help.
  2. We reply within 24 to 48 hours on business days with return instructions. Please follow these instructions when possible. You do not need to wait for approval to send a valid statutory cancellation notice or meet a statutory return deadline.
  3. Pack the item securely with a note of your order number and post it to 97B Keith Street, Roslyn, Palmerston North 4414, New Zealand. Returns are by mail only.
  4. Keep your proof of postage until your refund or exchange is confirmed.

Please do not send returns to any other address, including our United States warehouse. Items sent without instructions take longer to process.

How your refund works

  • Eligible refunds reach your original payment method within 7 calendar days of our receipt of the returned item, including bank processing.
  • Refunds go to the original payment method only. We cannot refund a different card or account.
  • You are refunded in the currency you were charged. Your bank sets any exchange rate. Bank posting is included in our seven-calendar-day total.
  • There is no additional bank-processing period beyond this seven-calendar-day maximum.
  • We never deduct a fee from your refund.

Applicable statutory cancellation and refund deadlines take precedence over these commercial processing and bank-posting estimates. See UK and EU statutory cancellation rights.

If a voluntary return does not meet the conditions

This section applies only to our additional voluntary return policy. Statutory cancellation rights, permitted inspection and any lawful diminished-value deduction are covered separately below.

If a non-faulty item comes back worn, washed, marked or without tags, we will email you photos and explain. We cannot refund or exchange it, but we will post it back to you for US$4.95 in the United States, or the local shipping amount for your country listed in our Shipping Policy. Or we can hold it for up to 14 days while you decide.

Cancel or change an order

This is free any time before dispatch. Use the online cancellation portal or email us with your order number as soon as you can. After dispatch, the return terms and any applicable UK or EU statutory cancellation rights below apply. Refunds for cancelled orders reach your original payment method within 7 calendar days of cancellation, including bank processing.

Late or lost parcels

If your parcel has not arrived within 10 business days after the end of its estimated delivery window, or tracking shows it lost, contact us. We will replace it or refund you in full, whichever you prefer. See our Shipping Policy for details.

UK and EU statutory cancellation rights

If mandatory UK or EU distance-selling rights apply to your purchase, you may cancel an eligible online order without giving a reason within 14 calendar days after you receive the goods. For one order delivered in separate parcels, this period starts when you receive the last goods. These rights are separate from our additional voluntary 30-day return policy. Where applicable EU law extends a deadline falling on a non-working day, that extension applies.

Tell us clearly that you wish to cancel by emailing support@trycomfortculture.com or using our online returns and cancellation portal. State clearly that you are withdrawing from the purchase. Portal submissions receive an automatic email acknowledgement; if the relevant action is unavailable, email us directly. Sending the notice within the cancellation period is sufficient; you do not need our approval to exercise this right. Send the goods back within 14 calendar days after telling us you are cancelling. The return address is 97B Keith Street, Roslyn, Palmerston North 4414, New Zealand. You pay direct return postage unless the goods are faulty, damaged or incorrect.

You may inspect goods as you reasonably would in a shop to establish their nature, characteristics and functioning. Missing packaging or tags does not automatically remove a statutory cancellation right. Where the law permits, we may deduct only a reduction in value caused by handling beyond what is necessary for that inspection. Any applicable statutory exception must be explained for the affected product before purchase; our general commercial return conditions do not create additional exceptions.

When you cancel the whole order, we refund the product price and the cost of our least expensive standard outbound delivery option. If you chose a more expensive delivery option, the extra cost is not refunded. For a partial-order cancellation, we refund outbound delivery charges to the extent required by applicable law.

We reimburse you to the original payment method, without a refund fee, without undue delay and no later than 14 calendar days after your cancellation notice. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them back or you supply evidence that you sent them back, whichever happens first. Once that permitted hold ends, we reimburse without undue delay. Our seven-calendar-day refund commitment does not extend any earlier mandatory refund deadline.

Optional cancellation form: To Comfort Culture, operated by NZ Supps Limited, 97B Keith Street, Roslyn, Palmerston North 4414, New Zealand; support@trycomfortculture.com. I give notice that I cancel my contract for the following goods: [goods]. Ordered on / received on: [dates]. Order number: [number]. Customer name: [name]. Customer address: [address]. Date: [date]. Signature: [only if sending on paper]. You may use this form, but it is not compulsory.

Your consumer rights

Nothing here limits rights that cannot lawfully be limited, including your rights under the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986, and any consumer law where you live. Statutory remedies for a faulty product are not restricted by the 30-day window or by the conditions for change-of-mind returns.

Business and contact details

Website name: Comfort Culture (trycomfortculture.com)
Company name: Comfort Culture, operated by NZ Supps Limited
Address: 97B Keith Street, Roslyn, Palmerston North 4414, New Zealand
Email: support@trycomfortculture.com
Contact form: trycomfortculture.com/pages/contact
Phone: +64 27 561 6261
New Zealand company number: 9436029
NZBN: 9429053734525
Customer service: Monday to Friday, 9:00 am to 5:00 pm New Zealand time. We reply within 24 to 48 hours on business days.

Related pages: Contact | FAQ | Business Information | Shipping Policy | Return and Refund Policy | Terms of Service | Privacy Policy | Payment Options