Refund policy

Returns
We have a 14 day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the original condition that you received, unused and in its original packaging. You’ll also need the receipt or proof of purchase and we will happily provide you with an exchange or refund for the purchase price of the item you return.

Shipping costs are non-refundable.  You will be responsible for paying for your own shipping costs for returning your item, best to use a trackable shipping service or purchasing shipping insurance so can guarantee we will receive your return item.

If you receive a refund, you will incur the cost of return shipping.

To start a return, you can contact us at jonandandrea@xtra.co.nz and we will contact you within 3 working days.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Receiving your exchanged product may vary depending on your location.

You can always contact us for any return question at jonandandrea@xtra.co.nz.

Damages and issues
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Certain Exceptions / non-returnable items 
Types of items cannot be returned like custom products (such as special orders or personalized items).  Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards. 

If faulty or not what you ordered on sale items message us immediately.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.