Refund policy

If there is a problem with your item, please email or text us with a photo and a short explanation of the issue and we will let you know how to proceed - We may just be able to replace or refund without the need to send the item back.

If the item has been damaged in shipping it's important that we have photographic evidence (if possible) so we can either make a claim through our courier provider or make improvements to our packing system.

We do not offer returns for change of mind.

contact@toitoi.co.nz

027 325 4055

Returns 
To be eligible for a return, your item must be unused and in the same condition that you received it (unless the item is faulty). It must also be in the original packaging.

To complete your return, we require your order number. Example #TTB111

Please do not send your purchase back without contacting us first.

You may only receive a partial refund if:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@toitoi.co.nz.

Specials/Seconds items (if applicable)
Items on 'Special' can not be refunded for the reason they are deemed as 'Seconds'. An example of this is: 'Specials' are usually last seasons stock which will be of lesser quality than the premium flowers and herbs, refunds won't be given because they are not high quality. 

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@toitoi.co.nz for address details.

Shipping 
To return your product, contact us for return address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.