Returns & Refunds Policy

Last updated: 13 September 2026

At Grabsy, we want you to be happy with your purchase. If something isn’t right with your order, we’re here to help.

Because our products are fulfilled through trusted third-party suppliers and shipping partners, our returns process may differ slightly from a traditional retail store. However, your rights under New Zealand consumer law are not affected by this policy.

1. Faulty, Damaged or Incorrect Items

If your order arrives:

• Damaged

• Faulty or defective

• Significantly different from the product description

• Missing parts or items

• Or you receive the wrong product

please contact us as soon as possible.

We may ask you to provide photographs or video showing the issue so we can assess the problem and work with our fulfilment partner to resolve it.

Depending on the circumstances, we may offer:

• A replacement

• A repair where appropriate

• A refund

• Another appropriate remedy

Your rights under the New Zealand Consumer Guarantees Act 1993 are not excluded or limited by this policy.

2. Change-of-Mind Returns

Grabsy does not generally offer refunds or exchanges simply because you have changed your mind, ordered the wrong item, or no longer want the product.

However, if a product is eligible for a voluntary return under the particular product or supplier arrangement, we may consider a return on a case-by-case basis.

Any approved change-of-mind return must:

• Be requested before the item is returned

• Be unused and in resalable condition

• Include original packaging where reasonably possible

• Be returned using the instructions provided by Grabsy

Return shipping costs for approved change-of-mind returns are generally the customer’s responsibility.

Nothing in this section limits your rights under the Consumer Guarantees Act.

3. Products That Cannot Be Returned

For health, hygiene or safety reasons, certain products may not be eligible for return once opened or used.

This may include certain:

• Personal-care products

• Hygiene products

• Pet-care products

• Consumable products

• Products that cannot reasonably be resold once opened

This does not affect your rights where a product is faulty, unsafe, misdescribed or otherwise fails to meet the guarantees required by New Zealand law.

4. If Your Order Hasn’t Arrived

If your order has not arrived within the expected delivery timeframe, please contact us.

We will first investigate the shipment using the available tracking information and, where necessary, follow up with our fulfilment or shipping partner.

If an order is confirmed as lost or otherwise fails to meet the applicable delivery requirements, we will work with you to provide an appropriate remedy.

5. Incorrect Delivery Information

Please carefully check your delivery address before completing your order.

If an order is returned or cannot be delivered because an incorrect or incomplete address was provided, we will work with you to determine whether the order can be resent.

Additional delivery costs may apply where the issue was caused by incorrect information supplied by the customer.

This does not affect any rights you may have under New Zealand consumer law.

6. How to Request a Return or Refund

To request assistance with an order, please contact us through our Contact Us page and include:

• Your order number

• Your name

• The product affected

• A description of the issue

• Photos or video showing the problem, where applicable

Please do not send an item back to an address shown on the product packaging or to the original supplier unless Grabsy has specifically instructed you to do so.

Because orders may be fulfilled directly by our supplier network, we need to provide the correct return instructions for your particular order.

7. AliExpress & Supplier Fulfilment

Grabsy uses third-party suppliers and fulfilment partners to process and ship some products.

Where appropriate, Grabsy may work with the relevant supplier or fulfilment platform to investigate an issue, process a replacement or obtain a refund.

However, you do not need to contact the supplier or AliExpress directly regarding your Grabsy order. Your purchase is made through Grabsy, so please contact us first and we will manage the process with the relevant fulfilment partner.

8. Refunds

Where a refund is approved, it will generally be issued to the original payment method used for the purchase.

Once Grabsy has processed the refund, the time it takes for the funds to appear in your account may depend on your bank or payment provider.

Where a refund is required under the Consumer Guarantees Act, we will provide the applicable remedy in accordance with New Zealand law.

9. Replacements

Where appropriate, Grabsy may offer a replacement instead of a refund.

Replacement availability may depend on stock availability with our fulfilment partners.

If an identical replacement is unavailable, we may offer another appropriate remedy.

10. Evidence of Damage or Fault

For damaged, faulty or incorrect orders, we may request photographs or video before determining the appropriate remedy.

This helps us:

• Confirm the issue

• Speed up the resolution process

• Provide evidence to our fulfilment and shipping partners

• Reduce unnecessary returns

Please retain the product and its packaging until we have advised you what to do next.

11. Your New Zealand Consumer Rights

Grabsy complies with applicable New Zealand consumer protection legislation, including the Consumer Guarantees Act 1993.

The Consumer Guarantees Act provides guarantees relating to matters including acceptable quality, fitness for purpose, matching the description and delivery within a reasonable timeframe.

Where those guarantees are not met, you may be entitled to a repair, replacement or refund depending on the circumstances and seriousness of the issue.

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights you have under New Zealand law.

12. Contact Us

If something isn’t right with your order, please contact us before returning anything.

We’re here to help get things sorted as quickly and easily as possible.

Grabsy

Don’t just grab it. Love it.