Refund policy

We accept returns or refunds for faulty products that arrive damaged or if they were supplied incorrectly. Change-of-mind returns or exchanges are arranged under the conditions below. Gift cards are non-returnable.

Faulty, damaged, or incorrect items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will be happy to resolve the issue as soon as possible. If the item is faulty or does not match your order, we will cover the shipping costs for the exchange. After you contact us, we will send you a shipping label by email.

Change of mind or exchange
If you do not like the item you received, or would like to exchange, you may contact us to arrange a return or exchange. The item must be completely unused and in the same condition as when you received it. For change-of-mind returns or exchanges, the customer is responsible for both the original outbound shipping costs and the return shipping costs. Please note that shipping fees are already applied when you receive the order and are therefore non-refundable.

Return eligibility
To be eligible for a return or exchange, the item must be in brand-new and unused condition, with the original barcode sticker, and in its original packaging. You must contact us at shop@iro.co.nz within 20 days of receiving your order. Please provide your order reference number and detailed information about the reason for the return, including any damage or defect. Unfortunately, if it has been over 20 days since you received your goods, we cannot offer you a refund or exchange.

Return process
Please only return your items after contacting us; your return must be approved first. If your return is approved, we will provide instructions on how and where to send your package. For faulty, damaged, or incorrectly supplied items, we will send you a prepaid return shipping label by email. For change-of-mind returns or exchanges, you are responsible for both the original outbound shipping costs and the return shipping costs. Once your return is received and inspected, we will process your refund or exchange.

Our Return Address:
PO Box 302100
North Harbour
Auckland 0751

If you have any returns-related queries, please do not hesitate to contact us at shop@iro.co.nz. We are always here to assist you.

Refunds
Once we have received and inspected the returned items, we will initiate the refund process. The refund will be applied to your original payment method, whether your credit card or any other payment method you used. Please remember that it may take some time for your bank or credit card company to process and reflect the refund in your account.

If your order was shipped with free shipping and the refunded amount causes the remaining order value to fall below $150 (our free shipping threshold), we will deduct the actual shipping cost incurred from your refund and return the remaining amount. The applicable shipping rates are: North Island urban $8, South Island urban $12, North Island / South Island rural $16.