Refund policy
Effective date: 31 May 2026
This Returns & Refunds Policy applies to orders placed with EASTERLY LIMITED (trading as Easterly) ("Easterly", "we", "us", "our"). Nothing in this policy is intended to exclude, restrict, or modify any non-excludable rights you may have under applicable consumer laws.
Business details
EASTERLY LIMITED (trading as Easterly)
NZBN: 9429053316738
Address: 6 Peterson Hill Road, 9818, Stewart Island, New Zealand
Email: hello@easterly.kiwi
Contact us first (required)
Our products are made to order and fulfilled by our production partner, Printful. Printful prints and ships your order, but Easterly manages all customer support, return requests, replacements, and refunds.
Please email us before sending anything back — return addresses can vary by product and location. Items sent without approval may be refused or returned to sender.
Email: returns@easterly.kiwi
Change-of-mind returns (made to order)
Because each item is printed specifically for your order, we do not accept returns or offer refunds for change of mind, including:
❌ Incorrect size/fit or choosing the wrong item
❌ Preference-based reasons (for example: "I don't like it")
❌ Minor color variations due to screen settings or fabric batches
Please check product descriptions and sizing details carefully before ordering.
This does not affect your rights if an item is faulty, damaged, or not as described (see "Consumer rights" below).
Sale items & gift cards
Sale / clearance items: Not eligible for return or refund for change of mind.
Gift cards: Not returnable and not refundable.
Sale items are still covered where an item is faulty or not as described (where applicable consumer law applies).
Exchanges
We do not offer direct exchanges. If you'd like a different item, size, or style, please place a new order.
If your original item is faulty, damaged, misprinted, or incorrect, we will arrange a replacement or refund (see below).
Problems with an order (damaged, faulty, misprinted, incorrect, or lost)
If there is a problem with your order, email returns@easterly.kiwi with:
- Your order number
- Clear photos of the item and any defects
- Packaging photos (if relevant)
Damaged / faulty / misprinted / incorrect items
Please contact us within 7 days of delivery so we can help quickly. We can generally support fulfillment-partner claims for these issues if reported within 30 days of delivery/receipt, so please reach out as soon as possible.
Lost in transit
If your parcel appears lost, contact us as soon as possible. Lost-shipment issues generally need to be reported within 30 days of the estimated delivery date to be eligible for a claim.
If the issue is confirmed, we'll provide an appropriate remedy such as a replacement or refund, depending on the circumstances and what is required by law.
Return conditions (where a return is approved)
If we approve a return, items must be returned:
✅ In the same condition you received them
✅ Unused/unworn, with tags attached where applicable
✅ In original packaging where possible
Returns that arrive worn, washed, used, stained, or damaged may be declined (or a partial refund may apply where permitted by law).
Return shipping
If your item is faulty, damaged, misprinted, incorrect, or confirmed lost:
We will cover return shipping where a return is necessary, or arrange a replacement where returning the item isn't required.
For EU/UK cooling-off cancellations:
Return shipping is the customer's responsibility (see EU/UK section below).
For any other return we accept:
Return shipping is the customer's responsibility unless the law requires otherwise.
We recommend using tracked shipping for returns. We are not responsible for returns lost in transit.
Refunds
Once we receive and inspect any returned item(s), we will email you to confirm whether your refund is approved.
If approved:
✅ Refunds are issued to the original payment method
✅ Please allow up to 10 business days for processing (banks and card providers may take longer to post the refund)
✅ Original shipping fees are non-refundable except where required by law (see EU/UK section for cooling-off refunds)
If more than 15 business days have passed since we approved your refund, contact returns@easterly.kiwi
EU & UK: 14-day cooling-off (right to cancel)
If your order is shipped into the European Union or the United Kingdom, you generally have the right to cancel within 14 days of delivery, for any reason and without needing to provide a justification.
How to cancel
Email returns@easterly.kiwi within 14 days of delivery with:
- Your order number, and
- A clear statement that you wish to cancel/withdraw
After notifying us, you must return the goods within 14 days.
Return shipping cost
For EU/UK cooling-off cancellations, you are responsible for the cost of return shipping, unless we failed to inform you of this before purchase or we agree to cover it.
Condition of returns
Items must be returned unworn/unused, with tags, and in original packaging, with proof of purchase.
EU/UK refund amount
If you cancel under EU/UK cooling-off rules, we will refund:
- The item price, and
- The standard outbound delivery cost (but not any upgrade to express delivery)
Model cancellation notice (copy/paste)
Subject: Cancellation of Order [ORDER NUMBER]
I hereby give notice that I withdraw/cancel my contract of sale for the following goods: [ITEMS].
Ordered on: [DATE] / Received on: [DATE]
Name: [YOUR NAME]
Address: [YOUR ADDRESS]
Date: [TODAY'S DATE]
Limitation of liability
To the fullest extent permitted by law:
Our total liability for any claim arising from your purchase shall not exceed the amount you paid for the product in question.
We are not liable for:
- Indirect, incidental, or consequential damages
- Loss of profits, revenue, or business opportunities
- Delays caused by customs, couriers, or events beyond our control
This does not affect your non-excludable consumer rights (see below).
Third-party fulfillment
Our products are manufactured and fulfilled by Printful, a third-party print-on-demand partner. While we work with trusted partners to ensure quality:
- Printful is responsible for production and initial shipping
- Easterly is responsible for customer service, returns, and refunds
- We are not liable for manufacturing defects beyond offering replacements or refunds as outlined in this policy
Consumer rights (non-excludable)
Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies that cannot be excluded under applicable consumer laws.
New Zealand:
If a product is faulty, not of acceptable quality, or not as described, you may be entitled to a remedy under New Zealand consumer law (including the Consumer Guarantees Act 1993).
Change of mind (NZ): You are not automatically entitled to a refund just because you change your mind, unless the retailer's policy says otherwise.
Australia:
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
EU/UK:
You have statutory rights under EU and UK consumer protection laws, including the right to cancel within 14 days (see above) and the right to a remedy if goods are faulty or not as described.
USA/Canada:
Consumer protection laws vary by state/province. This policy does not limit any rights you may have under applicable local laws.
Rest of World:
If you are located outside of New Zealand, Australia, EU, UK, USA, or Canada, you may have consumer protection rights under your local laws. This policy does not limit any rights you may have under applicable local laws in your jurisdiction.
Changes to this policy
We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated "Effective date." Your continued use of our website constitutes acceptance of the updated policy.
Contact us
If you have any questions about this Refund Policy, please contact us:
Email: returns@easterly.kiwi
Website: www.easterly.kiwi
Last Updated: 31 May 2026