Refund policy

Return Eligibility

• Returns are accepted only for faulty or defective items.
• Change of mind returns are not accepted.
• Items must be returned in the same condition they were sent, including all original packaging, accessories, and included items.
• You must contact us within 45 days of purchase to request a return.

How to Request a Return

1. Contact us at contact.12jam@gmail.com with your order number, a description of the issue, and clear photos or videos if possible.
2. We'll assess your claim and, if approved, provide return instructions and a prepaid shipping label – We cover return postage. Items sent back to us without first requesting a return will not be accepted.

Repair, Replacement, or Refund

• We’ll first attempt to repair the faulty item if possible.
• If repair isn’t practical, we’ll offer a replacement of the same or equivalent item if one is in stock.
• If no suitable replacement is available, we’ll issue a refund to your original payment method.
• Refunds are processed once the returned item has been received and checked.

Additional Information

• Please package returned items carefully to prevent damage during shipping.
• Items damaged due to misuse or neglect after delivery are not eligible for return.
• This policy complies with the Consumer Guarantees Act 1993 (New Zealand), which ensures your rights when goods are faulty or not as described.
• Nothing in this policy limits any rights you have under New Zealand consumer law.