Refund policy

Last updated: 17 August 2026

At Glue Guru, we want you to be happy with your purchase. If there is a problem with your order, please contact us and we will work with you to resolve it as quickly as possible.

Damaged Items

If your order arrives damaged during delivery, please contact us within 48 hours of receiving your order. Please include:

• Your order number

• Photos showing the damage

• Photos of the packaging where relevant

• A brief description of the issue

Once we have reviewed the information, we will arrange an appropriate replacement or refund as quickly as possible.

Please do not dispose of the damaged product or packaging until you have contacted us, as we may require additional information to process your claim.

Faulty or Defective Products

If you believe a product is faulty or defective, please contact us as soon as reasonably possible with your order number, details of the issue and, where possible, supporting photos.

We will assess the issue and work with you to provide an appropriate remedy, which may include a replacement, repair or refund depending on the circumstances.

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or any other applicable New Zealand consumer law.

Incorrect Items

If you receive an incorrect item, please contact us as soon as possible with your order number and photos of the item received.

We will arrange the appropriate next steps with you.

Change of Mind Returns

We are not automatically required to provide a refund or exchange if you simply change your mind about a purchase.

If you would like to request a change-of-mind return, please contact us before returning any products. We will let you know whether your return can be accepted and provide return instructions where applicable.

Please do not send products back without contacting us first.

Refunds

Where a refund has been approved, it will be processed back to the original payment method used for the purchase.

A restocking fee may apply to approved returns in certain circumstances, such as change-of-mind returns or incorrectly ordered products. Where applicable, we will advise you of any restocking fee before your return is processed.

Restocking fees will not affect any rights or remedies you may be entitled to under the New Zealand Consumer Guarantees Act 1993.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account after it has been processed.

How to Contact Us

If you need to request a return, refund, replacement or assistance with an order, please contact the Glue Guru team:

Email: enquires@glueguru.co.nz

Phone: +64 9 4444 4878

Please include your order number when contacting us so we can assist you as quickly as possible.

Your Consumer Rights

Our refund and returns policy is in addition to your rights under applicable New Zealand consumer law.

Where the Consumer Guarantees Act 1993 applies, you may be entitled to a repair, replacement, refund or other remedy if goods do not meet the guarantees required by law.