Returns & Exchanges

If purchased from a retailer, please see them for Returns & Exchange advice. For any clarification please email us and we will get back to you in 24hrs. 

IPP NZ is proud to offer a hassle-free Returns Policy on all of our full-priced products. 

Free Size Exchanges:
If you've made necessary checks (size charts etc.) and your item(s) still don't fit, no stress. Fitting can be tough over the internet! IPP NZ are happy to Express Exchange any Full-Price Apparel (Bras/Tights/Shorts etc., excluding socks) or Shoes over $150 for the next size up/down if you feel that it is an incorrect fit for your size. We just ask for you to let us know - and we will get the requested item size back to you free of charge along with a Return Bag enclosed for the ill-fitting items to be returned to us. 

NOTE: Anything <$150 to be shipped back by customer w/ free return service supplied by IPP NZ if a size exchange is available. Otherwise Store Credit will be issued. Under no circumstances will worn/used product be accepted for return/size-exchange.

Change of Mind Returns:
If you wish to return your item for ANY reason, you may do so within 30 days, in as-new, re-saleable condition with all original packaging, tags and labels intact and attached. 

We will be able to send you a pre-paid postage label for you to use for the return of the items, so it’s at no cost to you. If you request a “Change of Mind” return to the email below, this will prompt the returns team to issue you with a prepaid label in due time. Upon receipt of the items to our returns address, your return will be processed in 24 hrs.  

NOTE: “Sale” items cannot be returned for refund, but can be exchanged or turned into Store Credit. Worn/used items cannot be returned/exchanged in any circumstances.

Store Credits:

  • Are valid for 12 months use from code issue, and can be used on any of the items listed on IPP NZ.
  • Any additional shipping fees paid on the original order will not be credited.

Refunds:         

  • Are only able to be processed to the original payment method from which you originally paid
  • Any additional shipping fees paid on the original order will not be refunded.

Mistakenly Sent Items:
If you believe you have been sent an item in error, please respond to your order confirmation email, detailing the items which have been omitted/sent in error, as well as the items which you were meant to have received. We will ensure you are sorted in no time at all!

Faulty Product:
We aim to only stock brands and products of the absolute highest quality, but faults/defects can still occur due to a lot of our products being hand-made in a mass-production setting. If you believe there has been a failure of your product with normal use/conditions in the first 90-days, send through pictures to our Returns Portal and we will be able to assess the fault & notify you within 24hrs, sending a replacement out with return postage paid if a manufacturer’s defect is found to be the cause of the fault. 

If no fault is found, or it is found to be caused by wear & tear or abuse – we will notify you and apply Shipping & Handling cost of $15.00 to your account.

Beyond the 90-day period, we request that the item is returned to us at the customer’s cost, where we will perform a physical assessment & reserve the right to repair or replace the product, due to the age of the product. If a manufacturing fault is found, we will repair/replace at our discretion and ship it back to you at no cost. If no fault is found, or it is found to be caused by wear & tear or abuse – we will notify you and ship the original item back to you at a Shipping & Handling cost of $15.00.

We are unable to perform product warranties or replacements on items which were purchased more than 12 months ago, unless the packaging/paperwork included with the product states otherwise. If this is the case, please use the email contact form to let us know what has happened, and we will sort you out as soon as possible.

Returns Exclusions:

We are unable to process any returns or exchanges on the following items, unless there is a manufacturing fault/defect present.

  • Hydration Items (Bladders, Bottles, Flasks which have been filled with liquid)
  • Underwear (Undies, Bras, Togs)
  • Food Items (Even in original packaging)
  • Shoes which have been worn outside or on a marking surface
  • Any other used item which is not returned in the as-new, re-saleable condition it was sent in, or any new item returned without provided tags/packaging.

If your item is incorrectly returned, and we classify it as one of the above items, the product will be returned to you at a Shipping & Handling cost of $15.00.

Further Notes from IPP NZ:

Our Returns Policy includes, and does not seek to exclude or limit, the rights you have under the New Zealand Consumer Law. Our goods come with guarantees that cannot be excluded under the New Zealand Consumer Law. The warranties and product support that we offer and provide pursuant to our Terms and Conditions are in addition to the consumer warranties and guarantees under the New Zealand Consumer Law.