Refund policy
Comfort Culture Return and Refund Policy
Last Updated: December 8, 2025
Thank you for shopping with us at Comfort Culture. Our Return and Refund Policy aims to ensure a smooth and transparent experience. Please review the guidelines below for eligibility, processes, and timelines for returns, refunds, and exchanges.
Scope and Contact Information
For questions regarding returns and refunds, please contact us through any of the methods below:
Email: help@comfortculture.online
Phone: +64 27 561 6261
Address: 97b Keith Street, Roslyn, 4414, Palmerston North, Manawatu, New Zealand
Policy Overview
Return Period: 30 days from delivery date.
Refund Processing Time: 7 business days from receipt.
Return Shipping Costs: Covered by the customer unless the product is defective or incorrect.
Restocking Fee: We do not charge you a restocking fee.
Order Cancellations
You may cancel your order within two hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the steps in our Return Instructions below.
Return Conditions
We offer returns under the following conditions:
Return Window: Items can be returned within 30 days of delivery.
Item Condition: We accept items in new or slightly used condition.
Receipt or Proof of Purchase: Required for all returns.
Exceptions: Certain products, such as custom or personalized items and hygiene products (e.g., undergarments), are non-returnable unless unopened and unused.
Refund request page - We have a template of the information needed to ensure the best possible experience with us. Please fill out the form on the refund request page to receive your refund the fastest.
Return Instructions
To start a return, please follow these steps:
-
Contact Customer Service: Email help@comfortculture.online with your order number, reason for return, and any supporting photos if applicable. You can also visit our refund request page
-
Receive Return Authorization: Our team will review your request and provide a return authorization and detailed instructions.
-
Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
-
Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer, or covered by us if the item is defective or incorrect. Send to this address: 97b Keith Street Roslyn, 4414 Palmerston North Manawatu, New Zealand
Refund Policy
Refund Approval: Once we receive and inspect your returned item, we will notify you regarding the approval status.
Processing Time: Approved refunds will be processed to your original payment method within 7 business days. Your bank or credit card provider may require additional time to post the refund.
Confirmation: You will receive a confirmation email once the refund is processed.
If you do not see the refund within the expected time, please check with your bank. For further assistance, contact us at help@comfortculture.online.
Exchange Policy
We offer exchanges for incorrect or defective items, as well as size changes. Contact us within 30 days of delivery. If an incorrect size was ordered, please follow the return process and then place a new order for the correct size.
Exceptions and Special Cases
Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We’ll arrange a return at no cost to you and offer a replacement or full refund as per your preference.
Incorrect Product: If you receive an incorrect item, please contact us, and we’ll cover the return shipping and send you the correct item promptly.
Lost Packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.
Processing Times
Return Window: Returns must be initiated and shipped within 30 days of receiving the item.
Inspection Period: Once received, returns are inspected promptly.
Refund Issuance: Refunds are processed to the original payment method within 7 business days after inspection.
Return Shipping Address
Please send approved returns to: Comfort Culture 97b Keith Street Roslyn, 4414 Palmerston North Manawatu, New Zealand
Contact Information
If you have further questions or require assistance with returns or refunds, please reach out:
Email: help@comfortculture.online
Phone: +64 27 561 6261
Address: 97b Keith Street, Roslyn, 4414, Palmerston North, Manawatu, New Zealand
