Refund policy
Returns & Refunds
We want you to love what you ordered. If something isn't right, we'll do our best to fix it!
Change of Mind Returns
If you've changed your mind, we accept returns within 30 days of delivery, provided the item is:
- Unworn and unwashed
- In its original condition with all tags attached
- Returned in its original packaging
To start a return, email us at support@lonelytrack.co.nz with your order number and reason for return. We'll reply with instructions.
Please Note: Return shipping costs are the responsibility of the customer for change-of-mind returns. We recommend using a tracked service - we can't accept responsibility for items lost in transit on the way back to us.
Once we receive and inspect the item, we'll issue a store credit or refund depending on your preference. Refunds will be processed via the same method original payment way made.
Faulty or Damaged Items
If your item arrives faulty, damaged, or not as described, we'll sort it!
Under the New Zealand Consumer Guarantees Act, you're entitled to a remedy if a product doesn't meet the guarantees it's sold with. Depending on the nature of the fault, there may be a repair, replacement, or full refund required.
To report a fault, email support@lonelytrack.co.nz with your order number and a photo of the issue. We'll cover the cost of return shipping for all faulty or damaged items.
Exclusions
The following items cannot be returned for change-of-mind reasons:
- Headwear (beanies and caps); for hygiene reasons
- Items that have been worn, washed, or altered
- Items purchased on a Clearance Sale
- Items returned outside the 30-day window
These exclusions do not affect your rights under the New Zealand Consumer Guarantees Act for faulty goods.
Exchanges
We're happy to exchange for a different size or colour where stock is available. Start the process by emailing support@lonelytrack.co.nz. Please note: Exchanges are not available for items purchased on a Clearance Sale.
Australian Orders
Australian customers are covered by the Australian Consumer Law (ACL), which provides equivalent protections to New Zealand's Consumer Guarantees Act. The same process applies - email us and we'll look after you.
For change-of-mind returns from Australia, the customer is responsible for return shipping to our nearest warehouse.
Refund Processing
Once your return is received and approved:
- Store credit is issued immediately
- Refunds to original payment method are processed within 5–7 business days - your bank's processing times may vary
Contact
Email: support@lonelytrack.co.nz
We aim to respond to all enquiries within 1–2 business days.