Returns Policy

The easiest way to return an item is to visit a physical Stevens Store, within 14 days of receiving your order. When you visit a physical Stevens store, please take your proof of purchase and we will happily provide you with an exchange or a gift card for the purchase price of the item/s you return. Nothing in this policy limits any rights and remedies you may have under the Consumer Guarantees Act.

Change of mind

Please choose carefully as we do not refund any item bought online or in store for change of mind. We are happy to exchange your items at any of our physical stores within 14 days of the date you received your order, with proof of purchase, providing the items are in their original condition.

Returning and exchanging items purchased at a physical Stevens Store

You can return most items to any of our physical stores. If you have changed your mind on an item, we are happy to exchange it for you or provide you with a gift card as long as the items are in their original condition. Items bought at a physical store cannot be returned to the online store.

Returning items purchased at the Stevens online store

You can return item/s purchased online for change of mind (excluding dangerous goods) to the Stevens online store within 14 days of receiving your order. Unfortunately, we are not able to exchange items, but will happily provide you with a gift card for the purchase price of the item, as long as the items are in their original condition.

To return an item bought online:

• Fill out the returns form provided with your purchase
• Pack the item/s you are returning using the original packaging
• Attach the Parcel Post Returns label to the package
• Drop the item/s off at your local NZ post shop

Please note: We are unable to accept items purchased at a physical Stevens store at the Stevens online store.

Returning dangerous goods

Due to New Zealand Post policy, we are unable to accept dangerous goods that are returned to us via post when they were purchased online. These goods can be returned to a physical Stevens store. If you are unable to return the goods to a physical store please contact our customer services team on 0800 801 600.

Returning items that are not in original condition or outside the 14-day timeframe

Unfortunately, with the exception of faulty items (that is, items that do not meet the guarantees under the Consumer Guarantees Act), we are unable to accept items returned that are not in their original condition or returned after 14 days of you receiving your item. If returned online, our customer services team will contact the purchaser to discuss if you would like the items to be returned to you. Any items returned under these circumstances may incur a cost to get the items to you.

Returning items from overseas

Stevens cannot exchange or accept returned items from overseas addresses. This applies to customers who bought from Stevens, while visiting New Zealand from overseas, and decided to return or exchange items once they returned home.

Faulty Items

Stevens abides by the Consumer Guarantees Act for any faulty or damaged items. Our Quality Assurance team are committed to ensuring that the items you buy from us are consistently produced in line with our rigid quality specification requirements. If your items are faulty we apologise for the inconvenience.

Please return the item/s to any of our stores. If the item was purchased online, you can return the item to any store or free post it back to us using the returns label provided with your purchase.

Consumers Guarantees Act 1993

Stevens abides by the Consumer Guarantees Act (CGA). The CGA provides guarantees relating to products supplied to consumers. The guarantees include that a product must be of acceptable quality, be fit for any purpose you tell us you need it for and reasonably fit for any purpose represented and match any sample or demonstration model and any description given of the product. The remedy you are entitled to for a breach of a guarantee under the CGA depends on the seriousness of the problem, and may include repair, replacement, or refund, or other damages.

Further details are set out at https://www.consumerprotection....

Items Damaged in Transit

If your items arrive damaged, please keep all the contents including the packaging or parcel that the items arrived in. Please contact the Stevens Customer Service team on 0800 801 600.

Gift Cards

Gift cards cannot be returned, redeemed for cash or used as payment on any Farmers Finance Card or Fixed Instalment account. Any unused value on the gift card expires 4 years after date of issue.

Please treat your gift card as cash; it cannot be replaced if lost or stolen. If you purchased a gift card online and it has not arrived please contact the Stevens Customer Service team on 0800 801 600 immediately.

Please see our full Gift Card terms and conditions.