Returns Policy
At Stevens, we stand by the quality of our product. Your satisfaction is important to us.
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.
Change of Mind
Please choose carefully as we do not refund any item bought online or in store, unless it is faulty. 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 items purchased online
You can return your online purchase to the online store or a physical Stevens store.
Return to the Stevens online store
You can return item/s purchased online 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.
If the item/s is faulty, we will meet our obligations under the Consumer Guarantees Act to provide a remedy.
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.
Dangerous goods include some home fragrances.
Returning items purchased at a physical Farmers store
You can return 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 that are not in original condition or outside the 14-day timeframe
Unfortunately, with the exception of faulty items, 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
Farmers cannot exchange or return items from overseas addresses. This applies to customers who bought from Farmers, while visiting New Zealand from overseas, and decided to return or exchange items once they returned home.
Faulty Items
The Farmers Trading Company Ltd 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, including fabrication, construction and fit. 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
The Farmers Trading Company Ltd abides by the Consumer Guarantees Act for any faulty or damaged items.
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 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 2 years after date of issue.
Please treat your gift card as cash; it cannot be replaced if lost or stolen
Please see our full Gift Card terms and conditions.