Refund policy

Returns & Refunds We want you to feel confident shopping with Partna. This policy applies in addition to any rights you have under the New Zealand Consumer Guarantees Act 1993 and other applicable consumer law. Nothing in this policy limits those rights.

Change-of-mind returns
Because our products are intimate and personal-use items, we cannot accept a change-of-mind return once the hygiene seal or product packaging has been opened, damaged or removed. Unopened, unused items in their original sealed packaging may be returned within 14 days of delivery. Please contact us before sending anything back. Approved change-of-mind returns are sent at the customer's cost. Original delivery charges are not refundable.

Faulty, damaged or incorrect items
If your item is faulty, unsafe, materially different from its description, damaged in transit, or not the item you ordered, please contact us as soon as reasonably possible with your order number and a description of the issue. Photos or video may help us assess the problem, but providing them does not limit your statutory rights. Where required by law, we will provide an appropriate remedy, which may include repair, replacement or refund, at no additional cost. If an item is confirmed faulty or incorrect, Partner will cover reasonable return delivery costs.

Items that cannot be returned for change of mind
Opened or used intimate products, items with a broken hygiene seal, gift cards, clearance items marked final sale, and products damaged through misuse or failure to follow the instructions cannot be returned for change of mind. This exclusion does not apply where consumer law requires a remedy.

How to request a return
Email us at yuming970327@gmail.com with your order number and reason for the request. Do not send a return until we have provided return instructions. Returned items remain your responsibility until received, so we recommend tracked delivery.

Refunds
Once an approved return is received and inspected, we will confirm the outcome by email. Approved refunds are issued to the original payment method. Processing times vary by payment provider. We do not offer store credit instead of a remedy where you are legally entitled to a refund.

Cancellations
Contact us as soon as possible if you need to cancel an order. We can only cancel an order before it has entered processing or been dispatched. Your rights for faulty or misdescribed goods are unaffected.