Refund Policy

You may return any item within 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund, exchange or a credit note.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and tags.

To complete your return, we require a receipt or proof of purchase.

To return your product, you should email us stating the reason of return at: and mail your product to: XPLAIN, 18B Osborne Street, Newmarket, Auckland 1023. For urgent enquires, contact us on 09-524-0287.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

x-Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at:

x-Sale items

Sale items may not be returned or exchanged, all sales of discounted items are final.

x-Faulty Items

Please contact us as soon as you notice the fault.

Once we receive the item we will replace or refund the item within 5 working days of receipt.

If the item is faulty we will refund to you the costs of returning the item and cover all shipping costs for the replacement.



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