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This page covers change-of-mind returns for orders delivered within New Zealand. If your item arrived faulty, damaged or incorrect, please don't use the returns portal. See our Warranty & Faulty Items page or contact our team, and we'll take care of it at no cost to you.
30-Day Window to Request a Return
You can request a change-of-mind return within 30 days of delivery. We use the delivery date shown in your tracking. If no delivery date is available, we treat delivery as having occurred 10 business days after dispatch.
To be eligible, items must be unused, in their original condition and in their original packaging.
Items must be returned complete, with all parts, accessories and packaging included, and any sealed components (such as batteries) unopened. If an item arrives incomplete or with sealed components opened, we may deduct the cost of replacing them from your refund.
Product packaging must also be in resaleable condition. If it arrives damaged, written on, taped or labelled, or otherwise not in a condition we can resell, we won't be able to accept the return or issue a refund. Please place the product box inside a separate shipping carton or satchel so it's protected in transit.
If we decline a return, we'll let you know by email. You can arrange for the item to be sent back to you at your cost within 30 days. After that, we may dispose of it.
How to Start a Return
- Log in to your account at account.dulora.com and submit your return request.
- We'll email you a Return Authorisation Number, along with return instructions and the address of our Sydney warehouse.
- Write your Return Authorisation Number clearly on the outside of your shipping carton or satchel, not on the product packaging.
Please don't send items back without a Return Authorisation Number, as we may not be able to identify or process them.
30 Days to Send Approved Returns
Once your return is approved, you have 30 days to send the goods back to us. We recommend booking your return within a few days of receiving your Return Authorisation Number.
If your approved return doesn't reach us within 30 days of approval:
- It will be refunded as store credit only, not to your original payment method.
- Returns received well outside this window may not be accepted, and you may be asked to arrange collection at your own cost.
Return Postage and Customs
Return postage for change-of-mind returns is at your cost. As your return is sent to Australia, please use a tracked international service and mark your parcel as "returned goods" on the customs declaration. If we're charged import duty or taxes because a return wasn't declared correctly, that amount will be deducted from your refund.
Refunds and Store Credit
Once your return arrives, we'll inspect it within 7 business days and email you to confirm the outcome.
- Refunds are made to your original payment method in NZD and usually appear within 5 to 10 business days, depending on your bank. If you paid with a pay-later service such as Afterpay or Klarna, the refund goes back to that provider, which will adjust your instalments.
- Store credit is added to your account as soon as your return is approved, and it doesn't expire.
Shipping Costs on Returned Orders
Shipping charges you paid at checkout are not refunded for change-of-mind returns.
If your order shipped free, we paid the delivery cost on your behalf, so a shipping deduction may apply when you return it:
- Full returns: we deduct the actual shipping cost we paid for your order.
- Partial returns: if the items you keep still qualify for free shipping to New Zealand, no deduction applies. If they fall below the free shipping threshold, we deduct the actual shipping cost.
The deduction will never exceed the amount being refunded.
Outlet and Clearance Items
Products marked with an Outlet badge are clearance items sold at a reduced price. They can be returned for store credit only, provided they're unused and in their original packaging.
If a clearance item has sold out and been discontinued by the time your return is assessed, we can't accept the return, as we're unable to resell it. We'll let you know by email.
Items We Can't Accept for Change of Mind
- LED bulbs, string lights and dimmers that have been installed or used
- Discontinued items
- Products not in their original packaging
If any of these items are faulty, your rights under the Consumer Guarantees Act still apply. See our Warranty & Faulty Items page.
No Direct Exchanges
We don't offer direct exchanges. To swap a product, return your original item and place a new order for the one you'd prefer.
Refused or Undeliverable Parcels
If your parcel comes back to us because the delivery address was incorrect or incomplete, delivery was refused, customs charges weren't paid, or it wasn't collected in time, we'll refund the product price less:
- the original shipping cost (if your order shipped free, the actual shipping cost we paid), and
- a return-to-sender fee of NZD $20.
The same deductions apply if you cancel your order once it's on its way back to us. Please double-check your delivery address at checkout.
Your Rights Under New Zealand Law
Our products come with guarantees under the Consumer Guarantees Act 1993 that can't be excluded. If a product has a substantial failure, you can choose a refund or a replacement. For other failures, we'll repair, replace or refund the product within a reasonable time.
These rights apply regardless of the timeframes and conditions on this page, including for Outlet and discontinued items. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. For more information, visit Consumer Protection.
Contact Us
Have a question about a return? Contact our team or call +64 9 875 7128.
Liquidleds Lighting Pty Ltd trading as Dulora
ABN 83 140 262 951