Refunds & Returns Policy

ReShopMe Limited · Edition 12 August 2026 · supersedes the edition of 10 August 2026

ReShopMe is a marketplace for preloved fashion. We know that neither buyers nor sellers enjoy returns, but a clear, fair process protects everyone. This Policy sets out exactly when you can obtain a refund, how to ask for one, and what is and is not covered.

1. About this Policy

1.1 ReShopMe Limited ("ReShopMe", "we", "us" or "our") operates an online marketplace that connects individual sellers of preloved (second-hand) fashion with buyers. This Refunds & Returns Policy ("Policy") explains when and how you may obtain a refund for a purchase made through ReShopMe.

1.2 This Policy must be read together with, and forms part of, our Terms and Conditions (and our Shipping information). Where this Policy and the Terms and Conditions address the same matter, they are intended to be read consistently.

1.3 Clauses 2 to 12 apply to physical goods bought from a seller on the marketplace. Nothing intangible is sold between users. Clause 13 applies to the services ReShopMe supplies directly — our content tools and the credit that pays for them — which are ours, not a seller's, and are dealt with separately.

1.4 By placing an order through ReShopMe you agree to this Policy. If you do not agree, please do not purchase.

1.5 We may update this Policy from time to time. The version that applies to your order is the one published on our website when you place that order. The date this Policy was last updated appears at the top of the document.

2. Our refund approach

2.1 Refunds only. Where you are entitled to a remedy under this Policy, that remedy is a refund. We do not offer exchanges, replacements, store credit or credit notes.

2.2 Change of mind is not covered. If you simply change your mind, or decide an item does not suit you or is no longer wanted, you are not entitled to a refund or return. You are welcome to re-list the item for sale on ReShopMe.

2.3 How refunds are paid. Approved refunds are made to your original payment method. Depending on your bank or card provider, the refund may take several business days to appear.

2.4 Buyer protection. To protect buyers, ReShopMe holds the money you pay for an order and does not release it to the seller until after your item is delivered and the window to report a problem (clause 4) has closed. This is what allows us to refund you directly when a claim is upheld.

2.5 Currency. ReShopMe operates in New Zealand dollars (NZD). Prices, shipping, any Checkout Plus Advantage fee, the cover caps in clause 9 and all refunds are charged and paid in NZD, wherever you or the seller are located.

2.5.1 If your card or account is held in another currency, your bank or card provider converts the amount at its own rate. That conversion, and any fee or exchange-rate difference it involves, is a matter between you and your provider. A refund returns the NZD amount you were charged, so the amount you receive in your own currency may differ from what you originally paid.

3. When you are covered — the two types of claim

3.1 You may be entitled to a refund in either of the situations below. Each is called a "claim".

3.2 Item Not Received (INR).

3.2.1 An INR claim applies where you have paid for an item but it has not been delivered to you.

3.2.2 Because the goods never reached you, there is nothing to return.

3.2.3 An INR claim is assessed against the carrier's tracking record (see clause 6).

3.3 Substantially Different or Damaged (SDD).

3.3.1 An SDD claim applies where the item you received:

(a) is significantly different from the seller's listing — for example the wrong item, a materially different item, or undisclosed damage, wear, fault or defect; or

(b) arrived damaged.

3.3.2 An SDD claim requires you to return the item so that the seller can inspect it before a refund is issued (see clause 8).

3.4 Fakes and replicas. ReShopMe has zero tolerance for counterfeit goods. An item you reasonably believe to be fake or a replica is treated as an SDD claim. If confirmed, you will receive a full refund, and we may direct how the item is to be returned or disposed of.

3.5 Misleading generated imagery. Where a listing's photographs or video were produced with our content tools and do not depict the actual item — for example a defect removed by generation — that is an SDD claim, and the fault is the seller's: clause 16 of the Terms and Conditions sets out what follows for the seller.

4. Time limits for making a claim

4.1 The 72-hour window. You must report a problem within 72 hours. If you do not report within this window, you lose your right to a refund under this Policy.

4.2 SDD claims run from delivery. For an SDD claim, the 72-hour window starts when the carrier records your parcel as delivered.

4.3 INR claims run from the expected delivery date. For an INR claim, the 72-hour window starts at the end of the carrier's latest estimated delivery date.

4.3.1 You cannot file an INR claim before the estimated delivery date has passed — until then, the item is simply still on its way.

4.3.2 If the carrier delays the estimated delivery date, the window moves with it. A parcel that is running late but still expected cannot be claimed as not received.

4.4 Orders with more than one seller. Where an order contains items from more than one seller, each seller's parcel is treated separately and each claim window is measured against that seller's parcel.

4.5 We may, at our sole discretion, consider a claim made outside the window in exceptional circumstances, but we are not obliged to do so.

5. If your item is never sent (automatic protection)

5.1 Sellers are required to dispatch your item promptly and to provide tracking.

5.2 A seller's item is treated as dispatched only when the carrier scans the parcel as collected or, where the seller arranges their own postage, when the seller enters a valid tracking number. A shipping label that has been created but not lodged with the carrier does not count as dispatched.

5.3 If a seller has not dispatched your item, we send the seller reminders and flag the order for review.

5.4 Automatic refund. If the seller still has not dispatched your item by the tenth (10th) day after your purchase, we will automatically refund you in full — the price of the goods and the shipping you paid — without you needing to make a claim.

5.5 This automatic protection is specific to non-dispatch. Once an item has been dispatched, the claim types and time limits in clauses 3 and 4 apply instead.

6. Proof of delivery and losses after delivery

6.1 What proof of delivery means. The carrier's delivery record — such as a signature, a barcode or scan at the delivery point, or a delivery photo — is proof of delivery.

6.2 Proof of delivery defeats an INR claim. If tracking shows your parcel as delivered before the end of the latest estimated delivery date, we treat it as received and an INR claim will not be upheld. If the item is wrong or damaged, an SDD claim may apply instead.

6.3 Insurance and carrier cover end at delivery. Transit insurance and carrier liability cover a parcel up to the point of delivery only. Once an item is delivered, that cover is discharged.

6.4 Loss or theft after delivery is your risk. Loss, theft or damage occurring after delivery is not covered and will not be refunded. This includes a parcel left unattended.

6.5 Unattended delivery is your choice. Where the carrier offers the choice, you may choose at checkout between an unattended ("leave at door" / authority to leave) delivery and a signature-required delivery. If you choose an unattended delivery you accept the risk of loss or theft after the parcel is left. This is disclosed to you in your cart before you pay.

7. How to make a claim

7.1 Contact the seller first (encouraged). Many issues are resolved quickly by messaging the seller through ReShopMe chat.

7.2 Report a problem. To make a formal claim, open your order under Tracking / My Orders and select "Report a problem" within the time limit in clause 4. Choose the claim type (INR or SDD), select the affected item(s), and describe what went wrong.

7.3 Evidence. For an SDD claim, please provide clear photographs of the item and its packaging. We may ask for further information.

7.4 What happens next. We assess your claim against the listing, the tracking record and any evidence. For an SDD claim the return process in clause 8 applies (and, if you have Checkout Plus Advantage, the shipping cover in clause 9).

8. Returning an item (SDD claims)

8.1 Return it tracked. All ReShopMe deliveries are tracked. If an SDD claim is upheld you must return the item using a tracked service and keep your postage receipt. The seller confirming they have received it is what triggers your refund.

8.2 Who pays for the return. Unless you have Checkout Plus Advantage for that seller (clause 9), you return the item to the seller at your own cost. With Checkout Plus Advantage your return postage is covered — a prepaid label on a domestic return, or reimbursement up to the cap on an international return.

8.3 Your responsibility for the return. Return the item in the same condition in which you received it, packed carefully in appropriate materials. You remain responsible for it until it is scanned into the carrier's network, so keep your proof of postage.

8.4 Items worn or used. Items are not eligible for refund if they have been worn, washed, altered or used beyond what is reasonably necessary to inspect them, unless the item is faulty.

8.5 Seller inspection. When the seller receives the returned item they inspect it. Your refund is issued once the return is confirmed as consistent with your claim.

8.6 If a return does not match the claim. If, on inspection, the item is materially as described and undamaged, the claim may be declined and no refund issued.

8.7 Unresponsive seller. If a seller does not provide what is needed to complete a return within a reasonable time, ReShopMe may step in and refund you directly.

9. Checkout Plus Advantage (optional shipping cover)

9.1 What it is. Checkout Plus Advantage is optional cover that protects your shipping costs if a purchase turns out to be damaged or not as described.

9.2 It applies per seller. Cover is added for each seller separately. In a cart with items from several sellers, each seller is covered on its own, with a separate fee for each.

9.3 Two ways it applies.

9.3.1 Added by you at checkout — you may add Checkout Plus Advantage for a seller at checkout for NZ$5.00 per seller. The fee is the same wherever you or the seller are located.

9.3.2 Included by the seller — a seller may choose to include it on their listing at their own cost (shown on the product page), so you get the cover free on that seller's items.

9.4 What it covers. On a validated SDD claim for a covered seller, in addition to the refund of the goods, we:

(a) refund the outbound shipping you paid for that seller's parcel, up to the cap; and

(b) cover your return postage up to the cap — a prepaid label on a domestic return, or reimbursement of your tracked, receipted cost up to the cap on an international return.

9.5 The cap. The cap is NZ$35.00, applied to each of the outbound and return legs, per claim. The cap is the same wherever you or the seller are located, and is paid in NZD (clause 2.5). Where your return postage is charged in another currency, we reimburse the tracked, receipted cost converted to NZD at the rate applying when we assess your claim, up to the cap.

9.6 Without it. Without Checkout Plus Advantage, a validated SDD refunds the price of the affected items only: outbound shipping is not refunded, and you return the item at your own cost (clause 8.2).

9.7 Cover does not change the seller's responsibility. Checkout Plus Advantage protects your shipping costs; it does not protect a seller from the consequences of misdescribing an item. Where a validated SDD claim results from the seller's fault, the goods refund and the shipping amounts we pay under this cover are recoverable from that seller (clause 11.4). A seller who includes Checkout Plus Advantage on their listings remains fully responsible for describing items accurately, including their faults.

10. Refund amounts

10.1 Goods. Every validated claim refunds the price you paid for the affected item(s).

10.2 Shipping. Your original outbound shipping is refunded on an INR claim and on the automatic non-dispatch refund (clause 5). On an SDD claim, shipping is refunded only if you have Checkout Plus Advantage for that seller (clause 9); otherwise the SDD refund is the goods only. Change-of-mind shipping is never refunded.

10.3 Partial refunds. Where you and the seller agree that you will keep an item despite a minor issue, a partial refund may be offered. Any partial refund is at ReShopMe's final discretion, calculated on the extent of the issue (for example, the degree of undisclosed damage or wear).

10.4 How a refund is funded. How a refund is funded is a matter between ReShopMe, the seller and the carrier or insurer, and does not affect your entitlement or the amount you receive.

11. Disputes and our decision

11.1 We aim to resolve every claim fairly and promptly.

11.2 Where a buyer and seller cannot agree, ReShopMe reviews the claim and makes a decision. The decision whether to issue a full or partial refund, and the amount, is at ReShopMe's sole discretion.

11.3 Misuse. We monitor for misuse of this Policy, including fabricated claims, "wardrobing" (using an item and then returning it), serial or abusive returns, and false non-delivery claims. We may decline claims and may suspend or close accounts where we reasonably believe this Policy is being abused. The same applies to sellers: repeated validated seller-fault claims may result in loss of the ability to include Checkout Plus Advantage on listings, listing suspension, or account closure.

11.4 Costs of seller fault are recoverable from the seller. Where a validated claim results from the seller's fault — such as undisclosed damage or an item substantially different from its listing — the refund of the goods and any shipping amounts we pay in connection with the claim (including an outbound shipping refund and a prepaid return label or return-postage reimbursement under clause 9) are recoverable from the seller, including by deduction from the seller's proceeds or reserve.

11.5 Dispatch evidence. We recommend every seller photographs each item and its packaging at the time of packing. In an SDD dispute, dispatch photographs are the seller's evidence of the condition in which an item was sent, and are what allows damage in transit (met by the carrier or insurer) to be distinguished from a pre-existing fault (met by the seller under clause 11.4). A seller who includes Checkout Plus Advantage on their listings (clause 9.3.2) must keep dispatch photographs for each order and produce them on request; a seller who cannot produce dispatch evidence may be treated as unable to show that the item left them in the condition described.

12. Import charges on parcels that cross a border — NEW

12.1 When we collect it, it is included. On most cross-border parcels we are required to charge the destination country's GST at checkout. Where that charge is shown to you before you pay, it is included in what you paid and there is nothing further to pay on delivery.

12.2 When we do not, the carrier will. On higher-value parcels the destination's customs service assesses GST and duty on arrival instead, and we are not permitted to charge it. In that case we tell you before you pay, and the import charges are payable by you to the carrier before your parcel is released.

12.3 Unpaid import charges are not a claim. A parcel delayed, refused or returned because import charges were not paid is not an INR claim and is not refunded under this Policy. If the parcel is returned to the seller, we will refund the price of the goods less any cost incurred in the return.

12.4 Import charges are set by the destination country, not by us, and are not part of our fees.

13. Our own services — content tools and credit — NEW

13.1 What this clause covers. ReShopMe sells credit that pays for our content tools, which sellers use to produce listing photographs and promotional video. That is our own service, not a purchase from a seller, so clauses 2 to 12 do not apply to it.

13.2 Failed generations are re-credited. If a generation fails or does not complete, we return its cost to your credit balance. That is a re-credit, not a refund.

13.3 Credit is not refunded on request. Once purchased, credit is not refunded because you have changed your mind or no longer wish to use the tools. It has no expiry date and remains available while your account is in use.

13.4 If your account goes quiet, we give the balance back. If you do not sign in for 24 months we retire your credit facility and return the remaining balance to you, less a service fee covering the cost of doing so: the higher of NZ$35 and the bank charges we incur to send the funds to your nominated bank account. The fee will never exceed your balance, so retirement can never leave you owing us anything.

13.5 We warn you first. We email the address on your account at 21, 22 and 23 months after your last sign-in. Each email tells you the date this will happen and what your balance is. Signing in stops it — any sign-in resets the 24-month period.

13.6 How we return it. We return the balance to an account in your own name, and we may need to verify that account before we can pay it out. Because the payment is made long after your original purchase, we usually cannot return it to the card you paid with, so we may ask you for bank account details.

13.7 If we cannot reach you. If we cannot reach you, or you do not provide an account we can pay, the balance remains money we owe you. We do not keep it. It is dealt with under the Unclaimed Money Act 1971, which requires unclaimed money to be paid to Inland Revenue, from whom you may claim it.

13.8 Closing your account. If you close your account while holding a credit balance, clauses 13.4 to 13.7 apply as though the account had been retired, without waiting 24 months.

14. Your statutory rights

14.1 Nothing in this Policy limits or excludes any right or remedy you may have under consumer laws that cannot lawfully be excluded, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 in New Zealand, and the Australian Consumer Law for buyers in Australia. This Policy applies to the fullest extent permitted by law.

15. Contact us

15.1 If you need help, contact ReShopMe support at support@reshopme.com.