Last updated: September 19, 2026
This Return and Refund Policy applies to purchases made from the online store operated by PINK ROBIN LIMITED.
We want our customers to shop with confidence. Please review this Return and Refund Policy carefully before making a purchase.
Nothing in this policy is intended to exclude, restrict or limit any mandatory consumer rights available under applicable consumer protection law.
1. 30-Day Return Policy
We offer a 30-day voluntary return period for eligible products.
You may request a return within 30 days from the date you receive your order.
To qualify for a voluntary return, the product should generally:
- Be in the same condition in which you received it;
- Be unused, unworn and undamaged;
- Include all original accessories, components, manuals and other included items;
- Include original tags or labels, where applicable;
- Be returned in its original packaging where reasonably possible; and
- Be accompanied by a receipt, order confirmation or other valid proof of purchase.
Products showing excessive use, damage, alteration or missing components may not qualify for a full refund, except where mandatory consumer rights apply.
Our voluntary 30-day return policy does not reduce or replace any statutory rights available to you under applicable consumer law.
2. How to Request a Return
Before sending a product back, please contact us to request return authorization and return instructions.
Email: support@orjhg.shop
Telephone: +64 21 548 9451
Please provide:
- Your full name;
- Your order number;
- The email address used for the order;
- The product you wish to return;
- The reason for the return; and
- Photographs or videos where the return concerns damage, defects, missing items or an incorrect product.
Please do not send a product back before receiving the applicable return instructions.
Unauthorized returns or parcels sent to an incorrect address may be delayed or refused where permitted by applicable law.
3. Return Address
Unless we provide a different authorized return address in your return instructions, approved returns should be sent to:
PINK ROBIN LIMITED
5 Peart View
Saint Johns
Auckland 1072
New Zealand
Company Number: 5866795
NZBN: 9429042120810
Please contact us before shipping any return.
Do not send returns on a cash-on-delivery, postage-due or collect-on-delivery basis unless we have expressly agreed to this in advance.
4. Damaged, Defective or Incorrect Products
Please inspect your order as soon as reasonably possible after delivery.
Contact us promptly if:
- Your product arrives damaged;
- The product appears defective;
- You receive the wrong product;
- Parts or accessories are missing; or
- The parcel shows significant transportation damage.
When contacting us, please provide your order number together with clear photographs or videos showing the issue where reasonably possible.
We will review the information and provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include:
- Repair;
- Replacement;
- Return;
- Price reduction; or
- Refund.
If a return is required because we supplied a defective, damaged, incorrect or otherwise non-conforming product, we will cover reasonable return shipping costs where required by applicable law.
5. Non-Returnable Products and Exceptions
Certain products may not qualify for voluntary returns where permitted by applicable law.
These may include:
- Products made to the customer's specifications or clearly personalized;
- Products that are liable to deteriorate or expire rapidly;
- Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed;
- Products that have become inseparably mixed with other items after delivery;
- Sealed audio, video or computer software products after the seal has been removed;
- Digital content or services where applicable cancellation rights have been lost following valid consent;
- Gift cards, where legally permitted; and
- Other products excluded from return under applicable consumer law.
These exclusions do not affect your mandatory rights regarding defective, damaged, incorrect or non-conforming goods.
If you are unsure whether a product can be returned, please contact us before sending it back.
6. Return Shipping Costs
Change-of-Mind Returns
For voluntary change-of-mind returns under our 30-day return policy, customers are generally responsible for the direct cost of returning the product, unless otherwise required by applicable law or agreed by us.
Return costs may include:
- Postal charges;
- Courier fees;
- Appropriate packaging expenses; and
- Other direct costs associated with returning the product.
We recommend using a secure and trackable shipping service and retaining your shipping receipt and tracking number until your return has been completed.
Defective, Damaged or Incorrect Products
You will not normally be required to pay reasonable return shipping costs where the return is caused by:
- A defective or non-conforming product;
- A product damaged before or during delivery;
- An incorrect product supplied by us;
- Missing components or accessories; or
- Another confirmed error attributable to us.
Please contact us before returning such products so that we can provide the appropriate instructions.
7. Exchanges
If you want a different product, size, model or variation, please contact us.
Depending on product availability, we may either:
- Arrange a direct exchange; or
- Ask you to return the original product and place a new order after the return has been approved.
Product availability cannot be guaranteed until a replacement order has been confirmed.
Any mandatory rights relating to defective or non-conforming goods remain unaffected.
8. Return Inspection
After we receive your returned product, we may inspect it to determine whether it meets the applicable return requirements.
We will notify you when the return has been reviewed.
For voluntary returns, products may be refused or a reasonable deduction may be made from the refund where permitted by applicable law if the product:
- Has been damaged after delivery by the customer;
- Shows use beyond reasonable inspection;
- Is missing accessories or components;
- Has been materially altered; or
- Has suffered a reduction in value due to unnecessary handling.
This provision does not limit mandatory consumer rights.
9. Refunds
Once we receive and inspect your returned product, we will notify you whether the refund has been approved.
If approved, the refund will normally be processed within 10 days after approval.
Where possible, the refund will be issued using the original payment method used for the purchase.
Your bank, card issuer or payment provider may require additional processing time before the refunded amount appears in your account.
We do not charge a separate refund processing fee.
If more than 15 days have passed since we confirmed approval of your refund and you have not received it, please contact us:
Email: support@orjhg.shop
Telephone: +64 21 548 9451
10. Order Cancellations
If you wish to change or cancel an order before it has been shipped, please contact us as soon as possible.
We will make reasonable efforts to assist you, but we cannot guarantee that an order can be changed or cancelled once it has entered processing or has been dispatched.
Any cancellation or consumer rights available under applicable law remain unaffected.
11. Refused or Unclaimed Deliveries
Refusing delivery or failing to collect a parcel does not necessarily constitute a valid return or cancellation request.
If you wish to cancel or return an order, please contact us directly and clearly communicate your request.
Additional reasonable costs resulting from an unjustified refusal, incorrect delivery information or failure to collect an order may be deducted from a refund or charged where permitted by applicable law.
Mandatory consumer rights remain unaffected.
12. Proof of Purchase
We may request reasonable proof of purchase before processing a return, replacement or refund.
Acceptable proof may include:
- Order confirmation;
- Order number;
- Purchase receipt;
- Payment confirmation; or
- Other information reasonably sufficient to identify the transaction.
13. Consumer Rights
This Return and Refund Policy provides our commercial return terms in addition to any rights available under applicable consumer protection law.
Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot legally be excluded or restricted.
Where mandatory applicable law provides greater rights than this policy, the mandatory legal requirements will apply.
14. Company and Contact Information
For questions regarding returns, refunds, exchanges, damaged products or other order-related matters, please contact:
PINK ROBIN LIMITED
Company Number: 5866795
NZBN: 9429042120810
Registered Address:
5 Peart View
Saint Johns
Auckland 1072
New Zealand
Email: support@orjhg.shop
Telephone: +64 21 548 9451
When contacting us about an existing order, please include your order number and the email address used when placing the order.