Last updated 17 October 2021

Refunds & Returns Policy

Thank you for your purchase. We truly hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a store credit or an exchange. Please see below for more information on our return policy.

In the event that your order arrives damaged in any way, please email us as soon as possible at sales@medals.co.nz with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.


All returns must be lodged within fourteen (14) days of the delivery date. All returned items must be in new and unused condition in original packaging with tags and labels attached.

If 30 days have passed by since your purchase, unfortunately we cannot offer you a refund or exchange.

Several types of goods are exempt from being returned including gift cards, downloadable software products, and customised items.

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

There are certain situations where only partial refunds are granted: (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery



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. 

Late or missing refunds

If you haven’t received a refund yet, please check your bank or credit card account again then contact the respective financial institution, as 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 sales@medals.co.nz.

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at sales@medals.co.nz and send your item to us at the address provided.


If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and s/he will find out about your return.

Returns Process

To return an item, please email customer service at sales@medals.co.nz to obtain a Return Merchandise Authorisation (RMA) number. After receiving an RMA number, please the item securely in its original packaging and include your proof of purchase, and mail your return to the following address:

NZ Medals Co.
Attn: Returns
71 Spencer Street,
Christchurch 8024
New Zealand

Please note

  • You will be responsible for paying for your own shipping costs for returning your item.
  • Shipping costs are non-refundable.
  • We strongly recommend that you use a trackable method to mail your return and/or purchasing shipping insurance.
  • Depending on where you live, the time frame to receive your exchanged product may vary.
  • We offer no guarantees towards the receiving of your returned item.


Need help?

If you have any further questions, please don’t hesitate to contact us at sales@medals.co.nz.


Termination of Agreement and Cancellation Policy

Due to the nature and high level of customisation of our products, we are generally unable to accommodate cancellations once an order has been approved in writing or verbally. We will make every effort to assist with cost recovery where possible; the extent of this assistance will depend on how far along the process the order is at the time of cancellation.

If we are unable to fulfill an approved order, we will notify you as soon as possible and offer an alternative option. If a suitable solution cannot be found, you will not be required to continue, and any monies already paid will be promptly refunded.


Shipping Policy

Orders of stock items are typically processed within 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. If a delay is expected on shipping, this should have been outlined on the product details page on our website and/or communicated to you via email upon ordering.

The expected shipping date for customised items will be advised at the time of invoicing if not before.

Shipping charges vary based on the items and quantities you have ordered.