Refund policy

RETURNS  &  EXCHANGES 

Our policy lasts 30 days. If you need to exchange or have your product refunded within 30 days since your purchase, please email us at info@miteguard.co.nz.

To be eligible for a return, your item must be unwashed, unused and in the same condition that you received it. It must also be in the original packaging (if packaging card inserts are damaged – don’t worry, we can replace those if required). Please carefully package items so they are received back in saleable condition.  

When  we have confirmed that we can exchange your product you can send your item to:
MiteGuard.co.nz
PO Box 1638,  
Christchurch 8140
New Zealand

Once the returned product is received and checked, we will refund or exchange your item for you.

Price differences that apply to an exchange or return:

  • Shipping is not refundable on returns.
  • An extra shipping charge will apply to the exchange when the new product is sent out.
  • Any price difference will be applied to your order as a charge or refund.

 Please note:

  • For hygiene reasons we cannot offer returns or exchanges for:
    • filled pillows & cushions
    • items that have been used 

INTERNATIONAL RETURNS

We do not normally allow for International returns due to high shipping prices. If you wish to return a product  from an overseas destination and assume the cost of the shipping, then you free to so so, but please contact us first.   

 

MITEGUARD GUARANTEE  

MiteGuard products are guaranteed against faulty materials and and workmanship for five years from the date of purchase.

The guarantee does not cover:

  1. damage resulting from excessive strain being applied to the fabric zips and seams by misuse, or by fitting the cover to a mattress, pillow or duvet that is larger than the stated size.
  2. Use for heavier than normal bedding items, such as a weighted blankets being used instead of a duvet inside a duvet cover. 
  3. Damage from fair wear and tear, but we can sometimes quote for a repair for you. 
  4. Damage from placing covers over poorly maintained bed furniture, such as exposed mattress springs. 
  5. Change of mind, or used items that are not faulty

 

REPAIR OR REPLACEMENT 

If you are sent an incorrect product, we will replace it. 

In the unlikely event you are sent a damaged or faulty product we will repair or replace it according to our guarantee.   A repair will only be made if the full functionality of the product can be retained. 

  • The damaged item must be returned to MiteGuard® unless we agree otherwise.  
  • Damaged or faulty items should be sent to us within 14 days of purchase (in a new condition with the original packaging) or if a warranty claim, within the guarantee period ( original packaging not required) 
  • Any claim under this guarantee must be accompanied by a valid proof of purchase. 
  • Used products being returned for assessment for repair or replacement must be WASHED and dried before sending. 

Please email us at info@miteguard.co.nz to organise your product return.

We will refund your money if a repair or replacement is not suitable for your situation, as soon we receive the damaged item back from you and have assessed it as being suitable for a claim.  

Postage will be paid for all items bought within NZ and replaced within NZ under warranty. If your item has been taken overseas, we reserve the right to charge for international shipping for any replacement made. 

SECONDS ITEMS

Product sold as “Seconds” cannot be refunded, but all consumer legal obligations will be met. Please do email us on info@miteguard.co.nz if you have a bought an item labelled "second" and it does not meet your needs.