Returns & Exchanges


Sparrows is committed to complying with all obligations under consumer laws applicable to your 
Sparrows product.

If you have any concerns about your Sparrows product, please take it our Sparrows store. Alternatively, in New Zealand, call 03 308 5771 or email office@sparrows.co.nz                                    

If you change your mind about your purchase, please refer to our Change of Mind Returns and Exchanges Policy below.

Change of Mind Returns & Exchanges Policy

Please note that any rights you have under this policy in relation to your Sparrows product are additional to any rights you may have under consumer laws.

All Change of Mind refunds are issued at the discretion of Sparrows  We reserve the right to refuse a refund or exchange for a Change of Mind request if it does not comply with these conditions.

Please contact us by email to office@sparrows.co.nz or by phone on 03 308 5771 if you have any queries or require any assistance concerning this Policy. 

 
Change of Mind for Purchases Made In-store

If you change your mind about your purchase, we are happy to offer an exchange or a Sparrows Gift Voucher to the value of the purchased goods. This excludes goods sold as "seconds” and underwear. Sparrows Gift Vouchers or Gift Cards cannot be exchanged or redeemed for cash or other tenders.

For change of mind returns, goods must be returned to a store in original condition with proof of purchase within 21 days of the purchase date.

Change of Mind for Purchases Made Online

If you change your mind about your purchase, we are happy to offer an exchange or a full refund to the value of the purchased goods. This excludes goods sold as "seconds” and underwear. E-vouchers cannot be exchanged or redeemed for cash or other tenders.

For change of mind returns, goods must be returned in original condition with proof of purchase within 30 days of the purchase date. You may either return the product in person to our store; or return the product to us by post, along with either the original packing slip (with the relevant section completed). For your security and protection, please DO NOT include your credit card details on this form or in any correspondence. Please see details below for information on our Online Returns & Exchanges Process.

We will provide any refund for a product purchased online in the same form as your original payment and within 30 days of us receiving the returned product.  We will notify you by email once we have processed your refund.

Online Returns & Exchanges Process

For online purchases, simply fill out the bottom section of your packing slip, indicating whether you would like to return the item or exchange for another one (please provide details). For your security and protection, please DO NOT include your credit card details on this form or in any correspondence.

Please send your completed form and item/s to:

    176 East Street
  • Ashburton
  • New Zealand

If you have created an Online Account your order details can be found in the My Orders section.

Or simply take the item in store, with your proof of purchase (i.e. a copy of your email invoice) and speak with one of the management team.

For online purchases made as a ‘Guest’ customer, we are only able to arrange an exchange by creating an ‘Online Account’. Unless we are instructed otherwise, we will create an ‘Online Account’ for all ‘Guest’ customer exchanges. Alternatively, we can arrange a refund via the original payment method, so that another ‘Guest’ purchase can be placed independently.

If you require any further assistance please contact us office@sparrows.co.nz or on 03 308 5771.

How to Package an item for Return

To ensure that the item arrives in original condition, it is important that the packaging used is robust enough to protect the item. Please include the bottom section of the original packing slip. However if you are unable to include the packing slip, please ensure that your order number, name and billing address are included on the Product Return Form.

For all returns that relate to a "Change of Mind” postage must be paid by the returnee and will not be refunded.

We recommend that you obtain proof of postage and retain this to enable you to track your return.

Refunds for Change of Mind

Online purchases from Sparrows will be credited against your original method of payment within 30 days of receiving the returned item.

You will be notified via email once we have processed your refund.

Exchanges for Change of Mind

Please ensure that you clearly describe the reason for Exchange on your packing slip and details of the replacement item or items you require. Please also provide a daytime contact number.

All return postage must be paid by the returnee. Delivery charges for the replacement item will be at Sparrows expense. However, in exceptional circumstances we reserve the right to pass on delivery charges for exchanged goods.

We cannot refund original shipping charges unless an error occurred on our part in shipping your order.

Cancellations

If you need to cancel your order please contact us immediately on 03 308 5771. If your order has not been despatched we will cancel this and organise a refund or exchange.

If your order has been despatched you will need to follow the returns procedure outlined on your packing slip.