Refund policy

Last updated: 25 August 2026

At Coy we want you to love what you buy. Because we sell intimate and personal-care products, health and hygiene rules shape what we can and can't accept back. This policy sits alongside your rights under the New Zealand Consumer Guarantees Act 1993 (CGA) and Fair Trading Act 1986 — nothing here takes those rights away.

The short version

  • Faulty, damaged, wrong or not as described? We'll sort it — repair, replacement or refund, even if the item has been opened. Tell us as soon as you can and send a photo or video.
  • Changed your mind? We're not able to take items back. Intimate products can't be resold once they've left us, so please choose carefully.
  • Never post anything back before we've authorised it — and often we won't need the item back at all.

Change of mind

Because every item we sell is an intimate, body-contact or personal-care product, we can't offer change-of-mind returns, exchanges or refunds. Once an order leaves the dispatch centre the item can't be returned to stock or resold, on health and hygiene grounds. This applies whether or not the packaging has been opened.

So please take a moment before you check out: read the description and specifications, check the size, material and power source, and email us at support@coy.co.nz if you're unsure. We'd much rather help you pick the right thing than have you stuck with the wrong one.

Change of mind includes ordering the wrong item by mistake, deciding you no longer want it, finding it cheaper elsewhere, or it not suiting your preferences. It does not include a faulty, damaged, wrong or misdescribed item — those are covered below, and your rights there can't be taken away.

Faulty, damaged, wrong or not-as-described items (your CGA rights)

If an item is faulty, dead on arrival, damaged in transit, not what you ordered, or not as described, you're entitled to a remedy under the Consumer Guarantees Act — a repair, replacement or refund depending on how serious the failure is. This applies even if the item has been opened or used, and nothing in the hygiene rules above overrides it.

Please tell us quickly. For transit damage, a wrong or missing item, or something dead on arrival, contact us within 7 days of delivery if you can. That isn't a cut-off for your legal rights — it's the window in which we can still lodge a claim with our courier and supplier, so telling us early means we fix it faster and with less back-and-forth. Faults that appear later are still covered: the CGA asks whether a product lasted as long as you'd reasonably expect for its type and price.

How to start a return or claim

For hygiene, fraud-prevention and correct routing, please don't post anything back to us before we've authorised it. Unauthorised returns can go missing, and we may not be able to process them.

  1. Lodge a request on our Request a Return page with your order number and what's wrong.
  2. Send us evidence. A short photo or video of the fault or damage — including the packaging, if it arrived damaged — lets us approve most claims without you sending anything anywhere.
  3. We'll come back to you, usually within 2–3 business days, with the outcome and the next step.

We don't publish a return address, because where an item needs to go depends on the item and the fault. If a physical return is needed, we'll email you a return authorisation and the address to use.

You often won't need to send it back

For hygiene reasons, opened intimate items usually can't travel back through the courier network. Where that's the case and we're satisfied from your photos or video that the item has failed, we'll approve your remedy without a physical return and ask you to dispose of the item safely at home. You'll never be asked to pay to send a faulty item back — where a return is required and the failure is our responsibility, we cover the postage and provide a prepaid option.

If something's out of stock

Occasionally an item turns out to be unavailable after you've ordered. If that happens we'll contact you and offer either a similar alternative or a refund for that item, with the rest of your order shipping as normal. We'll never substitute a different product without asking you first.

Refunds

Approved refunds go back to your original payment method. Once we've approved your claim (or received and inspected a returned item), please allow up to 5–10 business days for the refund to appear, depending on your bank or card provider. We'll email you when it's processed. Where we refund a whole order because of our error, we refund the original shipping charge too.

Discreet returns

Just as we ship discreetly, we handle returns discreetly. Return correspondence and packaging reference "Coy" only, with no product detail on the outside.

Questions

Email our support team at support@coy.co.nz and we'll help. This policy is in addition to, and does not limit, your rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.