We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a refund/exchange, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return or exchange, please contact us at hello@itsheatwave.co.nz. Please note that postage for returns and exchanges will need to be covered by the customer and free shipping promotions do not apply.

Exceptions / non-returnable items:

Certain items cannot be returned or exchanged, these include:

- Custom products (such as personalised items)

- Special orders

- Personal care goods (such as skin products). 

- Gift Cards

Sale items purchased in store cannot be exchanged or refunded.

Sale items purchased online may be exchanged or issued with a store credit.

No returns or exchanges on items marked as 'Final Sale'

Refunds: 

We will notify you once we’ve received and inspected your return. You’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@itsheatwave.co.nz.