Returns Policy

Happy Customers

At Zay, we take customer service seriously and want our customers to be happy with our products!  

We take our obligations under New Zealand's Consumer Guarantees Act and Fair Trading Act seriously. 

If you have any issues at all with your Zay bag, please feel free to get in touch with us so we can put it right - 


If you want to return your Zay bag for whatever reason, we are happy to do so provided you send it back to us within 14 days of receipt.  We can offer you a refund or exchange - it's up to you (our policy goes beyond the minimum legal obligation under the Consumer Guarantees Act).  Your item must be unused and in the same condition in which you received it. 

Please send to: Zay, 437 Te Mata Rd, Raglan 3295, Waikato, New Zealand.


If you have opted for a refund, we will email you to advise that we have received your returned item.  We will process your refund within 3 days by applying a credit to the card you used to make the original purchase. 

Late or missing refunds

If you are still waiting for your refund, please check your bank account before contacting your bank.  Often the banks can take some time to post a refund to an account.

If you’ve done all this and still not received your refund, please contact us at, and we will get it sorted for you.

Exchanges for Defective or Damaged Items

We are happy to replace defective or damaged items. If you are not happy with the condition of your item upon receipt, please email us at and we will work with you to resolve any issues.

If you need to exchange it for the same item, please email us at and send your item to: Zay, 437 Te Mata Rd, Raglan 3295, Waikato, New Zealand.

Shipping Costs

We take pride in meeting your shipping costs to return items to us :)  Any shipping cost incurred by you will be added to the refund we send you.

Sale items (if applicable)

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

For more details about your rights under the Consumer Guarantees Act, see here: