Returns & Exchanges Policy

At Dryness New Zealand, we are committed to supplying quality products and excellent customer service.

Because our adult incontinence products are personal hygiene items, we have specific return and exchange conditions to protect the health and safety of all our customers.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand law.

Choosing the Correct Size

We understand that finding the right fit is important. If you’re unsure which size is right for you, we recommend ordering one of our sample packs before purchasing a full pack.

Our sample packs are designed to help you choose the correct size and minimise the need for exchanges.

Returns for Change of Mind or Incorrect Size

Due to the hygienic nature of our products, we cannot accept returns or exchanges once a pack has been opened.

If you ordered the wrong size, we can exchange unopened packs provided that:

• All returned packs are unopened, unused, and in their original condition.
• The products are returned in a resaleable condition.
• You contact us within 14 days of receiving your order.
• The customer is responsible for the cost of returning the products and shipping the replacement items.

Unfortunately, we cannot exchange or refund any opened pack, even if only one product has been removed.

Faulty or Defective Products

If a product is faulty, damaged, or not of acceptable quality, you are entitled to a remedy under the Consumer Guarantees Act 1993.

If you believe your product is defective, please contact us as soon as possible with:

• Your order number.
• A description of the issue.
• Photographs of the product where possible.

Depending on the circumstances, we may offer a replacement, repair, or refund in accordance with your rights under New Zealand consumer law.

Incorrect Items

If we have sent you the wrong product, please contact us within 7 days of receiving your order. We will arrange for the correct item to be sent and will cover any reasonable return shipping costs.

How to Request a Return or Exchange

Before returning any products, please contact our customer service team with your order number and details of your request. We will provide instructions for returning your items.

Returns sent without prior approval may not be accepted.

Refunds

Once your returned products have been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to your original payment method. Please allow several business days for your financial institution to process the refund.

Questions?

If you have any questions about sizing, our products, or this Returns & Exchanges Policy, please get in touch before placing your order. We’re always happy to help you choose the most suitable product.