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Restore Hand Therapy

ACC provider with no ACC surcharge and no referral required.
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Cancellations, Returns and Refunds Policy

Restore Hand Therapy · Last updated: 2nd November 2026

1. Overview

At Restore Hand Therapy, we want you to be happy with every product you buy from our online shop. This policy explains how cancellations, returns and refunds work for orders placed through our website.

Nothing in this policy affects your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product is faulty, not as described, or not fit for purpose, you are entitled to a remedy under New Zealand law.

2. Returns Policy

2.1 Change-of-mind returns

  • You can request a change-of-mind return within 7 days of receiving your order.
  • Items must be unused, in their original condition and packaging, and include all labels and accessories.

2.2 Items we cannot accept for change-of-mind returns

For health and hygiene reasons, we cannot accept change-of-mind returns on:

  • Braces, splints, supports and compression garments that have been opened, worn or fitted
  • Tape that has been opened or used
  • Exercise, massage and heat products that have been used
  • Items that have been custom-made, fitted or adjusted for you
  • Items damaged through misuse, neglect or unauthorised alterations
  • Items marked as sale or clearance

This does not apply to faulty items. See section 2.3.

2.3 Damaged, faulty or incorrect items

  • Please check your order as soon as it arrives.
  • If an item is damaged, faulty or not what you ordered, email us at [email protected] with your order number and a photo of the problem.
  • Depending on the problem, we will repair, replace or refund the item, including any shipping costs.

2.4 Faults that appear later

  • If a product develops a fault after the first 7 days, you are still protected by the Consumer Guarantees Act for a reasonable time, and by any manufacturer's warranty.
  • Email us at [email protected] with your order number, a description of the problem, and photos if possible.
  • We will assess your claim and arrange a repair, replacement or refund, or help you with the manufacturer's warranty process.

2.5 Return shipping costs

  • For change-of-mind returns, you pay the cost of sending the item back.
  • If the item is faulty, damaged or incorrect, we will cover the return shipping once we have confirmed the problem.
  • If you are local, you are welcome to return items in person at our Silverstream clinic during opening hours.

2.6 Restocking fee

  • A 10% restocking fee is deducted from change-of-mind refunds, for example if you ordered the wrong size or changed your mind.
  • This covers inspection, repackaging and administration.
  • There is no restocking fee for faulty, damaged or incorrect items.

2.7 How to start a return

Email [email protected] with your order number and the reason for your return. We will reply with instructions on how and where to send the item.

Please do not send items back without contacting us first.

3. Refunds Policy

3.1 Refund processing

  • Once we receive and inspect the returned item, we will let you know whether your refund is approved.
  • Approved refunds are processed within 7 working days, minus any restocking fee that applies.

3.2 Refund method

  • Refunds are made to your original payment method.
  • Please allow your bank or card provider's usual processing time, usually 5–10 working days, for the money to reach your account.
  • Original shipping costs are not refunded for change-of-mind returns. They are refunded if the return is because of our error or a faulty item.

4. Order Cancellations

  • You can cancel your order free of charge before it has been dispatched.
  • If your order has already been dispatched, please follow the returns process in section 2.
  • To cancel, email [email protected] or call 0800 222 543 as soon as possible with your order number.
  • Approved cancellations are refunded in full within 7 working days.

5. Exchange Policy

  • We do not offer direct exchanges.
  • Please return the item for a refund, following the process above, and place a new order for the product you want.
  • If you are not sure which size or product is right for you, please contact us before ordering. Our therapists are happy to help.

6. Contact us

If you have any questions or need help with an order, please contact Restore Hand Therapy:


Cancellations, Returns and Refunds Policy