Refund policy
Cancellation and Refund Policy
Layby is a way of paying for goods over time. You do not receive the Products until the Total Purchase Price has been paid in full, so this page explains what happens if a layby stops before then. It is taken from the Layaway (Lay-by) Purchase Agreement; if anything here differs from the Agreement, the Agreement prevails.
How to cancel
You may cancel at any time before delivery, in either of two ways: sign in to your account at my.layawaydepot.co.nz and choose Cancel this layby — you will see your exact refund figure before you confirm — or email retentions@layawaydepot.co.nz with your order number. Both routes reach the same team and the same figure.
5. Cooling-Off Period and Cancellation by You
You may cancel this Layaway Purchase Agreement at any time before delivery of the Products.
A cooling-off period of 10 Business Days applies from the date Your order confirmation is issued.
If You cancel this Layaway Purchase Agreement within the cooling-off period:
- No Cancellation Fee applies; and
- All payments made will be refunded.
If You cancel this Layaway Purchase Agreement after the cooling-off period, a Cancellation Fee may apply under Section 6.
To cancel, contact: retentions@layawaydepot.co.nz
6. Cancellation Fee
If You cancel this Layaway Purchase Agreement after the cooling-off period, a Cancellation Fee applies.
The Cancellation Fee is:
$55, or 20% of the payments You have made under this Layaway Purchase Agreement if that amount is higher, up to a maximum of $250.
The Cancellation Fee will be deducted from any refund due to You.
The Cancellation Fee represents a reasonable contribution towards the costs incurred by Layaway Depot in establishing, administering, and cancelling Your Layaway Purchase Agreement.
The Cancellation Fee will never exceed the total amount You have paid under this Layaway Purchase Agreement.
7. Missed Payments
If You miss a scheduled payment under this Layaway Purchase Agreement, We may:
- Attempt to process the payment again;
- Contact You to resolve the missed payment;
- Adjust Your remaining payment schedule;
- Suspend Your layaway purchase; or
- Cancel this Layaway Purchase Agreement.
Where this Layaway Purchase Agreement is cancelled due to missed payments, the Cancellation Fee may apply.
8. Failed Payments
Your bank or payment provider may charge fees for failed payments.
Layaway Depot may charge a $2.50 administration fee for each failed or dishonoured payment where permitted by applicable law.
9. Product Availability, Substitutions and Pricing
We make reasonable efforts to supply the Products selected by You.
However, product availability and supplier availability may change.
If a Product becomes unavailable, discontinued, or cannot reasonably be supplied, We may:
- Offer a substitute Product of equal or greater value; or
- Cancel this Layaway Purchase Agreement and refund payments made.
If a substitute Product is offered, You may accept or decline the substitute.
If You decline the substitute, this Layaway Purchase Agreement will be cancelled and payments made will be refunded.
Product images are illustrative only. Colours, packaging, appearance, and specifications may vary.
We reserve the right to correct typographical errors, pricing errors, product descriptions, or other inadvertent mistakes before dispatch.
If a material error affects Your order, We may cancel this Layaway Purchase Agreement and provide a full refund.
11. Refunds
Refunds will generally be processed within a reasonable timeframe after approval.
Refunds will be returned using the original payment method where possible.
For security reasons, refunds may only be issued to the original payment source.
Balances under $40 that remain inactive for more than 6 months may not be refunded unless You contact Us within 2 years, where permitted by applicable law.
This page reproduces the relevant clauses of the Layaway (Lay-by) Purchase Agreement. The full agreement is at Terms and Conditions, and the version you agreed to is shown in full on your own contract page.