Refund policy

Cancellations & Refunds

Layaway (lay-by) 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 you stop a plan before then. It summarises the Layaway Purchase Agreement; if anything here differs from the Agreement, the Agreement prevails.

Cancelling your layaway

You may cancel at any time before delivery of the Products. To cancel, contact retentions@layawaydepot.co.nz.

The 10-business-day cooling-off period

A cooling-off period of 10 Business Days applies from the date your order confirmation is issued. Cancel within it and no Cancellation Fee applies — all payments made will be refunded.

Cancellation fee after the cooling-off period

If you cancel after the cooling-off period, a Cancellation Fee applies: $55, or 20% of the payments you have made under the Agreement if that amount is higher, up to a maximum of $250. The fee is deducted from any refund due to you and will never exceed the total amount you have paid.

Missed and failed payments

If you miss a scheduled payment we may retry it, contact you, adjust your remaining schedule, suspend your layaway, or cancel the Agreement — and where an Agreement is cancelled due to missed payments, the Cancellation Fee may apply. Your bank may charge its own fees for failed payments, and Layaway Depot may charge a $2.50 administration fee for each failed or dishonoured payment where permitted by applicable law.

How refunds are paid

Refunds are generally processed within a reasonable timeframe after approval and are 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.