Refund Policy. 30-Night Trial & Returns

Part A: Our 30-Night Trial. Terms & Conditions

RestWell offers a 30-Night Trial on The RestWell device, subject to ALL of the following conditions being met. Failure to comply with ANY condition will result in denial of your return request.

A.1 Eligibility Requirements

To be eligible for a return under our 30-Night Trial, you MUST:

• Initiate the return within 30 calendar days of delivery date (not order date)
• Contact our Customer Support team BEFORE returning any product
• Obtain a Return Merchandise Authorisation (RMA) number. Returns without RMA will be refused
• Provide proof of purchase (order number and email address used for purchase)
• Be the original purchaser. No third-party returns accepted
• Have used the device for a minimum of 7 nights

A.2 MANDATORY Proof of Use Requirement

All return requests MUST include photographic evidence of product use. You must provide:

• Clear photos showing the device has been used (e.g., adhesive patch wear marks on device)
• Photos of remaining adhesive patches showing usage
• Brief written statement describing your usage experience (minimum 7 nights required)

Returns without adequate proof of use will be DENIED. We reserve the right to determine what constitutes adequate proof at our sole discretion.

A.3 Product Condition Requirements

The returned product MUST meet ALL of the following:

• Device must be in working condition (powers on, charges, functions correctly)
• Device must be clean and free of excessive wear or damage
• Charging case must be included and functional
• USB-C charging cable must be included
• Quick Start Guide must be included
• Original packaging must be included (box, inserts, etc.)

Returns missing any components or with damaged/non-functional items will be subject to deductions or outright refusal.

A.4 Non-Refundable Items

The following items are NOT eligible for refund under any circumstances:

• Adhesive Patches: Opened or used adhesive patch packs are non-refundable due to hygiene reasons
• Bulk/Multi-pack purchases: Purchases of 2+ devices are final sale
• Sale/Clearance items: Items purchased at discounted prices are final sale
• Gift cards: Non-refundable
• International orders: Orders shipped outside New Zealand are final sale

A.5 Return Shipping & Fees

A.5.1 Customer Pays Return Shipping

All return shipping costs are the responsibility of the customer. We do not provide prepaid return labels. Returns must be:

• Shipped via a tracked and insured shipping service
• Sent to our designated returns address (provided with RMA)
• Properly packaged to prevent damage in transit

RestWell is not responsible for returns lost or damaged in transit. Keep proof of postage and tracking information until refund is processed.

A.5.2 Fees & Deductions Applied to All Approved Returns

• $109 NZD non-refundable administration fee
• 15% restocking fee on original product price (covers inspection, sanitising, repackaging, and processing)
• Original shipping costs: non-refundable
• Free shipping recovery: if your order qualified for free shipping, actual shipping cost incurred (minimum $8.99 NZD) will be deducted
• Payment processing fees: approximately 2.9% + $0.30 NZD, non-refundable
• Deductions for missing items or damage beyond normal use

Example: $149.99 device − $109 admin fee − $22.50 restocking (15%) − $8.99 shipping = approximately $9.50 maximum refund before processing fees.

A.5.3 Original Shipping Costs

Original shipping costs paid at checkout are non-refundable.

A.6 Return Process

Step 1: Contact Customer Support

Email support@restwell.co.nz with:

• Subject line: "Return Request - [Your Order Number]"
• Your order number and email address used for purchase
• Reason for return
• Photos showing proof of use (as described in A.2)
• Photos of product and packaging condition

Step 2: Await RMA Approval

Our team will review your request within 5-7 business days. If approved you will receive:

• Return Merchandise Authorisation (RMA) number
• Returns address
• Return shipping instructions

Do NOT ship your return until you have received RMA approval. Unauthorised returns will be refused and returned to sender at your expense.

Step 3: Ship Your Return

Once approved, ship within 7 calendar days. Include:

• All product components in original packaging
• Printed copy of RMA confirmation email
• Your name and order number clearly marked on package

Step 4: Inspection & Refund Processing

Upon receipt we will inspect the returned item. This takes 7-10 business days. If approved:

• Refund processed to original payment method
• Allow up to 14 additional business days to appear on your statement
• Total processing time: up to 21 business days from receipt of return

A.7 Refund Method

All approved refunds are issued at RestWell's sole discretion as store credit or refund to original payment method. Store credit is the default refund method. Refund to original payment method available only in exceptional circumstances as determined by our team.

Part B: Damaged or Defective Products

If your product arrives damaged or is defective:

• You MUST report the issue within 48 hours of delivery
• Include clear photos of damage and packaging
• Do not discard packaging until claim is resolved
• Email support@restwell.co.nz with subject: "Damaged/Defective - [Order Number]"

Claims submitted after 48 hours may not be honoured. We reserve the right to deny claims that cannot be verified as shipping or manufacturing damage.

Part C: Consumer Guarantees Act Rights (Statutory Rights)

This section applies ONLY to products that fail to meet consumer guarantees under the Consumer Guarantees Act 1993 (NZ). These are your statutory rights and exist separately from our voluntary 30-Night Trial policy above.

C.1 Consumer Guarantees

Under the CGA, goods must be of acceptable quality, fit for purpose, match their description, be safe and durable, and free from defects. If a product fails to meet these guarantees due to a fault present at time of supply, you may be entitled to a remedy.

C.2 Establishing a Fault Claim

To claim under the CGA you must demonstrate:

• Product was purchased from RestWell (proof required)
• A fault exists that was present at time of supply
• Fault is not caused by misuse, accident, abnormal use, or failure to follow instructions
• Fault is not due to fair wear and tear

Required evidence for ALL fault claims:

1. Order number and proof of purchase
2. Written description of fault (minimum 100 words)
3. Photos AND video evidence clearly showing the fault
4. Timeline of when fault was first noticed

C.3 Assessment

Our team reviews claims within 10 business days. We may request additional information, return of product for inspection, or independent assessment.

C.4 Remedies

Minor failures: RestWell may choose to repair, replace, or provide store credit.

Substantial failures: You may choose to reject goods for refund or keep goods and receive compensation for reduction in value.

C.5 CGA Exclusions. NOT Covered

• Normal variations in appearance, colour, or texture
• Damage from accident, misuse, neglect, or abnormal use
• Failure to follow product instructions
• Water damage beyond resistance rating
• Products modified or tampered with
• Lost or stolen devices
• Normal wear and tear including adhesive patches
• Products purchased for commercial purposes
• Cosmetic damage not affecting functionality
• Dissatisfaction with results where product is not faulty

Part D: Refund Denials & Deductions

We reserve the right to deny refunds or apply deductions for:

• Returns initiated after the applicable window
• Missing RMA number
• Insufficient proof of use
• Missing components
• Damaged or non-functional device beyond normal use
• Missing or damaged original packaging
• Evidence of misuse, abuse, or unauthorised modification
• Products not purchased directly from RestWell NZ
• Suspected fraudulent returns

All refund decisions are final. RestWell's determination of product condition and return eligibility is binding.

Part E: General Provisions

E.1 Fraud Prevention

Zero-tolerance for fraudulent claims. We may investigate suspicious patterns, refuse returns from customers with excessive return history, report fraud to authorities, pursue civil remedies, and blacklist customers from future purchases.

E.2 No Exchanges

We do not offer exchanges. Complete the return process and place a new order.

E.3 Communication

All return and refund inquiries must be submitted in writing to support@restwell.co.nz. Response time: 5-7 business days. Please do not call. All return requests must be in writing.

E.4 Policy Modifications

We reserve the right to modify this policy at any time. The policy in effect at time of purchase governs that transaction.

E.5 Governing Law

Governed by the laws of New Zealand. Nothing in this policy limits rights under the Consumer Guarantees Act 1993.

Contact

RestWell NZ Limited
Email: support@restwell.co.nz
Website: www.restwell.co.nz

Response time: 5-7 business days.