At Focus on the Family, we strive to ensure complete satisfaction with your purchase. If, for any reason, you are not entirely satisfied with your order, we are here to help with our straightforward and customer-friendly return policy.

1. Returns Eligibility
To be eligible for a return, the item must be unused and in the same condition that you received it. It must also be in its original packaging.

2. Initiation of Return
If you wish to initiate a return, please contact our customer support team within 30 days of receiving your order. You can reach us at 0800 200 362 or via email at support@family.org.nz

3. Return Procedure
Once your return is authorised by our customer support team, you may be requested to ship the item to our return mailing address:

Focus on the Family
Level 1, Unit 1, 333 Harewood Road
Bishopdale
Christchurch 8053

If requested to return your order, please ensure that the item is securely packaged to prevent damage during transit. Please include your name, email, phone number, and original order number if you have it for an easier and quicker return process.

4. Refunds
If a return of the product is requested, once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If your return is approved, a refund will be processed, and a credit will automatically be applied to your original payment method within 1-3 business days.

5. Shipping Costs
Please note that shipping costs for returned items are the responsibility of the customer unless the return is due to a mistake on our part or a defective product.

6. Exchanges
We currently do not offer direct exchanges for returned items. If you wish to exchange an item, you will need to return the original item and place another order.

In the rare event that you receive a damaged or defective item, please contact us immediately, and we will arrange for a replacement or a refund.

7. Contact Us
If you have any questions or concerns regarding our return policy, please don't hesitate to contact our customer support team at 0800 200 362 or via email at support@family.org.nz