Refund policy

Refunds & Exchanges Policy
Modern Gentlemen
Last updated: 26/08/2026
Contact: returns@moderngentleman.nz

This policy applies to orders placed through our Shopify store and the Modern Gentlemen app checkout.

1. No exchanges or refunds for preference changes
We do not accept exchanges or refunds where you no longer want an item, or otherwise change your preference after purchase.

This includes requests based on:

A change in personal preference
The item no longer being wanted
The item not meeting expectations where it is not faulty, damaged, or misdescribed
We also do not accept returns or exchanges for items that are simply unsuitable if the item supplied matches the order and is not faulty or misdescribed.

2. Items we cannot exchange or refund
Unless the item is faulty, damaged, unsafe, or not as described, we cannot accept returns, exchanges, or refunds for:

Opened skincare, cosmetics, or hygiene products
Intimate or personal-care items that have been opened or used
Gift cards
Custom or personalised items
Items marked as final sale, where stated on the product page
Items returned incomplete, damaged by the customer, or without their original packaging
Faulty, damaged, unsafe, or misdescribed goods are handled under section 3, even if they fall into one of the categories above.

3. Faulty, damaged, unsafe, or misdescribed goods
If goods fail to meet guarantees under the Consumer Guarantees Act, including because they are faulty, damaged on arrival, not of acceptable quality, unsafe, or not as described, contact us as soon as possible with:

Your order number
Photos or video of the issue and packaging
A short description of the problem
Remedies may include repair, replacement, or refund, depending on whether the failure is minor or major, as required by law.

For valid guarantee claims:

We will arrange an appropriate remedy after assessing the issue.
Reasonable return shipping is typically covered by us. We will confirm the return method.
Any refund will be issued to the original payment method within 5–10 business days after we receive and approve the returned item, or after we confirm that no return is required.
Sale or clearance items remain covered by applicable legal guarantees when sold to consumers in trade.
4. Opened skincare and hygiene products
Opened skincare, cosmetic, hygiene, intimate, or personal-care products cannot be returned or exchanged solely because they are no longer wanted or suitable.

If an opened product is faulty, unsafe, or not as described, contact us. Legal remedies may still apply.

5. Incorrect items supplied by us
If we send you the wrong item, size, or colour, contact us before returning it. We will assess the issue and, where appropriate, arrange a replacement or other remedy. Reasonable return shipping for an error by us will be covered by Modern Gentleman.

6. International orders
We ship internationally where offered at checkout.

For valid returns relating to faulty, damaged, incorrect, unsafe, or misdescribed items:

Contact us before sending anything back.
We will confirm the return process for your country.
We are not responsible for returns lost in transit without adequate tracking.
Delivery and return times may be longer for international orders.
Customs fees charged by your country on the original shipment are generally non-refundable unless we shipped the wrong item or the goods were faulty and the fee is recoverable in your situation. We will discuss this case by case.

7. How to contact us about a return
Email returns@moderngentleman.nz with:

Your order number
A description of the issue
Photos or video, where relevant
Your requested remedy
Wait for approval and return instructions before sending an item back. Do not return items without approval. Unapproved returns may be refused or not processed.

Where a return is approved, ship the item as instructed and use tracking.

Once we receive and inspect the item, we will process the applicable replacement, repair, or refund.

8. Refunds
Refunds are issued only where required under applicable consumer law or where otherwise expressly approved by Modern Gentleman.

Where a refund is owed:

It will be issued to the original payment method only.
Processing generally takes 5–10 business days after approval.
Card providers may take additional time to display the credit.
9. Contact
Returns and consumer guarantee claims: returns@moderngentleman.nz
Business name: Modern Gentleman
Address: 989 Whananaki South Road, RD1, Hikurangi, 0181