Refund policy

Returns and Refunds

Last updated: October 2026

We want every HALO bottle to arrive safely and be loved for years. If something isn't right, we're here to help. This policy applies to orders delivered within New Zealand.

Your consumer rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement or refund as those laws provide.

Damaged in transit or wrong item

Please check your order when it arrives. If anything is damaged, missing or incorrect, email us as soon as possible, ideally within 48 hours of delivery, with:

your name and order number
photos of the product, packaging and shipping label

Please keep the item and packaging until we confirm whether the courier needs them. We'll send a replacement or refund at no cost to you.

Faulty products

If your bottle develops a fault, such as a lid that won't seal or insulation that stops working with normal use, email us with your order number, a description and photos. We'll repair, replace or refund it and cover the return postage.

Wear from normal use, drops, dishwasher use, and damage from hot or fizzy drinks aren't faults.

Change of mind

We don't accept returns, refunds or exchanges for change of mind, so please choose carefully before ordering. This doesn't affect your rights if a product is faulty, damaged or not as described.

Digital downloads

Because digital products can't be returned, we don't offer change-of-mind refunds once a file has been downloaded. If a file won't open or is missing pages, email us and we'll fix it or resend it to you.

Personalised items

When personalised bottles become available, they can't be returned for change of mind as they're made just for you. Your rights for faulty items still apply.

Bundles and gift sets

Your rights for faulty or damaged items cover every product in a bundle. Free gifts with purchase don't need to be returned.

Gifts

If a gifted bottle arrives faulty or damaged, the person who placed the order can contact us and we'll put it right.

Wholesale orders

Wholesale and school orders are covered by the terms agreed when the order is placed. Your rights for faulty items still apply.

Lost parcels

For parcels lost in transit, see our Shipping Policy. We'll work with the courier and arrange a replacement or refund.

How to start a return

Email hello@haloeveryday.com with your order number and the reason for the return.
We'll reply within 1–2 business days with the return address and instructions.
Please don't send items back without contacting us first, so we can match your parcel to your order.

Refunds

Once we've received and checked your return, we'll email to confirm. Approved refunds go back to your original payment method within 10 business days. Your bank may take a few extra days to show it.