Refund policy

Returns & Exchanges

At The Dream, we want you to love every purchase. If something isn't quite right, we're here to help.

Change of Mind

We do not offer refunds for change-of-mind purchases. However, eligible items may be exchanged or issued with store credit within 14 days of receiving your order, provided they:

Are unused and in their original condition.
Are returned in their original packaging, where applicable.
Are accompanied by proof of purchase.

Customers are responsible for return shipping costs for change-of-mind returns.

This change-of-mind policy does not affect your rights under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer protection laws.

Cancellations

Orders may be cancelled before they have been fulfilled.

Once an order has been fulfilled, it can no longer be cancelled and our returns policy will apply.

If you need to cancel an order, please contact us as soon as possible via our Contact page or email hello@thedreamnz.co.nz.

Blind Date with a Book

Part of the fun is the surprise! If your Blind Date with a Book turns out to be a title you already own or have read, we'll happily exchange it for another mystery match.

To be eligible:

Contact us within 14 days of receiving your order.
Provide proof of purchase.

Once we receive the returned book, we'll help you find a new mystery match.

Brand New Books

Brand new books may be exchanged or issued with store credit within 14 days of receiving your order, provided they are:

Brand new and unread.
In their original condition.
Accompanied by proof of purchase.

Books that show signs of use or damage cannot be returned under our change-of-mind policy. This does not affect your rights where a book is faulty or otherwise covered by the Consumer Guarantees Act.

Pre-Loved Books

Our pre-loved books have been carefully selected and quality checked before being listed. As these books have been previously loved, minor signs of wear may be present and are considered part of their character.

Please read each product description carefully before purchasing, as returns cannot be accepted for expected cosmetic wear that has been clearly disclosed in the product description.

If a pre-loved book arrives significantly different from its description or has an issue that was not disclosed, please get in touch and we'll make it right.

Home Fragrances

For hygiene and safety reasons, candles and other home fragrance products cannot be returned or exchanged once opened or used, unless they are faulty or damaged upon arrival.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or you have received the wrong item, please contact us as soon as reasonably possible.

Where possible, please include your order number and photographs of the item and packaging.

We'll assess the issue and arrange an appropriate remedy in accordance with your rights under New Zealand consumer law. This may include a replacement, repair, exchange, store credit, or refund, depending on the circumstances.

You will not be responsible for return shipping costs where the item is faulty, damaged, or incorrect.

Sale & Non-Returnable Items

All sale and discounted products are considered final sale and are not eligible for change-of-mind returns, exchanges, or store credit.

Gift cards cannot be returned or exchanged.

This does not affect your rights under the Consumer Guarantees Act 1993 where a product is faulty, damaged, incorrectly described, or otherwise fails to meet the guarantees required by New Zealand law.

Consumer Guarantees

Nothing in this policy limits, excludes, or replaces your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

If a product is faulty, damaged, incorrectly described, or otherwise does not meet the guarantees required by New Zealand law, you are entitled to the remedies available to you under that legislation.

How to Arrange a Return

If you need to arrange a return or exchange, please contact us via our Contact page or email hello@thedreamnz.co.nz.

Please include your order number and a brief description of the reason for your return.

If your return is approved, we'll provide instructions on how and where to return your item. Where The Dream is responsible for the return, we'll provide or arrange an appropriate return shipping option.

Please do not send items back without contacting us first.