Refund policy

Refund & Return Policy

Last Updated: August 16, 2026

At COASTAL, operated by JOSHUA GARAY LLC, customer satisfaction is important to us. This Refund & Return Policy explains the conditions under which products may be returned, exchanged, refunded, or replaced.

Nothing in this policy is intended to limit or exclude any rights customers may have under applicable New Zealand consumer protection laws, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

Returns

We accept eligible returns within 14 days of delivery.

To qualify for a change-of-mind return, the item must:

Be unused and in its original condition;
Be returned in its original packaging where reasonably possible;
Include all accessories, components, manuals, and other items originally supplied;
Be accompanied by proof of purchase.

Before returning any product, please contact us at support@coastal.com.

Returns sent without first contacting our customer support team may experience processing delays.

Faulty, Damaged or Incorrect Products

If your product arrives damaged, defective, faulty, or materially different from what was ordered, please contact us as soon as reasonably possible at support@coastal.com.

Please include your order number and, where appropriate, photographs or other information showing the issue.

Where required under applicable New Zealand consumer law, COASTAL will provide an appropriate remedy, which may include repair, replacement or refund.

Your statutory rights are not limited by our voluntary 14-day return period.

Change-of-Mind Returns

For approved change-of-mind returns, customers may be responsible for return shipping costs.

Original shipping charges, where applicable, are generally non-refundable unless required by law or the return results from an error by COASTAL.

Non-Returnable Items

Unless required by applicable law, we may not accept change-of-mind returns for:

Personalised or custom-made products;
Products that have been used, installed, altered, or damaged after delivery;
Items returned incomplete;
Clearance or final-sale products where clearly identified before purchase;
Items that cannot reasonably be resold for hygiene or safety reasons once opened.

These exclusions do not affect remedies available for faulty products under applicable consumer law.

Refunds

Once an eligible return has been received and inspected, we will notify you regarding the outcome.

Approved refunds will be issued to the original payment method.

Please allow approximately 5–10 business days after a refund has been processed for it to appear in your account. Processing times may vary depending on your bank or payment provider.

Order Cancellations

If you wish to cancel an order, contact support@coastal.com as soon as possible.

If the order has already entered processing or has been dispatched, cancellation may no longer be possible. You may instead request a return after receiving the product, subject to this policy and your statutory rights.