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Returns Policy

Each product is carefully selected and packaged, which means the vast majority of products arrive in excellent condition. However, should you ever receive a damaged or faulty product from us, please contact us via as soon as possible with a description of the issue and ideally images of the product showing any damage or defect.

Change of mind: Ngaio does not refund or exchange for change of mind. Only damaged or faulty stock will be considered.


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

To complete your return, we require a receipt or proof of purchase. A description of the issue and photos of any physical damage to the product. Please email us with this information and await our response before returning the item.

Please do not send your purchase back to the manufacturer.

There are certain situations where no refund, or only partial refunds are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds or exchanges

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or exchange.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

For credit cards, it may take some time before your refund is officially posted. Allow at least a couple of business days.

For bank deposits, there is often some processing time before a refund is posted. Allow at least a couple of business days.

If you’ve done all of this and you still have not received your refund yet, please contact us at


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and, if we have responded advising you to send, send your item to: Ngaio Diagnostics Ltd. 70 Saint Vincent Street Nelson 7010.

Shipping returns

Send us an email at and if we have responded advising you to send, then send your item to: Ngaio Diagnostics Ltd. 70 Saint Vincent Street Nelson 7010.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for any exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at for questions related to refunds and returns.