Thank you for shopping with us. This Refund & Returns Policy explains your rights regarding order cancellation, returns, replacements, and refunds for purchases made through this website.
- Order Processing
Orders are processed within 1–3 business days after payment has been successfully received.
Orders placed on weekends or public holidays will process on the next business day.
If additional information is required to complete an order, processing will resume immediately after the requested information has been verified. - Shipping & Delivery
Standard delivery to European destinations is completed within 5–9 business days after dispatch.
Orders are shipped using recognised international express carriers, including DHL, FedEx, and UPS Priority services.
Customers will automatically receive shipment tracking notifications by email at important stages of delivery, including:
Order dispatched
Shipment accepted by the carrier
Transit updates
Arrival at destination facilities
Local delivery progress
Delivery completion
Delivery times are estimates and may occasionally vary because of customs procedures, weather conditions, public holidays, or operational delays affecting the carrier.
If delivery exceeds the normal transit timeframe, an investigation will be opened with the carrier. Following the outcome of the investigation, we will guarantee either:
a replacement shipment; or
a full refund.
- Right of Withdrawal (European Consumers)
For customers residing within the European Economic Area (EEA), the European Union, or other jurisdictions where equivalent consumer rights apply, purchases are covered by the statutory 14-day Right of Withdrawal.
You may withdraw from your purchase for any reason within 14 days from the day you receive your goods.
To exercise this right, please contact our customer service by email before the withdrawal period expires.
Returned goods must:
be unused;
be in their original condition;
include original packaging where reasonably possible; and
be adequately packed for return transport.
The customer is responsible for arranging and covering the cost of the return shipment unless applicable consumer legislation provides otherwise.
Once the returned goods are received and inspected, a full refund will be issued to the original payment method within 3-5 business days.
- Return Address
Returns should be sent to:
Queenstrad Group Limited
776 Great South Road
Wiri
Auckland 2104
New Zealand
Please contact customer service before returning any goods so that return instructions can be provided.
- Damaged, Defective or Incorrect Goods
If your order arrives damaged, contains a manufacturing defect, or you receive an incorrect item, please contact customer service as soon as reasonably possible after delivery.
Please include:
your order number;
a description of the issue; and
clear photographs showing the condition of the item.
Where the evidence confirms that the item was damaged, defective, or incorrectly supplied, we will actively provide:
a replacement item; or
a full refund.
For verified damaged or defective goods, returning the affected item is not required before your refund or replacement is processed.
- Non-Returnable Situations
Returns will not be accepted where:
the withdrawal period required by applicable law has expired;
the goods have been used beyond what is necessary to inspect their nature and characteristics;
the goods have been intentionally altered after delivery;
the returned goods are incomplete because of missing components not related to transport.
These limitations do not affect any statutory consumer rights applicable under European law.
- Refund Processing
Once an approved return has been received and inspected, or where a refund has been approved without requiring a physical return, the refund will be processed to the original payment method within 3-5 business days.
Depending on the payment provider, financial institution, or card issuer, the credited amount will typically appear on your statement within 5-10 business days after processing. - Payment Methods
Payments on this website may be completed using the following payment methods:
Visa
Mastercard
American Express
Apple Pay
Google Pay
Other supported digital wallet payment methods made available during checkout.
Refunds are returned through the same payment method used for the original purchase.
- Contact Us
Queenstrad Group Limited
776 Great South Road
Wiri, Auckland 2104
New Zealand
Email: plastic@queenstradgroup.com
Telephone: +64 33765679
Website: www.queenstradgroup.com