Conditions of Use
Last updated: 20 August 2026
These conditions apply when you use the DownUnderWear website or purchase products from us.
Nothing in these conditions limits any rights you may have under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986 or other applicable law.
Payment
Payment can be made by:
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Credit or debit card through Stripe.
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PayPal.
All prices and payments are in New Zealand dollars unless expressly stated otherwise.
Payment must be received and successfully processed before an order can be dispatched. Stripe and PayPal may perform security and fraud-prevention checks when processing your payment.
Products and availability
Products are subject to availability.
Some fashion ranges are ordered from our suppliers as indent stock. Once the available stock has sold, we may be unable to obtain more of a particular style, colour or size. Some ongoing ranges may be restocked.
If a product becomes unavailable after you place an order, we will contact you and offer an appropriate alternative or a refund for the unavailable product.
Please contact DownUnderWear at [email protected] if you would like to check whether a product is expected to be restocked.
Orders and acceptance
After placing an order, you should receive an order confirmation. This confirms that we have received your order but does not guarantee that every product is available.
We may decline or cancel an order before dispatch if:
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A product is unavailable.
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A price or product description contains an obvious error.
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Payment cannot be authorised.
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We reasonably suspect fraud or misuse.
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We cannot deliver to the supplied address.
If we cancel an order after receiving payment, we will refund the relevant amount using the original payment method.
Shipping and delivery
Our shipping charges, estimated dispatch times and delivery information are set out in our Shipping & Returns Policy, which forms part of these Conditions of Use.
We use NZ Post for deliveries.
Delivery timeframes are estimates, but nothing in these conditions or our Shipping & Returns Policy limits our obligations under applicable New Zealand consumer law.
Returns and exchanges
Our return instructions and eligibility requirements are set out in our Shipping & Returns Policy, which forms part of these Conditions of Use.
We offer eligible change-of-mind exchanges when the product is returned within 14 days after receipt.
Hygiene-sensitive intimate apparel and items from the Trinny & Susannah range cannot be returned for a change-of-mind exchange.
These exclusions and the 14-day period do not limit your rights where a product is faulty, damaged, unsafe, incorrectly described or otherwise fails to comply with the New Zealand Consumer Guarantees Act 1993.
Faulty products
Our products come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993.
If a product is faulty or does not meet a statutory guarantee, the available remedy will depend on the nature and seriousness of the problem. You may be entitled to a repair, replacement, refund or another remedy under applicable law.
Statutory rights for faulty products are not limited to 14 days. Please contact DownUnderWear at [email protected] as soon as reasonably possible if you believe a product is faulty.
Cancellations
We prepare orders for dispatch as quickly as possible.
If you wish to cancel an order, please contact us immediately at [email protected].
If the order has not been dispatched, we will make reasonable efforts to cancel it and issue a refund using the original payment method.
If the order has already been dispatched, the applicable provisions in our Shipping & Returns Policy will apply.
Refund processing
Approved refunds will be made using the original payment method unless we agree otherwise or the law requires another method.
Banks and payment providers may take additional time to display a refund in your account after we have processed it.
Currency conversion
DownUnderWear is based in New Zealand and processes payments in New Zealand dollars unless expressly stated otherwise.
If your payment account uses another currency, your bank, card issuer or PayPal may convert the payment at its applicable exchange rate and may charge a currency-conversion or international transaction fee.
The final amount shown in your account may therefore differ from the New Zealand-dollar price converted using another published exchange rate.
International orders, GST and surcharge
Orders exported and delivered outside New Zealand do not include New Zealand GST where they qualify for zero-rating under New Zealand law.
A 15% surcharge applies to overseas orders because of additional international transaction and processing costs. This surcharge will be disclosed as part of the total price before you complete payment.
Customers are responsible for any customs duties, import taxes, levies or clearance charges imposed by the destination country unless we expressly state otherwise.
Website information and intellectual property
The content on this website—including text, images, product descriptions, graphics, logos and design—is owned by or licensed to DownUnderWear and is protected by applicable intellectual-property law.
You may view and use the website for personal shopping purposes. You must not reproduce, republish, distribute, modify or commercially exploit website content without prior written permission from DownUnderWear or the relevant rights holder.
Website accuracy
We take reasonable care to ensure that product descriptions, images, prices and availability information are accurate.
Product colours and appearance may vary depending on your screen and device.
If we discover an error affecting your order, we will contact you and provide appropriate options.
Acceptable use
You must not:
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Use the website for unlawful or fraudulent purposes.
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Attempt to gain unauthorised access to the website or another user’s account.
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Introduce malicious software or interfere with the website’s operation.
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Scrape, copy or commercially exploit website content without permission.
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Provide false or misleading account, payment or order information.
Privacy
Our collection and handling of personal information are explained in our Privacy Statement.
By providing personal information, you acknowledge that it will be handled as described in our Privacy Statement and in accordance with applicable law.
Changes to these conditions
We may update these conditions when our services, policies or legal obligations change.
The conditions applying to an order are generally those displayed when the order is placed, except where a change is required by law.
Governing law
These conditions are governed by New Zealand law.
Any disputes are subject to the jurisdiction of the New Zealand courts, without limiting any mandatory rights available to customers under applicable consumer law.
Acceptance
By using this website or placing an order, you agree to these conditions. You may be required to confirm your acceptance before completing a purchase.
Contact details
DownUnderWear
4 Tutoko Place
Aotea
Porirua 5024
New Zealand
Email: [email protected]
Phone: 04 234 8581