Returns & Refunds

Shopping online is fun, but once a while something doesn’t fit like you had hoped, or something goes wrong with a product and you will want to exchange / return it. Returns, happen. It's ok.

We want satisfied customers so glance over these instructions for an easy and smooth return.

Return Address:

Where to return items purchased through if you are in New Zealand, or anywhere else besides Australia:

Nzo Active - Returns / Exchange 
1141 Amohau Street, Rotorua 3010
New Zealand
Ph: (+64 7) 347 7775

Where to return items purchased through if you are in Australia:

Nzo Industries Ltd
8/87 Fitzroy St, Marrickville, NSW 2204
Ph: (+64 7) 347 7775


You may return unwanted items within 60 days of delivery for refund or exchange.

You should expect to receive your refund / exchange within four weeks of giving package to the return shipper, however, in many cases, when everything is ok, you shall receive a refund / exchange more quickly.

This time period includes

  • the transit time for us to receive your return from the shipper ( 8 to 12 business days),
  • the time it takes us to process your return once we receive it ( 3 to 5 business days),
  • the time it takes to our accounting to process the payment for the refund or to credit your account.
  • or the time it takes to our logistic department to ship the replacement back to you ( 7 to 9 business days).

Return Information Required:

To help you get this done efficiently we need some basic information please:

Your order number, what you are returning, and what you would like us to do. We can refund, or exchange for something else. Please let is know what you would like for a replacement. If you don't have your order number, please make sure your name and address is included so we can match to your order.

In case you do not have some of the information required for the return, please send an email to and we will do our best to assist you with the return process.

Eligible item(s):

Any item returned to us has all labels intact and that the garment is folded, most new, unworn (other than being tried on for size), unused, unwashed and undamaged, so that it can be resold.

We accept return for intimate items as long as they have been tried above customer underwear.

Please note, where an item(s) is returned to us in a condition that prevents us from re-selling it, we do reserve the right to not refund or exchange it.

Only order purchased directly from NZO are eligible for exchange or refund thru this channel.


    Return shipping fees and carrier:

    We are not liable for the loss or delay of the returned packages.

    We strongly recommend you to use tracked postal service.

    The cost of returning an item(s) for a refund / exchange is your responsibility.

    However, If you have paid with PayPal, you can request PayPal the refund of the returning fees (up to 20US$), for more informations please read this page:

    Refund amount:

    We will refund the cost of the returned item(s) (shipping charges, customs taxes – are not refundable)

    The refund amount will be credited back to your original payment method.

    You should expect to receive your refund within four weeks of giving package to the return shipper, however, in many cases, when everything is ok, you shall receive a refund more quickly.

    Exchange item(s):

    The same item can be exchanged if the size is not what you wanted. We will ship the replacement to the address registered under the order number.

    Product exchanges are subject to inventory availability at the time of return. If you are returning an item for exchange, to ensure that you get what you want consider purchasing the replacement item today then allowing the return credit to offset this subsequent purchase amount.

    If we can not proceed the exchange with the item(s) you wanted, we will send you an email for refund option.

    Nzo will pay to freight the re-order or replacement.

    Damaged good(s):

    Everything leaves Nzo in good condition. If you receive a damaged item report it to the appropriate carrier straight away, and let us know ( within 3 days.

    Any questions or comments please email:

    We make comfy gear that lasts. If you are not satisfied, please let us know. If you are stoked, please leave a review!