Returns Policy

This policy applies to our hand-felted wool products (including Tush Cush products) sold via thegood.co.nz. Our cushions are handmade from New Zealand wool, so small variations in colour, shape and texture are a natural part of the product and not considered a fault. 

1) Your rights under New Zealand consumer law (faulty items)

If your item is faulty, not as described, or not of acceptable quality, you are entitled to a remedy under the Consumer Guarantees Act (CGA). Depending on the issue, this may include a repair, replacement, or refund. 

  • If the problem is major, you may be entitled to choose a refund or replacement.

  • If the problem is minor, we may repair, replace, or refund (as appropriate).

We offer refunds for faulty products in line with the CGA.

2) Change-of-mind returns (not faulty)

Because our products are handmade and small batches vary, change-of-mind requests are considered case-by-case. In some instances, we may offer a store credit rather than a refund. 

If we agree to a change-of-mind return, these conditions apply:

  • You must contact us within 7 days of delivery.

  • Item must be unused, clean, free of odours, and in original condition.

  • Item must be returned in original packaging (or packaging that protects it equally well).

  • Return shipping is your responsibility, and we recommend tracked postage.

3) Items that usually can’t be returned for change of mind

Unless required by the CGA, we generally don’t accept change-of-mind returns for:

  • Sale/clearance items (unless faulty)

  • Customised or made-to-order items (where applicable)

4) Damaged in transit

If your order arrives damaged, please contact us within 48 hours of delivery with:

  • Your order number

  • Photos of the damage and packaging

We’ll work with you to resolve it as quickly as possible.

5) How to request a return

  1. Contact us via the Contact page on thegood.co.nz with your order number and a brief description.

  2. If the item is faulty, include photos/videos showing the issue.

  3. We’ll confirm the return approval (if applicable) and provide return instructions.

Please don’t send items back without contacting us first.

6) Refunds: how they’re issued and how long they take

If a refund is approved:

  • Refunds are returned to your original payment method (processed via Stripe).

  • Once processed by us, timing depends on your bank/card issuer (often a few business days).

If a store credit is offered/accepted for a change-of-mind return, we’ll issue it once the item is received and checked.

7) Return shipping costs

  • Faulty/incorrect items (CGA cases): we’ll cover reasonable return shipping where required to provide the remedy.

  • Change-of-mind returns: you cover return shipping, and original shipping charges aren’t refundable.

8) Contact

For returns or refund requests, please use the Contact page on thegood.co.nz.

Last updated: 16 February 2026