Refund policy

Please choose carefully as we do not refund if you change your mind. We are happy to exchange your items within 14 days, with a completed returns form, providing the items are in their original condition. If the items are faulty we will meet our obligations under the Consumers Guarantees Act to provide a remedy. If it is 14 days or longer since your purchase, we cannot offer a refund or exchange.

To be eligible for return, your item must be unused and in the same condition that you received it. Returned or exchanged item/s must be:

  • unworn
  • in original condition
  • have all tags attached

Any item/s that have been worn, altered or damaged will not be exchanged, credited or refunded. Clothing may be returned for a smaller/larger size or if the garment is faulty. Please check with us for size availability. All other University memorabilia will only be accepted if the item is faulty. Please email shop@otago.ac.nz or phone 64 3 479 5323 before returning items.

Download the Online Shop returns form (PDF 160kb)

Send your returned item/s, a copy of the original receipt plus the Returns form to:

University of Otago Online Shop
Visitors’ Centre
Corner of Cumberland & St David Streets
North Dunedin
Dunedin 9016
New Zealand

Return shipping costs

The shipping costs of returning or an exchanging an item/s is at your own expense. We will only pay the return shipping costs if the return is our error or an item is faulty. Please email shop@otago.ac.nz to arrange this.

If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. 

We do not guarantee that we will receive your returned item.

Refunds

You should receive your refund within four weeks of giving the goods to the return shipper.

This timeframe includes:

  • the transit time to receive your return from the shipper (5 to 10 business days)
  • the time it takes us to process your return once we receive it (3 to 5 business days)
  • the time it takes your bank to process our refund request (5 to 10 business days)

You will be refunded the value of the item at the time of your transaction. Refunds will be made back to the means of purchase, e.g. the credit or debit card used to pay for the original purchase.

Returns in person

These may be made at the University of Otago Visitors Centre, corner of St David and Cumberland Streets, Dunedin.

Late or missing refunds

If you haven’t received your refund:

  • Contact your credit card company, it may take some time before your refund is officially posted
  • Contact your bank, there is often some processing time before a refund is officially posted
  • After contacting your credit card company and bank and, if you have still not received your refund, please email shop@otago.ac.nz

Sale items

No sale items will be exchanged or refunded.