SUMMIT AND FLOW

Returns, Exchanges & Refunds Policy

Effective: March 2026  |  Version 2.0

Quick Reference Guide

Not sure if your item is eligible? Use this table as a guide, then read the full policy below.

1. Return Eligibility — Full-Price Items

We accept returns on full-price items only, subject to the following conditions being met in full:

• The item was purchased at full price (no discount applied at time of purchase)

• Your return is initiated within 14 days of the purchase date (in-store) or within 14 days of receiving your order (online)

• The item is unworn, unwashed, and in its original condition

• All original tags are still attached to the item

• You provide valid proof of purchase — your receipt (in-store) or order confirmation email (online)

If any of the above conditions are not met, we reserve the right to decline the return and send the item back to you at your cost.

What ‘original condition’ means

Items must be returned exactly as purchased — free from odour, makeup, deodorant marks, pet hair, wash marks, or any signs of wear. We take the condition of returned items seriously, and items that appear to have been worn and returned will not be accepted.

2. Resolution Options

For eligible full-price returns, we offer the following resolutions. We'll work with you to find the most suitable outcome.

• Full refund to your original payment method, processed within 5 working days of us receiving and approving the return.

• Exchange for another item of equal or lesser value. Please note: because we stock limited runs, we cannot guarantee the availability of your preferred size or style. Exchanges are subject to stock availability at the time of processing.

• Store credit / gift voucher valid for use in-store and online, with a 3 year expiry date.

• Repair or replacement where applicable for items with a manufacturing fault.

3. Sale Items

Sale items (discounted at less than 30%)

• Sale items are eligible for store credit or size exchange only.

• No refund will be issued on any sale item, regardless of the reason.

• Store credit has no expiry date and can be used in-store or online.

• Size exchanges are subject to stock availability at the time of processing.

Sale items discounted at 30% or more

• Items discounted at 30% or more are not eligible for a refund, store credit, or exchange.

• These purchases are considered final at point of sale.

• The only exception is a genuine manufacturing fault — see Section 7.

Items marked FINAL SALE

• FINAL SALE items cannot be returned, exchanged, or credited under any circumstances.

• FINAL SALE items will be clearly marked on the product page, at checkout, and in your order confirmation email.

4. Non-Returnable Item Categories

The following item categories cannot be returned, exchanged, or credited under any circumstances, regardless of whether the item is full-price or sale. This is in place for hygiene and safety reasons.

• Underwear and swimwear

• Pierced earrings and pierced jewellery

• Hats and face coverings

• Gift cards and vouchers

• Custom or personalised items

The only exception to the above is if an item has a genuine manufacturing fault, in which case your rights under the NZ Consumer Guarantees Act 1993 apply.

5. In-Store Returns

If you purchased your item in-store at Summit and Flow, please return it directly to us in-store. We are unable to process in-store purchases through our online returns process.

What to bring

• The item(s) you wish to return, in original condition with tags attached

• Your original receipt

How it works

• Bring your item into the store within 14 days of purchase.

• Our team will assess the item and confirm whether your return meets our eligibility criteria.

• If approved, your resolution (refund, exchange, or store credit) will be processed immediately in-store.

• Refunds will be returned to your original payment method only. We are unable to issue refunds in cash or to a different payment method.

Please note: items purchased in-store cannot be returned via our website or online returns process.

6. Online Returns

If you purchased through the Summit and Flow website, please follow the steps below to initiate a return. We want to make this as straightforward as possible.

Step 1 — Contact us within 14 days

Email us at hello@summitandflow.co.nz within 14 days of receiving your order. Please include:

• Your order number

• The item(s) you wish to return

• Your reason for returning

• A photo of the item if you believe it is faulty

Step 2 — Await confirmation

We will review your request and confirm whether your return is eligible within 2–3 business days. If approved, we will provide you with our return address and packaging instructions.

Step 3 — Package and send

• Pack the item securely with all original tags attached and include a copy of your order confirmation.

• Send the item to the address provided using a tracked courier service.

• You are responsible for the item until it is received by us. We recommend using a tracked service, as Summit and Flow cannot be held responsible for items lost or damaged in transit.

Step 4 — Processing

Once we receive your return, please allow 5–10 business days for our team to assess and process it. We will contact you by email once a decision has been made and your resolution has been actioned.

6a. Online Return Shipping Costs

• Faulty or incorrect items: Summit and Flow will cover the cost of return shipping. Please contact us at hello@summitandflow.co.nz first — we will assess your item and arrange return shipping once confirmed.

• All other returns (change of mind, sizing, etc.): Return shipping is at the customer’s expense. We recommend using a tracked courier service.

Original shipping costs are non-refundable unless the return is due to a fault or error on our part.

6b. Returning Online Purchases In-Store

If you purchased online and would prefer to return in-store, you are welcome to do so. Please ensure your return meets all eligibility conditions above, and bring your order confirmation email as proof of purchase. Our team can process refunds to the same card used for the original purchase, as well as exchanges and store credit.

7. Faulty or Incorrect Items

We stand behind the quality of every item we stock. If you believe your item has a manufacturing fault, or if you have received an incorrect item, please contact us directly at hello@summitandflow.co.nz to arrange the return of the product.

Please include your order number and clear photos of the fault or incorrect item so we can assess the situation promptly. Once we have reviewed your claim, we will be in touch to organise next steps including return shipping at our cost.

Faulty items are eligible for a refund, exchange, or repair regardless of whether the item was purchased at full price or on sale, and regardless of how long ago it was purchased, subject to the Consumer Guarantees Act 1993.

8. Your Rights Under NZ Consumer Law

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product fails to meet a consumer guarantee — for example, if it is not of acceptable quality or does not match its description — you are entitled to a remedy under NZ law, regardless of whether the item was purchased at full price or on sale.

If you believe your consumer rights apply to your situation, please contact us directly and we will work with you to resolve the matter fairly and promptly.

9. Gift Purchases

If you received an item as a gift, we are happy to offer an exchange or store credit provided the item meets all return eligibility conditions and is returned within 14 days of the original purchase date. A copy of the original receipt or order confirmation will be required.

We are unable to issue a refund to a payment method that is not your own. If a refund is required, this will need to be arranged with the original purchaser.

10. Contact Us

We’re a small team and we genuinely care about getting this right for you. If you have any questions about your return or are unsure whether your item is eligible, please reach out before sending anything back.

Email: hello@summitandflow.co.nz

Phone: 03 693 9070

Store address: Summit and Flow, Old Post Office Building, 47/49 Talbot Street, Geraldine 7930

Store hours:  

 

For online order enquiries, please have your order number ready when you contact us.

Summit and Flow  |  Returns & Exchanges Policy  |  Version 2.0  |  March 2026

This policy should be read in conjunction with our Terms & Conditions and Privacy Policy.