Order Cancellations

Can I cancel my order?

Yes, as long as your order hasn't yet been dispatched, we can cancel it and arrange a full refund. The sooner you get in touch, the better your chances of catching it before it leaves our warehouse.

How to request a cancellation

To cancel your order, contact us with your order number and let us know you would like to cancel. We'll check the status of your order and get back to you as quickly as possible.

You can reach us by:

• Email: support@tradetested.co.nz
• Phone: 0800 800 880 (Mon–Sat, 9am – 5pm)
• Live chat on our website

If your order hasn't been dispatched

Great news. We can cancel your order and process a full refund to your original payment method. Please allow 3–5 working days for the refund to appear in your account. We'll send you an email confirmation once it's been processed.

If your order has already been dispatched

Once your order is on its way with the courier, we're unable to cancel it directly. However, you still have options:

• Refuse the delivery: When the courier arrives, you can refuse to accept the parcel. It will be returned to us and we'll process your refund once we receive it back.
• Return after delivery: If you've already received the item, you can return it to us under our standard return conditions, the product must be unused and in its original packaging, returned within 30 days. Return shipping is at your cost, and the original shipping charge is non-refundable.
• Courier intercept: In some cases, we may be able to contact the courier to intercept your parcel before delivery. This isn't always possible, but we're happy to try.

Partial cancellations

If your order contains multiple items and you only want to cancel some of them, just let us know which items you would like removed. We'll check the dispatch status of each item individually and process accordingly.

Refund information

• Refunds are processed within 3–5 working days to your original payment method.
• If you paid by bank transfer, we may ask for your bank account details to process the refund.
• PayPal refunds may take slightly longer than card refunds to appear.
• You'll receive an email confirmation once your refund has been processed.
• Please note: If your order has already been dispatched, the original shipping cost is non-refundable.

What if my order was cancelled but still shipped?

On rare occasions, an order may still be dispatched after a cancellation has been confirmed. If this happens, please get in touch with us. We'll arrange for the item to be returned at no cost to you and process your refund promptly.

Contact us

Need to cancel an order or have questions about the process? Get in touch:

• Email: support@tradetested.co.nz
• Phone: 0800 800 880
• Live chat: Available on our website
• Hours: Mon–Sat, 9am – 5pm