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.


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.

Non eligible item(s):

Discount items : We will occasionally discontinue products and put them on sale to clear the remaining stock. Due to the low prices offered and short supply of stock on this web store these clearance items cannot be returned for exchange or refund.

On Demand Production: They have been specially customised for you, so we can't exchange or refund them. Please take your time with choosing your size, and get in touch with if you are unsure, we can help you decide on your size.

However, if you get the sizing wrong we will help you replace the product with a 50% discount.

How to proceed:

  1. Return your On Demand product for Exchange Size 
  2. Use a traceable shipping courier
  3. Email us at / EXCHANGE ON DEMAND PRODUCT SIZE and let us know the following:
    • Order Number (or full name)
    • Return tracking number and carrier name (so we can track it)
    • The item to replace and the new size you need
    • Any other items you may like to order at the same time
    • You will receive an invoice - from Brand Impact Global Limited / Nzoactive - for the replacement with 50% discount applied to the On Demand product to be replaced
    • Once we receive payment, we will produce the replacement, that will take about 3 or 4 weeks to get to you.
    • Shipping the replacement order wil be free of charge

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 colour and/or 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.

Return Address:

Where to return items purchased through if you are in New Zealand or Australia

Nzo Active - Returns / Exchange 
8 - 10 Te Manga Place, Ngongotaha,
Rotorua 3010, New Zealand - Tel : + 64 735 728 72

Where to return items purchased through if you are anywhere else in the world

Brand Impact Global Limited – NZO Active - Returns / Exchange
Block F, 602, Wah Hing Industrial Mansion, 36 Tai Yau Street, San Po Kong, Kowloon, Hong Kong SAR - Tel : + 852 35162300

Any questions or comments please email:

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