Refund Policy
We want you to love your Dream Bug. If something's not right, we'll sort it out.
Pre-Order Cancellations
Changed your mind? No worries. You can cancel your pre-order at any time before your order ships and receive a full refund — no questions asked.
After Delivery — 30-Day Satisfaction Guarantee
Once you receive your Dream Bug eyemask, you have 30 days to decide if it's for you. If it's not, you can return it for a full refund of the product price.
- The eyemask must be returned in its original condition (unwashed, undamaged).
- Shipping costs are non-refundable. You are also responsible for return shipping costs.
- Once we receive the returned item and confirm its condition, we'll process your refund.
Faulty or Damaged Products
If your eyemask arrives damaged or is faulty, we'll make it right — replacement or full refund including shipping, your choice. This is in addition to your rights under the New Zealand Consumer Guarantees Act 1993.
How to Request a Refund
Send us an email:
Email: [email protected]
Include your name, order number, and the reason for the refund. We'll get back to you within 2 business days.
Refund Processing
- Refunds are processed back to your original payment method via Stripe.
- Please allow 5–10 business days for the refund to appear on your statement, depending on your bank.
- Refunds are issued in NZD. If you paid in another currency, the refunded amount may differ slightly due to exchange rate fluctuations.
Late or Missing Refunds
If you haven't received your refund within 10 business days of our confirmation, please check with your bank first, then contact us at [email protected] and we'll investigate.
Dream Bug is operated from New Zealand. Your rights under New Zealand consumer law are not affected by this policy.