Refund policy

Returns & Refunds Policy

Clearstream aims to provide a fair and transparent returns process. Please read the information below before requesting a return or refund.

Change of Mind Returns

If you change your mind, you may request a return within 14 days of delivery.

  • Items must be unused, unopened, and in original condition
  • Change-of-mind returns are assessed on a case-by-case basis
  • Original shipping fees are non-refundable
  • If approved, customers are responsible for return shipping costs

In some cases, a return may not be required and a refund may be issued without the item being sent back.

Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please contact us within 7 days of delivery.

Please include:

  • Your order number
  • Clear photos or video showing the issue

Once reviewed, we will offer one of the following:

  • Replacement
  • Full refund
  • Partial refund (where appropriate)

Faulty or damaged items do not usually need to be returned.

Items Not Eligible for Return

Unless faulty, we cannot accept returns for:

  • Used or installed items
  • Items damaged due to misuse or incorrect installation
  • Clearance or final sale items
  • Hygiene-sensitive products (if applicable)

Refunds

  • Refunds are issued to the original payment method
  • Approved refunds are typically processed within 3–5 business days
  • Your payment provider may take additional time to release funds

Contact

For all return and refund enquiries, contact:

Email: hello@clearstream.nz
Please include your order number and supporting images where applicable.