Refund policy
Refund, Returns & Warranty Policy
At Breastfriend, our goal is to help every mum feel confident in her purchase. This policy complies with the New Zealand Consumer Guarantees Act 1993 (CGA), so your consumer rights are always protected.
1. Change of Mind
We can only accept change-of-mind returns on The Breasties pump set, and only if:
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The pumps remain sealed, either inside their original case or in alternate protective packaging with the hygiene seal fully intact and unopened, and
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The return is requested within 7 days of delivery.
If any seal has been broken, the case or packaging opened, or parts removed, the pump set is no longer eligible for return.
All other items — including silver nipple cups, milk storage bags, pump parts, and accessories — are non-returnable for change of mind due to hygiene and safety reasons.
2. Faulty or Defective Products
If you believe your product is faulty, damaged, or not performing as expected, you may be entitled to a repair, replacement, or refund under the CGA and our Limited Warranty.
Warranty coverage
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12 months — pump motor, battery, and charging components
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90 days — pump parts such as flanges, valves, diaphragms, and connectors
Covers manufacturing defects only and excludes:
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Milk or liquid inside the motor, display, or charging port
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Use of non-approved chargers (see below)
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Failure to remove the motor before pouring milk
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Submerging the motor or exposing it to steam, refrigeration, or freezing
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Dropping, over-tightening, or forcing components
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Normal wear and tear
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Repairs or modifications not authorised by Breastfriend NZ Ltd
Approved chargers
Only use chargers or USB ports that output 5V (for example “Output: 5V ⎓ 1A”, “5V ⎓ 2A”, or “5V ⎓ 3A”).
Suitable options include:
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Standard non-fast-charge phone chargers
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USB ports on laptops or PCs
Do not use fast-charging adapters, high-voltage wall plugs, or multi-port chargers that exceed 5V output — these can permanently damage the motor and will void your warranty.
Breastfriend NZ Ltd accepts no responsibility for damage caused by use of incorrect chargers.
Any evidence of liquid ingress, electrical damage, or use of incompatible chargers voids the warranty.
3. Assessment Process
Before a replacement or refund can be issued, the product must be assessed.
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We may complete a visual inspection from clear photos or video.
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If the issue can’t be verified visually, the full pump set (both motors and accessories) must be returned for inspection.
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Returns must be sent via tracked courier with signature required, including your invoice or order number in the box.
Assessment outcomes
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If a manufacturing fault is confirmed, we’ll repair or replace the affected component at no cost and reimburse your reasonable return shipping costs (with proof of cost).
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If no fault is found and the product performs within specification, it will be returned to you and no refund or replacement will be issued. Assessment outcomes are final.
4. Condition of Returned Items
Returned items must be unused, in original packaging, and in resalable condition (unless returned for fault assessment).
Items returned incomplete, damaged, or showing use inconsistent with the reported fault will be returned to you without refund or replacement.
5. Refunds
Approved refunds are processed back to your original payment method within 7 business days.
Shipping costs are refunded only if the item was incorrectly sent or proven faulty after inspection.
We do not charge a restocking fee for returned items.
6. Exchanges
If your product is found to be faulty, we may offer an exchange instead of a refund, depending on stock availability.
7. Consumer Rights
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993.
If you believe an issue hasn’t been resolved fairly, you may seek advice from Consumer Protection NZ or the Commerce Commission.
8. Contact Us
For all return, refund, or warranty inquiries, contact:
hello@breastfriend.co.nz