Just a moment...
Loading...
Loading...
The What's In? Gazette · Legal Notices
When do you get your money back?
Last updated: 1 January 2026 · Jurisdiction: New Zealand
Short answer: if the item doesn't arrive or isn't as described, we've got you covered — as long as you raise a dispute in time.
Your window: 14 days from the seller's marked dispatch date.
After that window, the payment has transferred to the seller and we cannot reverse it.
| Scenario | Outcome | Timeframe |
|---|---|---|
| Item not received — tracked, not delivered | Full refund | After investigation (24–48hr) |
| Item not received — tracked, shows delivered | Investigation required — KYC needed | 24–48hr review |
| Item not received — untracked | Full refund (seller assumed risk) | After KYC verification |
| Item not as described | Investigation — evidence required | 24–48hr review |
| Item arrived damaged | Investigation — photos required | 24–48hr review |
| Buyer changed mind | No refund (private sale) | N/A |
| Dispute raised after window | No refund available | N/A |
| Seller didn't dispatch | Full refund | Automatic on dispute |
✓ Protected: Tracked Shipments
If your tracked parcel shows as undelivered after the expected delivery window, we will investigate and issue a full refund if confirmed lost. NZ Post claims are handled by What's In? on your behalf.
⚠️ Important: Dispute Window
You must raise a dispute before the dispute window closes. Once the window expires, funds have transferred to the seller and we cannot reverse the transaction. This protects sellers from indefinite payment holds.
Since buyers pay no fees, there are no buyer fees to refund. Buyers pay exactly the listed price.
The seller's platform fee (7.5%) is only charged when an item sells, so no refund is needed if the item doesn't sell. Extra photo fees ($0.50 each, max $2.00) are non-refundable once the listing is published.
Refunds are returned to your original payment method within 5–10 business days depending on your bank or card provider. The money leaves our system immediately — bank processing times are outside our control.
You will receive an email confirmation when a refund is initiated.
Navigate to Account → Orders. Find the relevant order.
Available within the dispute window. Select your reason and provide a description.
For non-receipt claims, you will be directed to complete Stripe Identity (government ID verification). This typically takes under 2 minutes.
Upload any supporting photos (for damaged or incorrect items). The more evidence, the faster the resolution.
Our team reviews within 24–48 hours. You'll receive an email with the outcome.