Refund policy

At Alle Ana, The Hospital Bag Store NZ, we want you to feel completely happy with your order. We know most of our parcels are packed for one of life's biggest moments, so if something isn't right, we'll sort it.

We have a 7 day return policy, which means you have 7 days after receiving your item to request a return.

Returns
To be eligible for a return, your item must be unused, in the same condition you received it, and in its original packaging. You'll also need your receipt or proof of purchase. Customers are responsible for return shipping costs unless the return is due to a mistake on our part.

To start a return, email us at info@alleana.co.nz. If your return is accepted, we'll send you a return shipping label along with instructions on how and where to send your package. Items sent back without requesting a return first can't be accepted.

Damages and issues
Please check your order when it arrives. If anything is damaged, faulty, or not what you ordered, get in touch straight away with photos so we can put it right quickly with a replacement or refund.

Non-returnable items
Some items can't be returned for hygiene and safety reasons, including perishable goods (like snacks and teas), personal care items, and custom or personalised products. Sale items are also final. If you're unsure about your item, just ask.

Exchanges
Want to swap for a different product? Email us and we'll arrange it. Exchanges depend on availability and we'll sort any price difference with you.

Refunds
Once we've received and inspected your return, we'll let you know whether your refund is approved. If approved, you'll be refunded to your original payment method within 10 business days. Banks and card providers can take a little extra time to process it on their end. If more than 15 business days have passed since approval, email us at info@alleana.co.nz.

We're a small NZ business run by a mum, and your experience matters to us. Any questions at all, reach out at info@alleana.co.nz.