Refund policy

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Returns & Refund Policy

Last updated: 19.04.2026

At On Q, we aim to make gifting simple, thoughtful, and stress‑free. This policy explains when refunds or returns may apply and what to expect when purchasing our services or gifts.

1. Subscription Refunds

On Q subscriptions provide immediate access to our services, including reminders, date tracking, and personalised gift suggestions.

Subscriptions are generally non‑refundable once the subscription period has begun.

This is because:

  • Access is granted immediately after purchase
  • Services are made available straight away

However, this does not limit your rights under the Consumer Guarantees Act 1993 (NZ).

If you believe your subscription has a fault or was misrepresented, please contact us.

2. Gift Purchases & Returns

2.1 Gift Purchases

Gifts may be sourced and purchased on your behalf from third‑party suppliers or local businesses.

Because of this:

  • Returns and refunds are subject to the supplier’s return policy
  • Some items may be non‑returnable due to their nature (e.g. customised, perishable, or gift‑wrapped items)

We will always make reasonable efforts to assist you with returns or supplier communication where possible.

2.2 Custom or Wrapped Items

Items that have been:

  • Customised
  • Personalised
  • Gift wrapped
  • Specially ordered for a specific date or recipient

may not be eligible for return or refund unless required by law.

3. Cancellations

Before a Gift Is Purchased

If you cancel before a gift purchase is made, no gift‑related charges will apply.

After a Gift Is Purchased

Once a gift has been confirmed or ordered:

  • Cancellations may not be possible
  • Refunds depend on the supplier’s terms
  • Any non‑recoverable costs may not be refundable
4. Faulty or Incorrect Items

If a gift arrives:

  • Faulty
  • Damaged
  • Incorrect
  • Not as described

Please contact us within 7 days of delivery with:

  • Your order details
  • Photos of the issue (where applicable)

We will work with the supplier to resolve the issue in line with NZ consumer law.

5. Missed Dates or Reminders

On Q relies on the information you provide.

We are not responsible for:

  • Incorrect dates
  • Incorrect recipient details
  • Missed reminders caused by inaccurate information

However, if an issue occurs due to a system error on our side, please contact us and we will investigate promptly.

6. Refund Processing

If a refund is approved:

  • It will be issued to the original payment method
  • Processing times depend on your bank or payment provider
  • Any third‑party fees already incurred may be excluded where legally permitted
7. Consumer Guarantees

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand consumer law.

8. Contact Us

If you have any questions about returns, refunds, or cancellations, please contact us:

On Q
📧 Email: support@onqgifting.com
📍 Location: New Zealand