Refund policy

30-Day Satisfaction Guarantee (Change-of-mind returns)

We want you to actually use your Stance IQ before deciding whether it's for you. Take it to the range, use it, and if you don't see the value within 30 days of receiving it, send it back for a full refund of the purchase price.

You can return it used. Unlike a standard change-of-mind return, we don't require the mat to be unused or in its original packaging - light use is exactly what the guarantee is for. We simply ask that it comes back in good working condition, which means:

• clean and dry, with any chalk markings wiped off (faint ghosting from liquid chalk is normal and is not a problem);
• complete - mat, carry bag, chalk pen and Quick Start Guide;
• free from damage caused by use outside our care instructions, such as cuts or tears, permanent creasing from crushing, solvent or cleaning-product damage, permanent or non-chalk marker, or damage from standing on or hitting off the mat.

To start a return, contact us at hello@divotworks.co within 30 days of receiving your order, with your order number. We'll confirm your return and send instructions. Returns need to be sent to: 9 Chiltern Crescent, Glen Innes, Auckland 1072, New Zealand. Items sent back to us without first requesting a return will not be accepted.

Return shipping is at your cost. For customers in Australia, this means international return postage to New Zealand, and we recommend a tracked service - we can't refund a return that doesn't reach us. The original shipping charge on your order is not refunded.

Once your return arrives we'll inspect it and process your refund within 7 days.

Faulty, damaged or incorrect items

Please inspect your order on arrival and contact us at hello@divotworks.co with a photo if your item is defective, damaged in transit, not as described, or if you've received the wrong item — we'll make it right with a repair, replacement or refund, and we'll cover any shipping involved. In most cases we won't need you to post the item back to New Zealand.

Your rights under consumer law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (for customers in Australia) and the Consumer Guarantees Act 1993 (for customers in New Zealand). For Australian customers: you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage; you are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply in addition to our 30-day change-of-mind policy and are not limited by it. The change-of-mind conditions above (unused, original packaging, sale-item exclusions, return shipping at your cost) do not apply to claims for faulty, damaged or incorrectly supplied items.

Exceptions (satisfaction guarantee only)

Certain items can't be returned under our change-of-mind policy: custom products (such as special orders or personalised items), sale items and gift cards. This exception applies to change-of-mind returns only — if a sale or custom item is faulty, your consumer law rights above apply in full. Please get in touch if you have questions about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We'll notify you once we've received and inspected your return and let you know if the refund is approved. If approved, you'll be automatically refunded on your original payment method, in the currency you paid, within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 14 business days have passed since we approved your return, please contact us at hello@divotworks.co.