Refund policy
Changed your mind
Thirty days from the day it arrives. You do not need to justify the decision beyond telling us it is a change of mind.
- The item comes back unused, in its original packaging, in a condition we can sell again
- You pay the return postage
- We refund to the original payment method, usually within 5 to 10 working days of the parcel reaching us
- The original shipping you paid is not refunded
Faulty, damaged, or not what we said it was
This is different, and it is on us.
If something arrives damaged, develops a fault, or does not do what we described it doing, contact us with your order number and a photo. We will repair it, replace it, or refund it. Where the failure is serious you choose which of those three you want, and we pay the return postage.
Everything we make is sold on one claim: it comes out in one motion, and nothing lives behind anything else. If that does not hold in your house, that is a product that has not done its job, not a change of mind.
Your rights under New Zealand law
This policy sits alongside the Consumer Guarantees Act 1993 and adds to it. It does not replace it or limit it, and nothing written here reduces the rights that Act gives you. Where this policy is less generous than the law, the law applies.
How to start a return
Email us through the contact page with your order number, which product it is, and what happened. We will send return instructions and the address. Please do not send anything back before you have those, or we may not be able to match the parcel to your order.
What we cannot accept back
- A change of mind after thirty days
- Items returned used, or without their packaging, where the fault is not ours
Neither of these applies to a faulty product. A fault is a fault whether or not the box survived.
Before you order, measure
Wrong size is the most common reason anything comes back in this category, and ninety seconds of measuring prevents most of it. Floor to slat under the bed, the rail diameter in the wardrobe, the shelf depth in the linen cupboard. Send us the three numbers and we will tell you straight, including when the answer is that it will not fit.