Refund policy

Refund Policy

We aim to ensure your complete satisfaction with your purchase. Please review our refund policy below for clarity on how returns and refunds are handled.

 

General Return Policy

If you are not completely satisfied with your purchase, we will gladly refund the price of your purchase, minus actual shipping and handling costs (see points 3, 5, and 6 below), upon safe return of the item. Notification of return must be made within 14 days of receiving the goods.

 

Consumer Guarantees Act

Under the Consumer Guarantees Act of New Zealand, we are not legally required to provide a refund or replacement if you change your mind. However, for online orders and clients purchasing sight unseen, we offer a 14-day change-of-mind period, provided the goods are not customized or personalized.

Our guarantee and the Consumer Guarantees Act of New Zealand do require that we are given reasonable opportunity to replace, repair or or remedy any products or services found to be faulty, and that we cannot be held liable for compensation if third party repair or replacement costs are incurred before giving us said opportunity and a reasonable timeframe to rectify any situation first.

 

Return Shipping

To ensure the safe return of your item, we strongly recommend using an insured courier service such as DHL or FedEx.

 

Engraved, Special, or Custom Orders

Engraved, special, or custom orders are final and cannot be exchanged or returned, except for sizing and minor modifications, which may incur a charge if possible for the item in question.

 

Return Procedure

 1. Contact Us: Email us to explain the issue. If necessary, we will issue you a Return Merchandise Authorization (RMA) number.

2. Shipping: Send the package back to us using a courier service (e.g., DHL), ensure the package is insured, label the customs declaration as “Returned Faulty Merchandise,” and include a copy of the original invoice if available.

3. Refund Process: Once we safely receive your package, we will refund the purchase cost, minus our original shipping costs, provided you have the RMA number. Please note that even if your order originally qualified for free shipping (e.g., if it was over a certain amount), we will still deduct the actual shipping cost we incurred from your refund.

4. Restocking or Repair Fees: We reserve the right to not accept a return and may charge a restocking or repair fee if the item is damaged, requires alteration, or has been worked on by a third party.

Refusal of Delivery Refusing delivery of a package—whether by rejecting it in person, failing to collect it, or refusing to pay valid customs duties and taxes—is not an acceptable method of return. To initiate a return for an eligible item, you must first accept delivery of the package.

Please be aware of the following consequences if a package is refused and returned to us:

• For Engraved, Special, or Custom Orders: As stated above, these items are final sale. Refusing delivery does not override this policy. No refund will be issued for refused custom orders, and you may be billed for the return shipping costs, duties, and administrative fees incurred by us to recover the package.

• For Standard Orders (Eligible for Return): If you refuse delivery of an item that is otherwise eligible for our 14-day change-of-mind return, we will deduct all return shipping costs, administrative fees, and any non-refundable duties or taxes from your refund. The remaining balance will only be processed once the goods have been safely received and inspected at our facility.

Additional Conditions

 5. Customs Duties and Import Taxes: We cannot refund any customs duties, tariffs or import taxes incurred. High-value returns may also incur non-refundable customs clearance charges from the New Zealand government, which will be deducted from the refund or added to reshipping charges for resized, exchanged, or modified items.

6. Credit Card and PayPal Fees: When issuing a refund, credit card processors and PayPal no longer reimburse the fees they charge us to accept your payment.  Therefore, we now retain this amount as a non-refundable processing fee. We want to be transparent and upfront about why this is and also to be clear that we make no profit from this.

Payments made with credit cards, debit cards, or PayPal involve transactions passing through global payment networks such as Visa or Mastercard. These networks and their processing partners impose a non-refundable fee of typically 3.5%, to as much as 4% on each transaction. Recently, they have ceased reimbursing this fee in the event of a transaction reversal. Consequently, when we provide a refund, we are still obligated to cover the initial processing fee. 

For instance, refunding a $10,000 purchase results in a $350 loss in processing costs. Given the absence of a fee cap, this loss can be significant, particularly for higher-value orders. To prevent substantial losses with any customer change of mind, we deduct the non-refundable processing fee from the refunded amount. This practice ensures that we can sustain our commitment to delivering top-quality products and services.  

7. Currency Fluctuations: Depending on the payment method chosen at checkout, charges and refunds may be denominated in NZD. In the event of a refund, currency fluctuations may result in a different amount being refunded if your original account is in a currency other than NZD. This is beyond our control and will need to be addressed with your bank or credit card company.

Cancellation Policy

 1. Engraved, Special, or Custom Orders: Once work has commenced on an engraved, special, or custom order, it cannot be canceled.

2. Other Orders: Orders can be canceled if we receive your notification before the goods are shipped. Canceled orders placed via PayPal or credit card will be refunded subject to a handling fee as outlined in point 6 of our refund policy.