Refund policy

Returns & Refunds Policy

Last updated: August 20th, 2025

We want you to love your purchase. If something isn’t right, this policy explains how returns and refunds work at Aroha Artisan.

1) Change-of-Mind Returns (14 days)

  • You may return eligible items within 14 days of delivery.

  • Items must be unused, in original condition, and returned with all original packaging, accessories and inserts.

  • Return shipping is at the customer’s cost. We recommend a tracked service; we are not responsible for returns lost in transit.

  • Once received and inspected, approved refunds are issued to the original payment method (typically within 3–5 business days after we process the return).

How to start a return:
Contact us at Contact Us with your order number and reason for return. We’ll reply with return instructions and the returns address.

2) Custom & Personalised Items

Because custom and personalised work is made just for you (e.g., custom engraving, names, dates, logos), these items are not eligible for change-of-mind returns or exchanges.
If your custom item arrives faulty or incorrect, you are fully covered—see Section 3.

3) Faulty, Damaged, or Incorrect Items (CGA)

If your item arrives damaged, faulty, or not as described:

  • Contact us at Contact Us within 7 days of delivery with photos and your order number.

  • Under the Consumer Guarantees Act 1993, you’re entitled to a repair, replacement, or refund for a failure of reasonable quality.

  • For confirmed faults or our error, we will cover reasonable return shipping or provide a prepaid label.

4) Exchanges

Exchanges are handled as a return + new purchase:

  • Return the item under Section 1.

  • Place a new order for the item you’d like instead.

5) Non-Returnable Items

  • Custom/personalised items (except where faulty or incorrect).

  • Gift cards.

  • Items returned used, damaged, or missing original packaging/parts (these may be declined or subject to a partial refund at our discretion).

6) Refund Processing

  • We’ll email you when your return is received and inspected.

  • Approved refunds go back to your original payment method. Processing times depend on your bank/Afterpay/issuer.

  • Shipping fees (original and return) are non-refundable for change-of-mind returns.

7) International & AU Orders

Change-of-mind returns from outside NZ follow the same 14-day rules; customers cover return shipping and any duties/taxes. Faulty/incorrect items are covered per Section 3.

8) Your NZ Consumer Rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986.