Returns & Refunds Policy

OVERVIEW

Your rights under NZ law: Under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, you have rights that this policy cannot override. Nothing here limits those statutory rights.

We want you to be happy with your purchase. Because our products are handmade ceramics, each piece is unique — please read this policy carefully before ordering, as change-of-mind returns are treated differently from faulty or damaged item returns.

AT A GLANCE

HANDMADE AND NATURAL VARIATION

All of our ceramics are handmade, which means no two pieces are identical. Natural variation in glaze colour, surface texture, size, and finish are characteristic of handmade work and are not considered faults. Product photos are representative — slight differences in tone or finish from the images shown are expected and not grounds for a return.

If you have questions about a specific piece before purchasing, please contact us at rosyndrich@gmail.com and we will do our best to provide additional photos or information.

DAMAGED IN TRANSIT

If your item arrives broken or damaged, we are sorry — please take the following steps as soon as possible:

• Do not throw away the packaging. Keep the outer box, all internal packaging, and the broken item — these are required for a courier claim.

• Photograph everything within 24 hours of delivery: the outer box (showing any damage), the internal packaging, and the broken item itself.

• Contact us within 48 hours of delivery at edit: contact email with your order number and photos attached.

Claims reported after 48 hours may be difficult or impossible to pursue with our courier. We appreciate your prompt attention to this as it allows us to act quickly on your behalf.

Once we have confirmed the damage occurred in transit, we will offer:

• A replacement item (subject to stock availability), or

• A full refund to your original payment method.

You will not need to return the broken item in most cases, but we may ask for it if required by the courier for their claims process.

FAULTY OR DEFECTIVE ITEMS

If your item has a manufacturing defect (such as a structural crack not caused by transit, a defective glaze, or a functional fault), please contact us within edit: e.g. 14 days of receiving your order with photos of the defect.

Under the Consumer Guarantees Act 1993, goods must be of acceptable quality. If your item does not meet this standard, you are entitled to a remedy. Depending on the nature of the fault, we will offer a repair, replacement, or refund.

Normal wear and tear, chips or cracks resulting from use, and damage caused by incorrect care (such as placing non-microwave-safe items in a microwave) are not considered manufacturing defects.

WRONG ITEM RECEIVED

If you receive an item different from what you ordered, please contact us within 7 days of delivery at . We will arrange for the correct item to be sent and organise return of the incorrect item at our cost.

CHANGE OF MIND RETURNS

Because our ceramics are handmade and often made to order, we are unable to accept returns for change of mind. We encourage you to get in touch before purchasing if you have any questions.

Note: Under NZ law, businesses are not legally required to accept change-of-mind returns. This is a goodwill policy only.

ITEMS NOT ELIGIBLE FOR RETURN

The following are not eligible for return or refund, except where required by NZ consumer law:

• Items damaged after delivery due to mishandling, improper use, or accidents

• Items showing signs of use beyond what is needed to inspect them

• Items returned without prior contact and approval from us

• Custom or commissioned pieces made to a specific order

• Items where the natural handmade variation has been misunderstood as a defect

• Gift cards or store credits

HOW TO RETURN AN ITEM

Before sending anything back, you must contact us first at rosyndrich@gmail.com  to receive a Return Authorisation. Items returned without prior approval will not be accepted.

When returning an item, please:

• Pack it securely — we recommend reusing the original packaging where possible

• Use a tracked courier service — we cannot be responsible for items lost or damaged in return transit

• Include your name, order number, and reason for return inside the parcel

Return address: 21 Selwyn Avenue Whangārei, Northland 0110

REFUNDS

Once your return is received and inspected, we will notify you by email. Approved refunds will be processed to your original payment method within edit: e.g. 5–7 business days. Processing times may vary depending on your bank or payment provider.

Shipping costs are refunded only where the return is due to transit damage, a defective item, or an error on our part.

CONSUMER RIGHTS

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If you believe we have not met our obligations under these Acts, you can contact the Commerce Commission or the Disputes Tribunal for assistance.

CONTACT US

If you have any questions about your order or delivery, please contact us:

• Email: rosyndrich@gmail.com

• Hours: Monday–Friday, 9am–5pm NZST