Refund policy

RETURNS & REFUNDS

We want you to be happy with your taonga.

Because every piece of pounamu is individually carved, each piece has its own natural characteristics, markings, colour variations and patterns. These are part of what makes natural pounamu unique.

CHANGE OF MIND

We do not generally accept returns simply because you have changed your mind or decided that you no longer want the item.

Please carefully check the photographs, measurements and description before purchasing. If you are unsure about anything, please contact us before ordering and we are happy to help.

FAULTY OR DAMAGED ITEMS

Your rights under the New Zealand Consumer Guarantees Act are not affected by this policy.

If your purchase has a fault, is damaged, does not match its description, or otherwise does not meet the guarantees required by New Zealand consumer law, please contact us.

Depending on the circumstances, we may arrange a repair, replacement or refund in accordance with your legal rights.

DAMAGE AFTER DELIVERY

Pounamu is a natural stone and, although strong, it can be damaged by dropping, impact or inappropriate handling.

Where damage is caused after delivery by accidental dropping, impact, misuse, alteration or failure to follow care instructions, and the damage is not covered by New Zealand consumer law, we may not be able to provide a refund, replacement or repair.

If your piece is damaged, please contact us before attempting to repair it yourself. We may be able to advise you about repair options.

DELIVERY DAMAGE

If your order arrives damaged, please contact us as soon as possible and provide photographs of the item and its packaging.

If we arranged delivery, we will work with you to resolve the issue in accordance with your rights under New Zealand consumer law.

CUSTOM & PERSONALISED PIECES

Custom-made and personalised pieces are created specifically for the customer and cannot generally be returned simply because of a change of mind.

Before carving begins, we will discuss the design, size and other relevant details with you.

Where a custom piece has a fault or does not meet the agreed specifications, your rights under New Zealand consumer law still apply.

HOW TO CONTACT US

If you have a problem with an order, please contact us through our Contact page as soon as possible.

Please include your order number and photographs where appropriate.

We will always do our best to resolve issues fairly and promptly.