Refund policy

Made-to-order products

Our physical products are made to order. We do not accept change-of-mind returns or exchanges, including where you choose the wrong size, colour, design or phone model, or decide you no longer want the item.

Please check the product description, size guide and selected options carefully before placing your order. If you need help choosing, contact us at contact@koruandcoastnz.com or call 021 103 7370.

Order cancellations

To request a cancellation, contact us within one hour of placing your order. We can only cancel an order if it has not yet been sent to the printers. Once an order has gone to the printers, we cannot stop it, even if you contact us within the one-hour window. Please email contact@koruandcoastnz.com or call 021 103 7370 as soon as possible with your order number.

This cancellation policy does not limit your rights if there is a problem with your goods or our service.

Faulty, damaged, incorrect or misdescribed items

If your item arrives damaged, has a fault, is different from what you ordered or does not match its description, please contact us as soon as you can so we can help. Include your order number and a description of the problem. Photos may help us assess the issue where practical.

We will assess the issue and provide the remedy required by applicable New Zealand consumer law. Depending on the circumstances, this may be a repair, replacement or refund.

Our change-of-mind policy does not limit your rights under the Consumer Guarantees Act 1993 or other applicable consumer law. These rights also apply to sale items. You do not need the original packaging to exercise your statutory rights.

Arranging a return

Please contact us before sending an item back so we can provide the correct return instructions and address. This helps avoid sending your item to the wrong fulfilment location and does not limit your statutory rights.

Where a return is required to resolve a fault or other issue covered by your consumer rights, we will arrange or cover reasonable return-shipping costs as required by law.

Refunds

When a refund is approved, we will process it to your original payment method within 10 business days. Your bank or payment provider may take additional time to show the refund. If it has not appeared after 15 business days, contact us so we can follow it up.

Delivery problems

If your order is missing, damaged in transit or taking longer than the stated delivery estimate, contact us. We will follow up with our fulfilment partner or carrier and help resolve the problem.

Contact

Email: contact@koruandcoastnz.com
Phone: 021 103 7370