Refund policy

Kiwi Rockhound Gems – Return & Refund Policy

Last updated: 11 November 2025
Operated by Kiwi Rockhound Gems · Whangārei · New Zealand
📧 Contact: kiwirockhoundgems@gmail.com

1 · Our Commitment

I stand behind the quality and authenticity of every taonga, carving, and crystal I create. Each piece is unique, made with care, and inspected before dispatch.
All sales comply with the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA). You are entitled to a repair, replacement, or refund if a product is faulty, not as described, or unfit for purpose.

2 · Eligibility for Returns

  • Returns are accepted within 14 days of delivery for items in original condition and packaging.

  • Refunds apply only to standard products purchased through Shopify or TikTok Shop.

  • Custom orders or commissions cannot be returned unless faulty under the CGA.

  • Return shipping is the buyer’s responsibility unless the item is faulty.

3 · Reporting a Fault or Issue

Please notify us within 5 business days of delivery by emailing photos of the item and packaging.
Once approved, a refund, repair, or replacement will be processed within 5 working days of receiving the returned item.
All refunds are issued to the original payment method (Shopify Payments, PayPal, or Afterpay).

4 · Non-Refundable Items

  • Custom and bespoke taonga made to order.

  • Digital content or downloadable files.

  • Giveaway items or free promotions (no monetary value).

5 · Damaged or Lost Parcels

All parcels include tracking and are packaged with care.
If an item arrives damaged in transit, contact us immediately with photos so we can lodge a claim with NZ Post or Mainfreight.
A replacement or refund will be issued once the courier claim is confirmed.

6 · Authenticity & Natural Variation

Each stone is a natural creation of Aotearoa.
Variations in colour, texture, or inclusions are part of its authenticity and not considered defects under the CGA.

7 · Consumer Rights and Disputes

This policy is governed by New Zealand law.
If a concern cannot be resolved directly with us, customers may seek assistance from Consumer Protection (NZ MBIE) or the Disputes Tribunal.

8 · Contact

For returns, repairs, or refund requests please email:
📧 kiwirockhoundgems@gmail.com
Include your order number and reason for return in all messages so we can help quickly.

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