Refund policy
At Tinsel & Co, every keepsake is handcrafted with care and attention to detail.
We want you to be happy with your purchase. If something isn’t quite right, we’re here to help.
As many of our products are handmade or personalised, please read our policy before placing an order.
1. Handmade Products & Natural Variations
Our products are handcrafted using timber, acrylic and other carefully selected materials.
Natural timber may vary in grain, colour, texture and knots. Acrylic may also feature minor differences in appearance or finish.
These variations are part of the handmade character of our products and are not necessarily considered faults.
All products must still meet the quality standards and descriptions required under New Zealand consumer law.
2. Personalised & Custom-Made Products
Personalised products are created especially for you, using names, dates, wording, colours or other customer-specific details.
Because these items are made specifically for you and may not be suitable for resale, we do not offer change-of-mind returns or refunds once production has begun.
Please carefully check all personalisation details before placing your order.
We generally produce personalised products using the information you provide or approve.
If incorrect information is supplied or approved by the customer, we are not normally able to provide a free replacement or refund unless required by law.
If we make an error, or your product is faulty or does not match the agreed specifications, we will resolve the issue in accordance with your rights under New Zealand consumer law.
3. Order Changes & Cancellations
If you need to change or cancel an order, please email hello@tinselandco.co.nz as soon as possible.
Personalised and custom-made orders may be cancelled for change of mind before production begins.
Once production has started, we may be unable to cancel or amend a personalised order.
This does not affect your statutory consumer rights.
4. Returns for Non-Personalised Products
We offer a 14-day change-of-mind return period for eligible non-personalised products, including standard-design products made to order.
To qualify for a change-of-mind return:
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Contact us within 14 days of receiving your order.
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The product must be unused, undamaged and in its original condition.
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The product must not have been personalised or customised specifically for you.
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The product must be packaged securely for return.
Customers are responsible for return shipping costs for change-of-mind returns.
Once we receive and inspect the returned product, we will process a refund of the product purchase price to the original payment method.
Original shipping charges are not refundable for change-of-mind returns.
Please contact us before returning an item so we can provide return instructions.
5. Faulty, Damaged or Incorrect Products
We carefully check and package each product before dispatch.
If your item arrives faulty, damaged or different from what you ordered, please contact us as soon as reasonably possible.
Where possible, include:
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Your order number
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A description of the issue
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Clear photographs of the product and packaging
We will assess the issue and provide an appropriate remedy under the Consumer Guarantees Act 1993.
Depending on the circumstances, this may include repair, replacement or refund.
Where a failure is substantial, you may have the right to reject the product and choose a refund or replacement.
Where required by law, we will cover reasonable return shipping costs.
6. Refund Processing
Approved refunds will be processed to the original payment method wherever possible.
Please allow time for your bank or payment provider to complete the transaction.
7. Your Consumer Rights
Nothing in this policy excludes, restricts or modifies your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986.
8. Contact Us
For returns, refunds or questions about your order, please contact:
Tinsel & Co
Website: www.tinselandco.co.nz
Email: hello@tinselandco.co.nz
Please include your order number where possible.