Refunds & Returns Policy

Returns & Exchanges

We want you to be happy with your purchase. If you experience an issue with your item, please contact us within 30 days of receiving your order.

To be eligible for a return, items must be unused, in their original condition, and returned with original packaging and proof of purchase.

Once your return is received, we will inspect the item and assess the appropriate resolution. Depending on the nature of the issue, we may choose to repair, replace, or refund the item in accordance with the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

Please note that we do not offer refunds or exchanges for change-of-mind purchases.

Non-returnable items

The following items cannot be returned unless required under New Zealand consumer law:

  • Gift cards
  • Downloadable software or digital products
  • Perishable goods
  • Personal care, intimate, or sanitary items
  • Hazardous materials, flammable liquids, or gases

Partial refunds (if applicable)

In some circumstances, only a partial refund may be granted, including where:

  • The item is not returned in its original condition
  • The item is damaged or missing parts for reasons not due to our error
  • The return request is made more than 30 days after delivery

Consumer Guarantees Act

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993. If a product is faulty, not fit for purpose, or not as described, you may be entitled to a repair, replacement, or refund under New Zealand consumer law.

Refunds (if applicable) 

All refund requests are assessed on a case-by-case basis. Please note that we do not offer refunds for change-of-mind purchases.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993. If an item is faulty, damaged, or not as described, customers may be entitled to a repair, replacement, or refund in accordance with New Zealand consumer law.

Once your refund request has been reviewed, we will notify you of the approval or rejection outcome. If approved, your refund will be processed and credited back to your original method of payment within 5–10 business days.

Custom Design Work Policy:

All custom design work is non-refundable. Due to the personalized and unique nature of our design services, all payments made are final and cannot be refunded.

By commissioning our design services, you acknowledge and agree to this policy. Please ensure you have reviewed and understood the scope of work, timelines, and deliverables before making a payment.

Upon client approval or completion of the custom design, this non-refundable policy becomes fully enforceable, and all payments made are considered final.

We strive to deliver high-quality designs that meet your expectations. If you have any concerns or need revisions, please let us know within the allotted revision period. We will work with you to address any issues, but this does not affect the non-refundable nature of the payment.

Thank you for understanding.

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at cs@korowaibyhiria.com and send your item to:

Korowai by Hiria, 14a Westech Place, Kelston, AUK, Auckland 0602, New Zealand.

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping 
To return your product, you should mail your product to: Korowai by Hiria, 14a Westech Place, Kelston, AUK, Auckland 0602, New Zealand

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.