Refund policy

I am committed to ensuring your satisfaction with my handcrafted products. Each item is individually handmade and is completely unique in form and grain. The piece you buy is one of a kind, therefore your purchase will vary slightly from the product image where stated. In accordance with the New Zealand Consumer Guarantees Act, I offer a straightforward return policy to make your shopping experience as pleasant as possible.

Returns:

1. Eligibility for Returns:

   • You have 14 days from the date of receipt to return your item(s) for a full refund or exchange.
   • To be eligible for a return, your item(s) must be unused, in the same condition that you received them, and in the original packaging.
   • Usually, when you buy a product or service, the sale is final unless the item breaches a guarantee under the Consumer Guarantees Act. The retailer doesn't have to give you a refund or exchange if:
     • You change your mind.
     • Your circumstances change.
     • You find cheaper products elsewhere.
   • Under the New Zealand Consumer Guarantees Act (CGA), you can return a product for a full refund if the product fails to meet any of the guarantees set out by the Act. These guarantees ensure that the products are of acceptable quality, fit for purpose, match their descriptions, and have clear title.

2. Non-Returnable Items:

   • Certain items are exempt from being returned. These include:
     • Custom-made or personalized products
     • Gift cards
     • Items marked as final sale
     • Items purchased on sale / with a discount

3. Return Process:

   • To initiate a return, please email hello@petley.store with your order number and reason for return.
   • Once your return is approved, you will receive instructions on how to send your item(s) back to me.
   • Please ensure that the item(s) are securely packaged to prevent damage during transit.

4. Return Shipping:

   • You will be responsible for paying for your own shipping costs for returning your item(s). Shipping costs will be refundable if the product has been confirmed as eligible for a return / refund. 
   • If you are shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Refunds:

1. Processing Refunds:

   • Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
   • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days.

2. Late or Missing Refunds:

   • If you haven’t received a refund yet, first check your bank account again.
   • Then contact your credit card company; it may take some time before your refund is officially posted.
   • If you’ve done all of this and you still have not received your refund, please contact us at hello@petley.store.

Exchanges:

1. Damaged or Defective Items:
   • 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 hello@petley.store and proof of the damage or defect.
     
2. Exchange Process:
   • Once your exchange request is approved, we will provide instructions on how to return the damaged or defective item and receive a replacement.

Consumer Guarantees Act:

• Under the New Zealand Consumer Guarantees Act, you are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.
• You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality.
• The Act states that usually when you buy a product or service, the sale is final unless the item breaches a guarantee under the Consumer Guarantees Act. The retailer doesn't have to give you a refund or exchange if you change your mind or your circumstances change. 
• The Act specifies that products must be of acceptable quality, fit for purpose, and match their description. If a product has a minor fault, the retailer can choose to repair the item, replace it, or refund your money.

If you have any questions or need further assistance, please do not hesitate to email hello@petley.store. We are here to help and ensure your complete satisfaction with our products.

Thank you for shopping!