Refunds & Returns Policy
Here at Ahurei Gifts we pride ourselves on high quality products. All of our products are quality control checked before going in to stock, then checked again before dispatch to ensure you receive them as expected.
If the product you have bought is faulty, we will provide a remedy as required by the NZ Consumer Guarantees Act.
Our products come with a 12 month replacement guarantee from the date of purchase in the event of any of the following:
- Failure of any parts or joints through general wear and tear which would not be expected for the product type. This does not include damage due to improper use, mishandling of items or accidental damage.
- Incorrect item dispatched, you must make contact within 48 hours of delivery to advise us if you have not received the correct item.
- Incorrect details entered on a personalised product. This applies only if these details on the item differ to what was entered on your order i.e. the mistake has been made by us when creating your product. If you have entered incorrect details when placing your order and not contacted us before the item has been made we are unable to offer a refund or replacement.
The following is a list of scenarios where we will not issue a replacement or refund:
- Item damaged due to accidental damage after delivery
- Item damaged due to improper care
- Incorrect information on a personalised product, where the information matches the details you provided on the order
- Any claim after 12 months from the date of purchase
- Cancellation of order after your product has been created or dispatched
- Any issues that are covered in our Terms & Conditions when placing your order
Returns & Replacement Procedure
To request a replacement you must inform us in writing via email ([email protected]) stating the reasons for the request including details of the defect, photos of the defect, your delivery details and order number.
Once we receive your email we will carry out an investigation and we may at this time request the item be returned to us for inspection. Once the investigation is complete we will inform you of the outcome. All items found to warrant a replacement will be shipped within two working days.
Any order can be cancelled and a refund issued if you make telephone or email contact with us before your order has been produced or shipped.
If you have ordered a personalised product we can only accept a cancellation request if you contact us before your personalised product is produced. Personalised products can be produced within one hour of your order being place.
If you make contact after your order has been shipped we are unable to accept the order cancellation request.