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Refund and Returns Policy

  1. APPLICATION OF POLICY
    1. This Return and Refund Policy applies to your purchases of handmade products from Artisan Hideaway. By purchasing from our website:
      1. You agree to this policy; and
      2. Where your purchase is on behalf of another person (e.g., a company), you confirm that you are authorized to, and do in fact, agree to this policy on that person’s behalf and that, by agreeing to this policy on that person’s behalf, that person is bound by this policy.
    2. If you do not agree to this policy, you are not authorized to return products, and you must immediately stop doing so.
  2. CHANGES
    1. We may change this policy at any time by updating it on our website. Unless stated otherwise, any change takes effect immediately. You are responsible for ensuring you are familiar with the latest policy. By continuing to make purchases, you agree to be bound by the changed policy.
  3. DEFINITIONS
    1. In this policy:
      1. “We”, “us” or “our” means Artisan Hideaway.
      2. “You” means you or, if clause 1.1(b) applies, both you and the other person on whose behalf you are acting.
      3. “Website” means artisanhideaway.nz
  4. RETURNS
    1. We accept returns for products that are faulty, damaged, or not as described. If your item meets these criteria, please contact us within 14 days of receipt.
    2. To initiate a return, email us using the Contact Us page with your order number and details of the issue.
  5. REFUNDS
    1. Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
    2. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
  6. EXCHANGES
    1. We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email using the Contact Us page.
  7. NON-RETURNABLE ITEMS
    1. Custom orders, perishable goods, and intimate items cannot be returned.
    2. Items must be unused and in the same condition that you received them, in the original packaging.
  8. SHIPPING
    1. You will receive a mailing address for product returns if your return is accepted.
    2. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
  9. DISPUTE RESOLUTION
    1. If there are any disputes regarding returns or refunds, we will work to resolve them promptly and fairly. Contact us using the Contact Us page.
  10. CONTACT INFORMATION
    1. For any questions about our returns and refund policy, please contact us using the Contact Us page.