Refund policy
Returns & Refunds Policy
We want you to be happy with your purchase from Toi Rarau. We offer a 30-day return period, meaning you have 30 days from the date you receive your order to request a return.
Returns
To be eligible for a change-of-mind return, your item must be returned in the same condition in which it was received, unused and with any original packaging, labels or accompanying materials.
You’ll also need your receipt or other proof of purchase.
To request a return, please contact us at [TOI RARAU EMAIL] before sending anything back. If your return is accepted, we’ll provide instructions on where and how to return your item.
Please do not send an item back without contacting us first.
Unless an item is faulty, damaged on delivery or otherwise covered by your rights under the Consumer Guarantees Act 1993, return shipping costs are the responsibility of the customer.
Damaged, faulty or incorrect items
Please inspect your order when it arrives and contact us as soon as possible if your item is damaged, faulty, or you have received the wrong item.
Where possible, please include photographs of the item and its packaging. This helps us assess what has happened and, where applicable, make a claim with the delivery provider.
Toi Rarau takes care when preparing and packaging artworks and taonga for delivery, including documenting their condition prior to dispatch.
Where Toi Rarau has arranged delivery, we will work with you to resolve items that are lost or damaged in transit. Your rights under the Consumer Guarantees Act 1993 are not affected by this policy.
Change of mind
Our 30-day return policy allows returns for change of mind where the eligibility requirements above are met.
Please choose carefully when purchasing original artworks and taonga. Many works offered through Toi Rarau are unique or available in very limited quantities, so an identical replacement may not be available.
New Zealand law does not otherwise require retailers to provide a refund simply because a customer changes their mind, so this 30-day provision is an additional Toi Rarau returns policy.
Items that cannot be returned
We do not accept change-of-mind returns for:
- commissioned, customised or personalised works;
- gift cards; or
- items specifically identified as final sale or non-returnable before purchase.
These exclusions do not limit any rights you may have where an item is faulty, damaged, incorrectly supplied, or otherwise does not meet the guarantees required by New Zealand consumer law.
Exchanges
Because many artworks and taonga available through Toi Rarau are one-off or limited works, we cannot guarantee that an identical replacement will be available.
If you would like to exchange an eligible item, please contact us. Where an exchange is not possible, we can discuss the available return or refund options with you.
Refunds
Once we receive and inspect an approved return, we’ll let you know the outcome.
If a refund is approved, it will be returned using the original payment method where possible. For purchases originally paid by bank transfer or another manual payment method, we may contact you for the details required to process your refund.
Please allow time for your bank or payment provider to process the refund after it has been issued.
Your rights under New Zealand law
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or other applicable New Zealand law.