Refund policy

REFUND POLICY

We understand that purchasing items online doesn’t always go as planned. Rongoanuku offers a store credit when an item is returned. We do not offer refunds. 
 
TERMS OF RETURNS 
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 
 
To be eligible for a return, your item must be in the same condition that you received it, unused, untampered, and in its original packaging. You’ll also need the receipt or proof of purchase. 
 
ORGANISING A RETURN 
To start a return, you can contact us at hello@rongoanuku.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please allow 2-5 business days for your return request to be processed and for us to email you. 
 
FAULTY ITEMS 
If you receive a faulty product, you can email hello@rongoanuku.com for the product to be fixed under the Consumer Guarantees Act (CGA). If a product fault is minor and can be fixed, Rongoanuku can choose to repair the item, replace it, or refund your money.   
 
But if the fault is major, it’s your choice whether you opt for a replacement or refund. A major fault means a reasonable consumer wouldn't have bought the product if they'd known about the problem. 
 
Please note that differences in colour may occur due to various factors, including the background colour, the lighting, and different computer monitors. Differences in colour not within the controllable range are not a quality issue. 
 
EXCEPTIONS / NON-RETURNABLE ITEMS 
Certain types of items cannot be returned, like custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 
 
COST OF RETURNS 
The shipping cost incurred by the customer for returning item/s is NOT covered or reimbursed by Rongoanuku. Subject to our obligations under the International Consumer Law for any return you will be responsible for shipping charges. 
 
REFUND POLICY 
We do not have to give a refund if you change your mind about a purchase — so please choose carefully. The sale is final unless the item breaches a guarantee under the Consumer Guarantees Act. As such, we will provide a remedy as required by the Consumer Guarantees Act.