Refund policy

We want you to be happy with what you have bought from us. If something has gone wrong, please contact us and we will work with you to resolve it fairly.

Please get in touch before sending anything back, so we can confirm the return address and give you instructions.

Email: hello@ofconcern.co.nz
Contact form: https://ofconcern.co.nz/pages/contact

Change of mind returns

You may return most products within 30 days of delivery if you simply change your mind, provided the product is:

• unused and in the same condition you received it;
• complete, with any parts, inserts or accessories included; and
• returned in its original packaging where possible.

To start a change-of-mind return, contact us within 30 days of delivery. We will send you return instructions and the return address. Once we have received the product and checked its condition, we will refund the price you paid for it to your original payment method.

For change-of-mind returns you are responsible for the cost of returning the product to us, and the original shipping charge you paid is not refunded. We recommend using a tracked service, as we cannot refund a return we do not receive.

Products we cannot accept for change of mind

We cannot accept change-of-mind returns for products that have been personalised or custom made for you, once production has started. This includes products with a name or text debossed or printed onto them, custom sizing, and one-off commissions.

This exclusion applies only where personalisation or custom work has actually been applied to your order. A standard, non-personalised product from our range can be returned under the change-of-mind terms above, even if personalisation was available as an option when you ordered.

This exclusion does not affect your rights if a personalised or custom product arrives faulty, damaged, or is not what you ordered. Those rights are set out below and cannot be excluded.

Damaged, faulty or incorrect items

Please check your order when it arrives. Contact us as soon as you can if a product:

• arrives damaged;
• is faulty;
• is significantly different from its description;
• does not perform as it reasonably should; or
• is not the product you ordered.

Where a product does not meet a guarantee under the Consumer Guarantees Act 1993, we will provide a remedy appropriate to the problem. Depending on how serious the fault is, this may be a repair, a replacement, or a refund.

We cover return costs for faulty or incorrect items. You may need to send the product back to us for assessment, and we will reimburse reasonable return shipping costs. Where the fault is confirmed, we will also refund the original shipping charge you paid.

Photographs often save everyone time. If something has arrived damaged, sending us a photo with your message usually means we can sort it out without a return at all.

Damage after delivery

We cannot accept responsibility for damage that occurs after a product has been delivered to you, including:

• accidental damage;
• misuse or improper use;
• incorrect installation or assembly;
• failure to follow supplied instructions or care information;
• unauthorised modification;
• exposure to unsuitable conditions;
• damage caused by another person or animal; or
• normal wear and tear.

Nothing in this section limits your rights under the Consumer Guarantees Act 1993.

3D printed and small batch products

Our products are 3D printed in small batches and made to order. There will be minor variations between individual products, including visible layer lines, seams, and slight differences in texture, surface finish or colour.

These are a normal characteristic of the process rather than a fault, provided they do not materially affect the appearance, function or quality of the product. If you are unsure whether what you have received is normal, send us a photo and we will tell you honestly.

How to send something back

Always contact us first. We will confirm the return address and give you instructions, so that we know to expect your parcel and can match it to your order.

Returns sent without contacting us first can be delayed or go astray, and we cannot process a return we are not expecting.

Refunds

Once we have received and inspected your return, we will let you know the outcome. Where a refund is due, we will process it to your original payment method within 3 business days. Your bank or card provider then takes a further few days to settle it, so in most cases the funds will appear in your account within 7 days of us receiving your return.

We do not offer store credit in place of a refund unless you would prefer it.

Your rights under New Zealand law

Our products come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. Products must be:

• of acceptable quality;
• fit for their normal purpose;
• reasonably durable;
• safe;
• consistent with their description; and
• fit for any particular purpose you told us about before buying.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Where this policy gives you more than the law requires, those extra terms apply as written.

Questions

If anything here is unclear, or you are not sure whether your situation is covered, email us at hello@ofconcern.co.nz and we will tell you where you stand.