Refund policy

Returns & Refunds Policy

Last updated: 20th August 2025

At The Wood Collective, we want you to be happy with your purchase. This policy sets out how we handle returns, refunds and exchanges.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 (NZ).

Change of Mind

We do not accept returns or provide refunds for change of mind once an order has been placed. Please choose carefully and contact us before ordering if you have any questions about a product.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or not as described:

  • Please contact us as soon as possible at hello@thewoodcollective.co.nz with your order number and photos of the issue.

  • We will arrange a repair, replacement, or refund in line with your rights under the Consumer Guarantees Act.

  • If a return is required, we will provide instructions and a return address. Items must be returned with proof of purchase.

Non-Returnable Items

Unless faulty, we cannot accept returns on:

  • Custom or personalised products

  • Gift cards

  • Sale/clearance items

Refunds

Once your return is received and inspected, we will notify you of the outcome.

  • Approved refunds will be processed back to your original payment method.

  • Please allow up to 10 business days for the refund to appear, depending on your bank or card provider.

Exchanges

If you wish to exchange an item, the quickest way is to place a new order for the product you want and return the original item if it is eligible for return under this policy.

Questions

You can always contact us with any questions at hello@thewoodcollective.co.nz.