Refund policy

Return and Refund Policy

At Koru Goods, we want you to be happy with your purchase. If there is a problem with your order, please contact us at korugoodsnz@gmail.com as soon as possible.

Damaged, Faulty, Incorrect or Missing Products

If your order arrives damaged, faulty, incorrect, missing an item, or significantly different from its description, please contact us with your order number, a description of the issue, and photos or videos showing the issue where possible.

We will review the issue and, where appropriate, arrange a replacement or refund. We may require evidence of the problem so that we can investigate it with our supplier and shipping provider. If photographs do not clearly show the issue, we may ask for a video where reasonably possible.

Returning an Item

A return is not required in every case. Please contact Koru Goods before sending anything back. If a return is needed, we will confirm the return address, instructions, and arrangements for return shipping costs with you before you send the item. Please do not send items to an address on the parcel or to our supplier without confirmed instructions.

Delivery Problems

If your order is significantly delayed, lost in transit, or does not arrive, please contact us with your order number and any relevant tracking information or carrier correspondence you have. We will investigate the shipment and, where applicable, arrange a replacement or refund.

Change of Mind

We generally do not accept returns or refunds simply because you have changed your mind, no longer want the product, or ordered the wrong item. This does not affect any rights you may have under applicable New Zealand consumer law.

Incorrect Address

Customers are responsible for providing a correct and complete delivery address when placing an order. If an order cannot be delivered because an incorrect or incomplete address was provided, a refund or replacement may not be available.

Refunds

If a refund is approved, it will normally be issued to the original payment method. Processing times may vary depending on your payment provider.

Your Consumer Rights

Nothing in this policy limits or excludes your rights under applicable New Zealand consumer law. Supplier claim processes do not limit those rights. Please contact Koru Goods directly about any problem with your order.