Returns & Refunds

Kia ora, and thank you for supporting our wee whānau business. Every piece is handmade with care, and we want you to absolutely love what you receive. If something isn't quite right, we're here to help make it right.

‍This policy sits alongside your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 — it never takes those rights away.

‍If something is faulty or not as described

Under the Consumer Guarantees Act, everything we make must be of acceptable quality, match its description, and be fit for its purpose. If your item arrives faulty, damaged, or different from what was described, please get in touch within 30 days and we'll sort it for you.

Minor faults — we'll repair, replace, or refund the item.
Major faults — you're entitled to choose a full refund or a replacement.

‍We may ask for a photo of the fault to help us understand what's happened. Where an item is faulty, we cover the cost of return postage and any return shipping.

‍Changed your mind?

‍We're not legally required to refund a change of mind, and once items are distributed we can not resell the items but as a goodwill gesture we're happy to offer a store credit within 14 days of your order arriving — provided the item is:

• unworn and unused,

• in its original condition, and

• returned with any original packaging and tags.

‍ ‍For change-of-mind returns, return postage is at your cost, and store credit will be issued once we've received and checked the piece. We're unable to offer cash refunds for change of mind.

Custom & personalised pieces

‍Because custom and personalised items are made just for you, we're unable to accept change-of-mind returns on these. Your rights under the Consumer Guarantees Act still fully apply, so if a custom piece arrives faulty or not as agreed, we'll absolutely put it right.

‍Earrings & pierced jewellery

‍For hygiene reasons, we're unable to accept change-of-mind returns on earrings or other pierced jewellery once they've been delivered. As above, your faulty-goods rights under the Consumer Guarantees Act still apply.

Allergies & sensitivities

‍We list the materials used in every piece in the product description, so you can shop with confidence. Many of our pieces are made from stainless steel, which is skin-safe and hypoallergenic — though please note that "hypoallergenic" means a material is less likely to cause a reaction, not that a reaction is impossible, as everyone's skin is a little different.

‍If you have a known metal allergy or sensitivity, we warmly encourage you to check the listed materials before ordering, and to reach out anytime you're unsure — we're always happy to help you find a piece that works for you.

‍Because an item being unsuitable for your individual skin sensitivity isn't a fault with the piece itself, allergy-related returns are treated as a change of mind, and the same conditions apply (unworn, within 14 days). For hygiene reasons, we're unable to accept returns on jewellery that has been worn, including earrings. Of course, if a piece is ever not made of the materials we've described, your rights under the Consumer Guarantees Act apply in full and we'll put it right.

‍Sale items

‍The Consumer Guarantees Act applies to sale items too, so anything purchased on sale is still covered if it's faulty or not as described.

‍How to start a return

1. Email us at customerservice@tinytrinkets.co.nz within the relevant timeframe, with your order number and (for faults) a photo.

2. We'll reply with the next steps and a return address.

3. Please post your item back to us — we recommend a tracked service, as we can't be responsible for returns lost in the post.

4. Once we receive and check your return, we'll process your refund, replacement, exchange, or store credit.

‍ How refunds are processed

‍Approved refunds are made back to your original payment method within 5–10 business days of us receiving and checking your return. Depending on your bank or payment provider, it may take a few additional days to appear in your account.

‍We're here to help If you have any questions at all, please don't hesitate to reach out — we'd love to hear from you. customerservice@tinytrinkets.co.nz

‍ ‍

Ngā mihi nui, The Tiny Trinkets Whānau