Returns and Refunds Policy

Last updated: 31 October 2026

We want you to be happy with your Craftywitch purchase. If you need help with a return, contact Leisa at sales@craftywitch.co.nz. This policy covers retail purchases from Craftywitch Limited.

If you change your mind

You can request a return within 14 calendar days after your order is delivered. Items must be unused, unopened and in their original packaging, in a condition suitable for resale. If an item was supplied without sealed packaging, it must be in the same unused condition as delivered.

For this change-of-mind offer, paper craft sheets must not have been cut, punched out or assembled, and stickers, peel offs and rub ons must not have been removed or used. Sale items are eligible on the same conditions.

Email sales@craftywitch.co.nz within the 14-day period with your order number or other proof of purchase and the items you want to return. We will provide return instructions and the return address. Please send the items within 14 calendar days after receiving those instructions.

For eligible change-of-mind returns, we refund the price you paid for the returned items. You pay the return delivery cost, and the original delivery charge is not refunded. We do not charge a restocking fee. These conditions apply only to change-of-mind returns.

Faulty, damaged, incorrect or misdescribed items

Your rights under the Consumer Guarantees Act and other applicable law are separate from our change-of-mind offer. The 14-day limit and unused, unopened and original-packaging conditions do not limit those rights. Sale items have the same statutory protections.

For a minor fault that can be remedied, we may repair, replace or refund within a reasonable time. If the failure is substantial or cannot be remedied, you may reject the goods and choose a refund or replacement, or keep them and claim compensation for reduced value, as the law provides. Further remedies may apply if we do not remedy a fault within a reasonable time.

Please tell us about the problem as soon as reasonably possible. Supply your order number or other reasonable proof of purchase, a description and, if helpful, photos. Contacting us helps us arrange a practical remedy; you do not have to deal with the manufacturer.

We will arrange or reimburse reasonable return delivery costs for faulty, damaged, incorrect or misdescribed goods where a remedy is due. We will also meet any other costs or compensation required by law. Please contact us first so we can organise the return or collection.

Receiving your refund

We will let you know when your return has been assessed. We aim to process an approved refund within five working days, using the original payment method where possible, or another method agreed with you. Your bank or payment provider may take additional time to show the funds. We will not insist on store credit where you are entitled to a refund.

Packing and sending a return

Please pack returned goods carefully to protect them from bending or moisture. For a change-of-mind return, keep your posting receipt; tracking is recommended. Please use the return address we provide, rather than sending items to the manufacturer.