Refund Policy

We hope you are delighted with your purchase and shopping experience with us! If you're not - please get in touch, we would love to be able to resolve any issues you may have.

If you change your mind once you’ve received your item or it’s not quite what you were expecting, we are happy to offer you an exchange or store credit.

The item must be returned to us unused, unopened and in its original packaging. We recommend using tracked postage - we are not liable for any parcels lost in transit. Once the item is received we will assess the condition and be in touch to discuss the next steps.

Please note, we do not refund postage costs or cover the cost for the return delivery of items for change of mind. We are not able to accept returns for items purchased on sale or at a discounted price.

Please contact us within 7 days of receiving your order to arrange return.

FAULTY ITEMS

Due to the nature of handcrafted products by small scale artisans, slight variations in colours or design may occur - these are not considered faults. Please do not expect uniform perfection, materials like wood or wool are all natural which will have their own variations as well as the hand of the maker. We do our best to describe and photograph items accurately and all products are carefully checked over before dispatching. If you are ever unsure or need additional photos or help with a purchase, just get in touch! 

Please take the time to check your order over when it arrives and notify us of any faults or issues right away. As we have no knowledge of how a piece is used or played with once it has left our warehouse we are unable to offer warranties or accept returns or exchanges on goods that have been damaged due to use. If you believe something that you have received is faulty, please email hello@fairplaytoys.nz outlining the issues, with photos where possible. We may also require the item to be sent back for assessment (if it is deemed faulty, this will be at our cost).

If your parcel looks damaged upon arrival please notify us immediately so we can start the claims process with the courier company - if you are able to take clear photos of the parcel before you open it, that is super helpful! Please keep the box and all original packing materials too, NZ Post now require this for claims to be made. Parcels must have been opened and the contents inspected within 24 hours - we are not liable for damage caused in transit and will not be able to claim on your behalf if we are not notified within a timely manner.

REFUNDS

If you have received a faulty item and we are unable to replace it, you will receive a full refund which will be processed to your original payment method.

If your return is simply a change of mind, once we have received your products back in saleable condition we are happy to exchange for a product of equal value or issue you with store credit. If a refund is required for change of mind purchases there will be a small restock fee to cover the non-refundable charges at the point of sale.

CANCELLATIONS / CHANGES TO ORDERS

Once your order has been placed we aim to dispatch the same day where possible and are therefore unable to cancel it. While we will do our best to make changes, our processing times mean this is not always possible.

If you have ordered an incorrect item (colour/style) please contact us with your order number and any changes required as quickly as possible and we will see what we can do! 

If we have not yet dispatched your order and you wish to cancel, please be aware there may be a small restocking charge to cover our non-refundable processing fees.