Refund Policy

If for some reason you are not completely satisfied then we would gladly refund the price of your purchase – less our shipping and handling costs – as soon as you have safely returned the item to us. Notification of return needs to be completed within 14 days of receiving the goods.

Please note that under the Consumer Guarantees Act of New Zealand we are not legally required to give you a refund or replacement if you have just changed your mind, however, for online orders and clients purchasing sight unseen we offer the 14 day change of mind period above, provided goods are not customized and/or personalized. 

To guarantee safe return we would strongly recommend using an insured courier service such as DHL, Fedex etc.

Engraved, Special or Custom Orders are final and cannot be exchanged or returned except for sizing & minor modifications, which will be chargeable, if these are in fact possible for the item in question.

1) Please contact us by email to explain the problem. If necessary we will then issue you a Return Merchandise Authorization (RMA) number.

2) The procedure is to the send the package back to us by some form of courier e.g. DHL. Please make sure the package is insured in case of any loss and please label the Customs declaration “Returned Faulty Merchandise” and enclose a copy of the original invoice you got from us if you still have it.

3) Once we have safely received your package, then provided you have the RMA number we will then refund the cost of your purchase less our original shipping cost.

4) We reserve the right to not accept a return and may require a restocking or repair fee if the item has been damaged or requires alteration or has been worked on by a 3rd party.

Our guarantee and the Consumer Guarantees Act of New Zealand do require that we are given reasonable opportunity to replace, repair or or remedy any products or services found to be faulty, and that we cannot be held liable for compensation if third party repair or replacement costs are incurred before giving us said opportunity and a reasonable timeframe to rectify any situation first.

5) We are unable to refund any customs duties or import taxes you may have incurred with your country's authorities.  Higher value returns may also incur non-refundable Customs Clearance charges from the New Zealand Government on arrival. We will deduct this fee from any refund in the case of a return or add it to the reshipping charges for a resized, exchanged or modified item.

6) If you purchased your item with Paypal please be aware that if we refund your order Paypal will not refund us their original fee - typically a 4% charge to us - so we reserve the right to retain this amount from any refund we make to you on a Paypal purchase to cover this cost. 

7) Please note that all charges and refunds are denominated in US$.  Therefore please be aware that in the event of a refund this will also be in US$ and that may due to currency fluctuations, in certain circumstances depending on your credit card company or bank's policies, result in different final amounts being refunded to your account if your original account is denominated in a currency other than US$.  This is beyond our control and would become a matter between yourself and your bank/card company should this be an issue.

Cancellation Policy

Once work has commenced on an Engraved, Special or Custom Order it cannot be cancelled. All other orders may be cancelled if we receive your notification before the goods are shipped.