Refund & Return Policy
Last updated: 08/08/2025
Contact Email: contact@thanksandthings.co.nz
At Thanks & Things, we want every gifting experience to be memorable for the right reasons. We take great care to ensure that your products arrive in perfect condition. If, however, there is an issue with your order, this policy explains your rights and responsibilities.
Notification of issues
If your order arrives damaged, faulty, or incorrect, you must notify us within 7 days of receiving it by emailing contact@thanksandthings.co.nz with:
- Your order number
- A description of the issue
- Clear photos showing the product and packaging condition
Claims made after 7 days may not be accepted.
Eligibility for Returns or Refunds
We will happily arrange a refund, replacement, or store credit if:
- The product is faulty or damaged upon arrival
- You received the wrong item
- The product is missing from your order
Any remedy provided will be at our discretion, in line with the Consumer Guarantees Act 1993.
Conditions and Exclusion
To protect the integrity and safety of our products, we cannot accept returns or provide refunds in the following situations:
- Change of mind or incorrect choice by the customer
- Items that have been opened, used, or damaged after delivery
- Perishable goods such as flowers, food, beverages, or other consumables
- Sale items or custom-made gift boxes, unless they are faulty
- Any product returned without prior authorisation from our team
Partial Refunds or Adjustments
In cases where a return is approved but only part of the order is affected (e.g., one item in a gift box is damaged), we may:
- Issue a partial refund
- Provide a store credit for the affected item only
- Replace the faulty item without requiring a return of the entire box
This will be determined on a case-by-case basis.
Returning Items
When returning approved items:
- You are responsible for paying return shipping costs unless the item is confirmed to be faulty
- All returns must be sent via a track and trace service with signature required
- We are not responsible for items lost or damaged during return shipping
Refund Processing
Once we receive and inspect the returned product, we will notify you by email regarding the approval or rejection of your refund.
- Approved refunds will be processed to your original payment method within 7–10 business days.
- Store credits will be issued via email and can be used for future purchases.
Contact Us
If you have any questions or need to request a return, please contact us at:
📧 contact@thanksandthings.co.nz