Refund policy

RETURNS & REFUNDS POLICY 

 

We want you to love your purchase, and we’re here to help if something isn’t right. This policy applies to purchases made through our online store.

 

Change of Mind Returns

We offer change of mind returns within 30 days of receiving your order.

To be eligible, items must be:

  • unused and unworn or washed

  • in original condition

  • with all tags attached

  • in original packaging

  • accompanied by proof of purchase

Change of mind return shipping costs are the customer’s responsibility.

To request a return, please contact us at hello@fabriken.studio before sending anything back.

Return address:
Fabriken Studio
56 Brabant Drive
Ruby Bay, Nelson 7005
New Zealand

Items sent without prior approval cannot be accepted.

 

Consumer Guarantees Act (CGA) Your Rights

Your rights under the Consumer Guarantees Act 2020 apply in addition to this store policy.

You are entitled to a repair, replacement, or refund if a product has a fault, is damaged, or is not of acceptable quality, not fit for purpose, or not as described.

Please email us at hello@fabriken.studio as soon as possible with your order number and photos if you believe an item is faulty or incorrect.


Damaged, Faulty, or Incorrect Items

Please inspect your order upon delivery and contact us immediately if:

  • the item is damaged

  • the item is faulty

  • you received the wrong item

We will evaluate the issue and arrange a repair, replacement, or refund as required under the CGA.


Items That Cannot Be Returned

We cannot accept returns for:

  • used or washed items

  • sale items

  • gift cards

  • custom / personalised items

  • items marked as Final Sale

Note: These exclusions do not apply if an item is faulty under the CGA.


Exchanges

If you want to exchange an item, the quickest method is:

  1. request a return;

  2. send the item back once approved;

  3. place a new order for the item you want.


Refunds

Once your return is received and inspected, we’ll let you know whether your refund has been approved.

Change of mind refunds

If approved, we will refund the item price minus the original shipping cost, which is non refundable.

Return shipping costs are also your responsibility.

Faulty or incorrect items

If the item is faulty or we made an error, you will receive a full refund, including any shipping costs, as required under the Consumer Guarantees Act.

Refund timing

Approved refunds will be processed to your original payment method within 10 business days.
Your bank or payment provider may take additional time to finalise the refund.

If more than 15 business days have passed since we approved your refund, please contact us at hello@fabriken.studio.