RETURNS & REFUNDS POLICY
1. About This Policy
Weaver's Story / WSNZ wants products purchased from us to arrive correctly and in the condition reasonably expected.
Many of our products are produced specifically after an order is placed using print-on-demand and made-to-order production.
This Returns & Refunds Policy explains how we handle damaged, defective, incorrect, lost and unwanted products.
Nothing in this policy excludes, restricts or modifies rights you may have under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand law.
2. Made-to-Order Products
Many Weaver's Story products are manufactured or printed specifically for each order.
For this reason, we generally do not accept returns or exchanges simply because you changed your mind, ordered the wrong size, selected the wrong colour, selected the wrong product or variant, or no longer want the product.
Please review product descriptions and, for apparel, available sizing information carefully before ordering.
This change-of-mind policy does not affect your legal rights where a product is faulty, damaged, incorrectly supplied, materially different from its description, or otherwise fails to meet applicable consumer guarantees.
3. Damaged, Defective or Misprinted Products
If your product arrives damaged, defective or incorrectly printed, contact us as soon as reasonably possible.
Please provide your order number, a description of the problem, clear photographs showing the issue, a photograph of the complete product where appropriate, and photographs of the packaging or shipping label if the product was damaged during delivery.
Do not dispose of the product or packaging until we have advised you that it is no longer required.
Once the issue has been assessed, we may provide an appropriate remedy such as a replacement, reprint, refund, or another remedy required by applicable consumer law.
4. Incorrect Products
If you receive a product that is different from what you ordered, please contact us promptly with your order number and photographs of the product received.
Where we confirm that an incorrect product was supplied, we will arrange an appropriate remedy at no additional cost to you.
5. Lost Orders
If an order does not arrive, contact us so we can investigate the shipment.
Where an order is confirmed as lost in transit, we may arrange a replacement, reprint or refund as appropriate.
Please contact Weaver's Story as soon as reasonably possible after the estimated delivery date has passed, as fulfilment and delivery providers may apply time limits to shipping investigations.
6. Incorrect Shipping Addresses
Customers are responsible for providing a complete and accurate delivery address when placing an order.
If you notice an error after ordering, contact us immediately.
We will attempt to update the address where possible, but changes cannot be guaranteed once production or shipping has begun.
Where an order cannot be delivered because the customer supplied an incorrect or incomplete address, additional production or shipping charges may apply for a replacement or reshipment.
This does not apply where the address error was caused by Weaver's Story or one of our service providers.
7. Wrong Size or Colour
Because apparel and other variants may be produced to order, we generally cannot provide free replacements or exchanges where the customer selected the wrong size or colour.
Please review the sizing information displayed with the product before purchasing.
If the product supplied is not the size or colour you actually ordered, that is an incorrect-order issue rather than a change-of-mind return. Contact us and we will arrange an appropriate remedy.
8. Minor Manufacturing Variations
Print-on-demand manufacturing can result in minor variations between products.
Small variations in print positioning, colour appearance, stitching, dimensions, texture, or other manufacturing characteristics may occur within reasonable production tolerances.
A minor variation does not necessarily mean that a product is defective.
However, significant printing errors, manufacturing defects, damage, or products materially inconsistent with their description should be reported to us.
9. Returns
Please do not return a product to the address shown on its shipping label without contacting Weaver's Story first.
Products may be manufactured and shipped from different fulfilment facilities, and the sender address shown on a parcel may not be the correct location for customer returns.
Contact us first and we will provide instructions if a physical return is required.
In many cases involving clear manufacturing defects or shipping damage, photographs may be sufficient to assess the issue.
10. Return Shipping Costs
Where a return is required because a product is faulty, damaged, incorrectly supplied or otherwise fails to meet applicable consumer guarantees, return arrangements and reasonable costs will be handled in accordance with applicable law.
Where we voluntarily agree to accept a return that is not required by law, responsibility for return shipping costs will be confirmed before the return is authorised.
11. Refunds
Where a refund is approved, it will generally be issued to the original payment method.
Processing time after a refund is issued may depend on your bank, card provider or payment service.
Original shipping charges may also be refunded where required by applicable law or where appropriate because of the circumstances of the order.
12. Order Changes and Cancellations
Because many products enter automated production shortly after an order is placed, changes or cancellations cannot be guaranteed.
If you need to change or cancel an order, contact us immediately.
If production has not begun or progressed too far, we will attempt to accommodate the request.
Once a made-to-order product has entered production, cancellation or modification may no longer be possible.
13. Your Rights Under New Zealand Law
Nothing in this policy is intended to remove or reduce any rights or remedies available to consumers under applicable New Zealand law.
Where the Consumer Guarantees Act 1993 applies, consumers have statutory rights and remedies where goods fail to comply with applicable guarantees.
Our use of third-party printers, manufacturers, fulfilment providers or delivery companies does not remove obligations that apply to Weaver's Story under applicable law.
14. How to Report a Problem
Contact:
Weaver's Story / WSNZ
Email: kingdomofkopu@gmail.com
Please include your order number, name, affected product, a description of the issue, relevant photographs, and any other information that may help us investigate.