Refund policy
Return & Refund Policy for Ornate NZ
Returns We accept returns for fawlty goods within 30 days of delivery for items in their original, unused condition and packaging. To initiate a return, please contact us at sales@ornate.nz with your order number and reason for return.
Non-returnable items (Final Sale)
- Sale or discounted items
- Custom or personalised orders
- Gift cards
- Items marked as final sale at time of purchase
Return shipping Return shipping costs are the customer's responsibility unless the item arrived damaged or incorrect. We recommend using a tracked service, as we can't be responsible for items lost in transit.
Refunds Once your return is received and inspected, we'll notify you by email. Approved refunds are processed to your original payment method within 5–10 business days. Processing times may vary depending on your bank or card provider.
Damaged or incorrect items If your order arrives damaged or you received the wrong item, please contact us within 7 days of delivery with photos and we'll arrange a replacement or full refund at no cost to you.
Store credit As an alternative to a refund, we're happy to offer store credit — great if you'd like to exchange for something else from our range.