Refund policy
Your rights under consumer law Our products come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993 and the Australian Consumer Law. If a product is faulty, not as described or not of acceptable quality, you are entitled to a remedy, and this right lasts for a reasonable time after purchase, not just 14 days. For a major failure, you can choose a refund or a replacement. For a minor failure, we may choose to repair, replace or refund. Nothing in this policy limits these rights.
Faulty, damaged or incorrect items Please email us as soon as you notice a problem, with your order number and photos of the issue. We will arrange a replacement, repair or refund, and we will cover any return shipping costs. If the item arrived damaged, please report it as soon as possible so we can claim with the courier.
Change of mind returns We also accept change of mind returns within 14 days of delivery. This is in addition to your legal rights.
- Items must be unused, in their original condition and packaging, with all parts and accessories included.
- Contact us before sending anything back so we can confirm your return.
- You pay the cost of return shipping. Our products are dispatched from our suppliers in Australia, so the return address may be in Australia; we will give you the address when we approve the return.
How to return an item
- Email us at:-hello@clay-castle.com with your order number and the reason for the return.
- We will reply with return instructions and the return address.
- Send the item back as instructed and keep your proof of postage and tracking number.
Refunds Once your return is received and checked, we will refund the purchase price to your original payment method, usually within 5 business days. Your bank may take a few more days to show it.
Contact Email:-hello@clay-castle.com or write to Clay&castle, 276 Maungaraki Road, Lower Hutt 5010, New Zealand