Returns, Refunds and Cancellations

Nothing in this policy limits rights under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986, or other applicable consumer law.

Custom and personalised products

Custom products are made specifically from the photos, names, wording, colours, sizes or other instructions you provide.

• You may request a cancellation before artwork or production has started. If we have not begun work, we will provide a full refund.
• Once artwork or production has started, we do not accept a cancellation or change-of-mind return because the item cannot reasonably be resold.
• Please check names, dates, sizes, colours and reference photos carefully before approving the order or design details.

This does not affect your rights where a custom item is faulty, damaged, incorrectly made, or does not match the agreed description.

Change-of-mind returns for non-custom products

For non-custom products, we voluntarily accept change-of-mind returns requested within 14 days after delivery, provided that the item is unused, undamaged and in resalable condition; original accessories are included; proof of purchase is provided; and you contact us before returning it.

You are responsible for change-of-mind return shipping. Original delivery charges are not refundable unless required by law.

Faulty, damaged, incorrect or not-as-described items

Contact us as soon as reasonably possible at hello@whisperwoods.co.nz. Include your order number, a description of the issue and clear photos of the item and packaging where available.

Depending on the circumstances and your legal rights, the remedy may be a repair, replacement, refund or another reasonable solution. Original packaging is not required to exercise rights relating to a faulty product. If a product is confirmed to breach a consumer guarantee, reasonable return costs will be reimbursed where required.

Refund processing

Approved refunds are returned to the original payment method. Your bank or payment provider may take additional time to display the refund after it is processed.

Contact

Email: hello@whisperwoods.co.nz