Return Policy

Return & Refund Policy

We offer different return policies depending on the type of product:

🛠 Custom-Made Products (Non-Returnable)

Some of our products are custom-made and personalized using your photos and instructions. For these items:

  • Returns, refunds, or exchanges are not accepted after the order is placed.
  • Please double-check all personalization details before confirming your purchase.

However, if a custom item arrives damaged or incorrect, we will gladly resolve the issue (see "Damages" section below).

📦 Non-Custom Products

1. Change of Mind – 7 Days

You may return a non-custom item within 7 days of delivery.
A 10% restocking fee will apply.

Conditions:

  • Item must be unused and in original condition and packaging.
  • Proof of purchase is required.
  • You must email us first for return approval. Unapproved returns will not be accepted.
  • Buyer pays return shipping.

2. Faulty or Damaged – 30 Days

If your non-custom item is faulty or damaged, contact us within 30 days of delivery.
Send photos of the issue and packaging to: whisperwoods.nzd@gmail.com
If approved, we will offer a refund or replacement. Return shipping costs may apply if the item is not faulty.

Damage must be caused by a manufacturing defect, not due to misuse, drops, or improper handling after delivery.

🚚 Damaged or Incorrect Items (All Products)

Please inspect your order upon arrival.

If your item arrives damaged or incorrect (custom or non-custom), contact us within 3 days with:

  • Clear photos of the product and outer packaging
  • A photo of the shipping label
  • A short description of the issue

We will review and offer a suitable solution.

❌ Order Cancellations

  • Custom-made products cannot be cancelled once the order is placed.
    Production begins shortly after your order is confirmed, based on the customization details you provide.
  • For non-custom products, if you cancel before the item is shipped, a 5% transaction fee will be deducted to cover payment processing charges.

💬 Questions?

For any order-related questions, contact us anytime at:
📧 hello@whisperwoods.co.nz