Refund Policy
Portrait Refunds
Given that our digital portraits are meticulously custom-drawn to reflect your pet, with significant time and effort dedicated to hand-crafting each element, we maintain a strict no refund/return policy for any digital artwork once work has commenced. However, if the artwork has not yet been initiated, you may request a refund by contacting us promptly, and we will gladly process it, provided no work has begun.
Personalised products refunds/returns
Our no-refund policy applies to all physical products that have been individually customized according to your order specifications. Please ensure all details are accurate when placing your order, as we are unable to offer refunds or returns for incorrect orders. If you notice an error in your order, kindly contact us immediately, and we will update your order details, provided we have not yet begun processing it.
Non-Personalised products refunds/returns and exchanges
"We provide a 30-day return policy for non-customized products. After this period, returns or exchanges may no longer be accepted. To qualify for a return, the item must remain unused and in the original condition as received. Please note that gift vouchers are non-refundable and cannot be returned."
To start a return or refund
If you believe you are eligible for a return or refund, please contact us with your order number and the reason for your request. We will review your case and inform you if a return or refund can be offered in accordance with our refund policy guidelines.
If your return or refund is approved, the item must be returned to us before the refund can be processed. Please note that if the item is sent to the wrong address or does not arrive, we may not be able to process your refund.
Change of mind policy
We offer a 30-day exchange policy on non-customized products if you change your mind and wish to exchange it for another one of our customized items. You will be responsible for covering the shipping costs to return the original item and for the shipping of the exchanged item sent to you.
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect, so we can assess the issue and resolve it promptly. Kindly retain the item, as NZ Post may need to collect it as part of our claims process.
Refunds
We will notify you once we have received and inspected your return, and inform you whether the refund has been approved. If approved, the refund will be processed automatically to your original payment method within 7 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund. A cancellation fee of 5% may be applied to cover transaction costs.
If more than 7 business days have passed since your refund was approved, please contact us at hello@twinklefarm.co.nz.