Refunds, Returns & Exchanges
Because every item I make is handcrafted and one-of-a-kind, your purchase will vary slightly from the product image (where stated). In addition, some pieces may include natural cracks, bark, nail holes, borer tracks, or variations in colour or grain.
These are considered natural characteristics of the wood, and not faults or defects.
Returns Policy:
Under the New Zealand Consumer Guarantees Act (CGA), you can return a product for a full refund if the product fails to meet any of the guarantees set out by the Act. These guarantees ensure that the products are of acceptable quality, fit for purpose, match their descriptions, and have clear title. Orders cannot be cancelled or returned for a refund unless the piece is faulty. Refunds are not offered in instances of change of mind, if your circumstances have changed, or you find a cheaper product elsewhere.
We always aim to provide detailed photos before purchase whenever possible, but please consider your purchase carefully before finalising the sale. Take note of the size of items and check the photos to ensure you are aware of each detail.
If the product is faulty you may return it for a refund/exchange. You have 14 days from the date of receipt to return your item(s) for a full refund or exchange. Items must be unused, in the same condition that you received them, and in the original packaging. Custom-made or personalised products are non-returnable. When returning an item, all associated shipping costs are non-refundable. Please contact us in advance of a return so we can provide you with the return shipping address. You can reach us at skye.hignett.studio@gmail.com
Exchanges:
Because each item is totally unique, it is exceedingly difficult to replace items exactly if they are defective or damaged. However, if you do need to exchange it for this reason, contact us with details and proof of the damage or defect. It may be that we are able to offer an alternative solution or a repair. Note: if you wish to receive an exchange, the items must be of the same value. If I am unable to offer an exchange because of a lack of stock or similar reason, we will process a refund instead.
Refunds:
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, a credit will be applied to your original method of payment within a certain number of days.