Refund policy

We want you to be satisfied with your purchase. Please read this policy carefully, as it applies to all orders placed with Amelia Auckland Living.

1. RETURN PERIOD

1.1 You may request a return within 30 days of receiving your order.

1.2 To be eligible for a return:

- The item must be unused and in its original condition
- All original parts, tags, packaging, and accessories must be included
- The item must show no signs of washing, wear, alteration, or intentional damage
- Hygiene-related products must remain sealed and unused. This exception applies only where the product was sealed at the time of delivery.

1.3 We reserve the right to refuse returns that do not meet these conditions.

2. HOW TO REQUEST A RETURN

2.1 All returns must be approved in advance.

2.2 To initiate a return, email us at: info@ameliaaucklandliving.com

Please include:

  • Order number
    - Full name
    - Shipping address
    - Reason for return
    - Clear photos (if item is damaged, defective, or incorrect)

2.2.1 In cases involving damaged, defective, or incorrect items, we may request clear photographs of the product, packaging, and shipping label in order to assess the issue and provide the most appropriate resolution.

2.3 For consumers exercising their statutory rights under the New Zealand Consumer Guarantees Act 1993, an appropriate remedy will be provided in accordance with applicable consumer protection laws.

Depending on the circumstances, and where legally required with the consumer’s agreement, this may include:

  • Refund

  • Replacement of the same product or an equivalent product

  • Store credit for a future purchase

**2.4 **In cases where an item arrives damaged, defective, or incorrect, and where permitted by the Consumer Guarantees Act 1993, we may first offer a free repair, replacement, replacement parts, or an equivalent solution at no additional cost to the customer.

If a replacement is not possible, cannot be provided within a reasonable timeframe, or would cause significant inconvenience to the consumer, an appropriate refund will be issued in accordance with applicable consumer protection laws.

For all other return situations outside statutory remedies, one of the following solutions may be offered after evaluation:

  • Refund

  • Replacement of the same product

  • Store credit for a future purchas

2.5 Once approved, we will provide the correct return address.

**2.5.1 **For returns based on change of mind or voluntary cancellation, customers may be responsible for return shipping costs unless otherwise required by law.

If the item is damaged, defective, or incorrect, Amelia Auckland Living will cover the reasonable costs associated with the appropriate resolution where required by law.

2.6Please do not return items to the sender address shown on the package, as this may not be the correct returns facility.

Returns sent without prior authorisation may be refused or delayed in processing.

3. RETURN SHIPPING

3.1 We do not offer free returns for change-of-mind purchases. This does not apply where return costs must be covered under New Zealand law.

3.2 For change-of-mind returns, return shipping costs are the responsibility of the customer. If an item is damaged, defective, incorrect, or otherwise fails to meet a statutory guarantee, Amelia Auckland Living will cover reasonable return costs where required by law.

3.3 Approved change-of-mind returns may need to be shipped to our designated warehouse in China. For returns involving statutory rights, we will provide an appropriate return address and instructions. The exact address will be provided upon approval.

3.4 We strongly recommend using a trackable shipping method and keeping proof of shipment.

3.5 Amelia Auckland Living is not responsible for lost change-of-mind return shipments without tracking confirmation. This does not limit any rights you may have under New Zealand law.

4. REFUNDS

4.1 For approved change-of-mind returns, refunds are processed after the returned item has been received and inspected. Refunds or other remedies required under the Consumer Guarantees Act 1993 will be provided within a reasonable time.

4.2 We reserve the right to withhold the refund until the returned item has been received and verified. If the returned parcel does not contain the original product, or contains a product in a condition indicating unjustified reduction in value, we reserve the right to partially or fully refuse the refund.

4.3 Refunds will be issued to the original payment method.

4.4 Approved refunds are normally processed within 7 business days after inspection, subject to any rights or timeframes required by New Zealand law.

4.5 Original shipping costs are non-refundable unless required by law.

4.6 If the returned item does not meet the return conditions outlined in Section 1.2, the refund may be refused.

5. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

5.1 Under the New Zealand Consumer Guarantees Act 1993, products must be of acceptable quality, fit for purpose, match their description, and be delivered in good condition. If a product does not meet these guarantees, you may be entitled to a repair, replacement, refund, or other remedy depending on the nature and seriousness of the failure. Please contact us as soon as possible if you receive a defective, damaged, or incorrect item.

Please provide:

  • Order number
    - Description of the issue
    - Clear photographic evidence

**5.1.1 **Time Limit for Reporting Issues

To enable us to investigate and resolve any issues efficiently, we ask customers to report defective, damaged, or incorrect items within 7 days of delivery, where possible.

The report must include:

  • Order number;

  • Detailed description of the issue;

  • Clear photographic evidence of the product received, the packaging, and any visible damage.

Reporting an issue after this timeframe may limit our ability to verify the claim with logistics partners and suppliers, but it does not remove or limit any rights available under the Consumer Guarantees Act 1993.

5.2 If the issue is verified, we will provide a remedy in accordance with the Consumer Guarantees Act 1993. For a failure that can be remedied, we may repair the item, replace it with an identical item, or provide a refund, at no additional charge and within a reasonable time. If the failure is substantial, or is not remedied within a reasonable time, you may reject the item and choose a refund or replacement, or keep it and seek compensation for the reduction in value. For an incorrect item, we will provide the correct item or another remedy required by law at no additional cost. Wrong size or colour selections made by the customer are treated as change-of-mind returns.

5.3 If no defect or error is found upon review, we reserve the right to refuse refund or replacement.

6. EXCHANGES

6.1 We do not offer direct exchanges.

6.2 If you wish to change an item (for example, wrong size or colour), you must return the original item and place a new order. Return shipping costs are the responsibility of the customer.

6.3 In certain cases, at our sole discretion, we may offer an alternative solution where you may keep the original item and request a different size or variant by paying a reduced reshipping fee. This fee typically ranges between 30–40% of the original product price and covers handling and shipping costs. This option is not guaranteed and is subject to approval. This is an entirely optional alternative — you always retain the right to make a standard return instead. Please contact our customer support team at info@ameliaaucklandliving.com to check whether this solution can be arranged for your order.

7. ORDER CHANGES & CANCELLATIONS

7.1 You may request cancellation within 24 hours of placing your order by contacting us via email.

7.2 Once an order has been processed or shipped, it can no longer be cancelled or modified.

7.3 Please review your order details carefully before completing checkout.

8. STATUTORY RIGHTS (NEW ZEALAND CUSTOMERS)

8.1 If you are a consumer in New Zealand, your purchase is protected by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. These rights apply in addition to this policy and cannot be excluded or limited by it.

8.2 New Zealand law does not generally require a retailer to accept a return simply because a customer changes their mind. However, Amelia Auckland Living voluntarily accepts eligible change-of-mind returns within the 30-day period and subject to the conditions in Section 1.

8.3 If a product fails to meet a statutory guarantee, please email info@ameliaaucklandliving.com. We will provide the remedy required by law and cover reasonable return costs where required.

8.4 Where a refund is required, it will be provided within a reasonable time and issued to the original payment method unless otherwise agreed.

8.5 Our voluntary change-of-mind policy does not apply to personalised goods or sealed hygiene-related products once opened. These exclusions do not affect remedies available for products that fail to meet statutory guarantees.

9. UNCLAIMED PACKAGES & DELIVERY REDIRECTS

9.1 During high-volume periods or due to carrier limitations, packages may be redirected to a pickup location at the carrier's discretion.

9.2 If a package is not collected within the carrier's pickup window:

- It is returned to the local carrier depot
- Re-shipment may be requested by paying the original shipping cost
- If re-shipment is declined, the package is returned to our central warehouse

9.3 Once returned to our warehouse, you may choose:

Re-shipment — the item can be shipped again after payment of the shipping fee.

Refund — where approved, you may cancel the order and receive a refund of the product price less reasonable, disclosed handling, storage, return shipping, or logistics costs actually incurred. Original shipping costs are non-refundable unless required by law.

9.4 Refusing delivery or failing to collect a package does not automatically constitute a return request. To request a return or another remedy, please contact us in writing in accordance with Sections 2 and 8.

10. LOST OR UNDELIVERABLE PACKAGES

10.1 If a package is confirmed lost due to logistical issues or carrier error, we will send a replacement at no additional cost.

11. IMPORTANT INFORMATION

- All returns require prior approval
- Return shipping costs for change-of-mind purchases are the responsibility of the customer
- Items must meet return eligibility conditions
- Refunds are issued only after inspection
- Unauthorised returns may be refused

12. DISPUTE RESOLUTION

If you are unable to resolve a dispute with us directly, information about your consumer rights is available from:

You may also be able to apply to the New Zealand Disputes Tribunal. Use of these services is independent of your right to pursue other legal remedies.

13. CONTACT

For any return requests or questions: info@ameliaaucklandliving.com

ANNEX A — RETURN REQUEST FORM

(Complete and return this form if you wish to request a return or statutory remedy)

To: Amelia Auckland Living | info@ameliaaucklandliving.com

I/We (*) hereby request a return or remedy for the following goods:

Order number: ___________________________

Product description: ___________________________

Date of order: ___________________________

Date of receipt: ___________________________

Consumer name: ___________________________

Consumer address: ___________________________

Date: ___________________________

(*) Delete as appropriate.