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Returns & Refunds Policy

Last Updated: 11/1/26

 

At The Concrete Canvas, we want you to be happy with your purchase. As a New Zealand-based business, our returns policy is governed by the New Zealand Consumer Guarantees Act (CGA).

 

1. Faulty or Damaged Goods (Your Rights): If a product you purchased from us is faulty, not "fit for purpose," or does not match the description on our website, you are entitled to a remedy under the CGA.

  • Minor Faults: If the fault is minor, we may choose to repair the item, replace it with an identical product, or provide a full refund.

  • Major Faults: If the fault is "substantial" (meaning you wouldn't have bought it if you'd known about the fault), you have the choice of a full refund or a replacement.

  • Transit Damage: Concrete is fragile. If your item arrives broken, please email a photo of the packaging and the item to [Email] within 24 hours of delivery so we can lodge a claim with the courier.

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2. Change of Mind Returns: We understand that sometimes things don't look quite the same in person. While the CGA does not require us to provide a refund for "change of mind," we offer a 14-day window for exchanges or store credit under the following conditions:

  • Items must be returned in their original, unused condition with all packaging intact.

  • You must provide proof of purchase (your order confirmation email is fine).

  • Exclusions: We do not offer change-of-mind returns on sale items, custom-made pieces, or items with natural variations (see section 5 below). 

  • Shipping: For change-of-mind returns, the customer is responsible for the cost of return shipping.

 

3. How to Start a Return:

  1. Contact Us: Email info@theconcretecanvas.co.nz within 14 days of receiving your order. Please include your order number and a photo of the item (especially if it is damaged).

  2. Wait for Confirmation: We will provide you with the return shipping address and instructions.

  3. Pack Securely: Ensure the item is well-packaged. We cannot offer a refund/credit for items that are damaged during the return transit.

 

4. Processing Your Refund: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Approved refunds will be processed back to your original payment method within 5-7 business days.

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5. Natural Variations (Important): Because our products are handmade from concrete, certain characteristics are part of the material's nature and are not considered faults under the CGA:

  • Air Bubbles: Small pinholes or "voids" on the surface.

  • Color & Texture: Slight variations in grey tones or "mottling" patterns.

  • Unique Edges: Minor irregularities in the leaf's "serrated" tips. By purchasing, you acknowledge that no two pieces are identical.
     

6. Exclusions for Misuse: Under the CGA, we are not required to provide a refund if the item was:

  • Dropped or mishandled after delivery.

  • Used in a way a reasonable consumer wouldn't (e.g., left outside in freezing conditions if not specified for outdoor use).

  • Damaged because care instructions were not followed.

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