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Refund Policy

Owl & Monkey is a New Zealand owned and operated company, which means that you are always covered by New Zealand consumer law. This means we must comply with Consumer Guarantees Act 1993 and Fair Trading Act 1986 and we will always meet the obligations set out within these.

If you change your mind about an order and would like to cancel it after you have paid already then please get in touch and provided we have not started your order (in the case of custom goods) then we are happy to refund your money in full.

While we do take care when processing your order, we are only human and occasionally we make mistakes. If you receive your order to find that it is incorrect in some way then please get in touch with us as soon as possible so we can remedy the situation quickly and get the correct goods on their way to you.

We do our very best to check over all items before packaging them to be sent, but on the off chance a fault is overlooked please contact hello@owlandmonkey.co.nz with a photograph and description of the fault in question so we can arrange a replacement for you. In the event that the item in question is not a custom item we may require it to be sent back to us, so please do not discard it. If the item you ordered is no longer available, you may choose a different item or store credit, but we are also equally happy to refund your money.

If you receive your parcel to find that it has been damaged in transit, please contact us immediately. Please photograph both the damaged item(s) and the damage to the packaging so we can file a claim with our courier and get a replacement of all damaged goods out to you as soon as possible.