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Return Policy

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Our Commitment

At Gracefulmerchant, we take great pride in the quality of our handmade cards and printed materials. We want you to be completely satisfied with your purchase. If something isn't right, we're here to help.

Statutory rights: Your rights under the Consumer Guarantees Act 1993 (New Zealand) are not excluded by this policy. Where goods are faulty, not as described, or do not meet the guarantees under the CGA, you may be entitled to a remedy (repair, replacement, or refund). This return policy is in addition to those statutory rights.

Standard Products

For standard (non-custom) cards and printed materials:

  • Returns accepted within 14 days of delivery
  • Items must be unused, in original packaging
  • Return shipping costs are the customer's responsibility
  • Refunds processed within 5-7 business days of receiving returned items

Custom Orders

Due to the personalised nature of custom designs:

  • Custom cards and printed materials are non-refundable once production begins
  • Design changes after final approval may incur additional charges
  • We provide digital proofs for approval before printing
  • Deposits for custom work are non-refundable

Damaged or Defective Items

If your order arrives damaged or contains defects:

  • Contact us within 48 hours of delivery
  • Provide photos of the damage or defect
  • We will replace the item at no additional cost
  • Return shipping for defective items is covered by us

Exchanges

We offer exchanges for standard products:

  • Exchange requests must be made within 14 days of delivery
  • Items must be in resaleable condition
  • Price differences will be charged or refunded accordingly
  • Exchange shipping costs may apply

Non-Returnable Items

The following items cannot be returned:

  • Custom or personalised cards
  • Items with personalised text or images
  • Sample packs (unless defective)
  • Items purchased more than 14 days ago

How to Request a Return

To initiate a return or exchange:

  1. Contact us via email or phone with your order number
  2. Describe the reason for the return
  3. We will provide return instructions and address
  4. Ship the item securely with tracking
  5. Once received and inspected, we will process your refund or exchange

Refund Method

Refunds are processed to the original payment method. Please allow:

  • 5-7 business days for processing after we receive the returned item
  • Additional time for the refund to appear in your account depending on your bank

Contact Us

For return enquiries, contact us at:

Gracefulmerchant
219 Cameron Road, Tauranga 3110, New Zealand
Email: clients@gracefulmerchant.world
Phone: +64 800 252 537