Returns and Refunds Policy
Effective date: 13 April 2026
FernHouse NZ stands behind the products we sell. This policy explains your rights when it comes to returns and refunds, including your statutory rights under New Zealand law.
Your Rights Under New Zealand Law
Under the Consumer Guarantees Act 1993, all goods sold by FernHouse NZ must:
- Be of acceptable quality (safe, durable, free from defects, and fit for ordinary use)
- Be fit for any particular purpose you made known to us before purchasing
- Match their description on our website
These guarantees cannot be excluded or limited by contract. Your rights under the Consumer Guarantees Act are in addition to, and not affected by, our change-of-mind returns policy below.
Faulty or Not-as-Described Items
If a product you receive is faulty, unsafe, not fit for its intended purpose, or does not match its description on our website, you are entitled to a remedy under the Consumer Guarantees Act 1993.
How to report a fault
Please email us at support@fernhouse.co.nz within 30 days of receiving your order. Include the following in your email:
- Your order number
- A description of the fault or issue
- Clear photos showing the defect or damage
We will respond within 48 hours with instructions on how to proceed.
Minor faults
Where a fault is minor and can be remedied, we may choose to repair the item, send a replacement, or issue a full refund. We will cover the cost of return shipping for all faulty items.
Major faults
Where a fault is major (meaning it significantly affects the product’s value, safety, or function, or would have caused you not to purchase if you had known about it), you may choose to:
- Return the product and receive a full refund, or
- Return the product and receive a replacement
Low-value faulty items
For low-value items where the cost of returning the product would be disproportionate, we may issue a refund or replacement without requiring you to return the item. We will advise you of this option when assessing your claim.
Items Damaged in Transit
If your order arrives damaged due to shipping, please contact us at support@fernhouse.co.nz within 7 days of delivery. Please include your order number and photos showing the damage to both the item and packaging. We will arrange a replacement or full refund at no cost to you.
Change-of-Mind Returns
We understand that sometimes a product is not quite right. We accept change-of-mind returns under the following conditions:
- You contact us within 14 days of receiving your order
- The item is unused and in its original packaging, in resalable condition
- You cover the cost of return shipping
Once we receive and inspect the returned item, we will issue a refund for the product price within 10 business days. Please note that the original shipping cost is not refunded on change-of-mind returns.
Items Not Eligible for Return
The following items are not eligible for change-of-mind returns:
- Hygiene-sensitive products that have been opened or used (such as personal care items, where applicable)
- Items that have been used, damaged by the customer, or returned without their original packaging
This does not affect your rights under the Consumer Guarantees Act if the item is faulty or not as described.
How to Request a Return or Refund
All return and refund requests should be submitted by email to support@fernhouse.co.nz. Please include:
- Your order number
- The reason for the return
- Photos where relevant (required for faulty or damaged items)
We aim to respond to all enquiries within 48 hours. Do not return any item before receiving instructions from us, as unauthorised returns may not be processed.
Refund Method and Timing
All approved refunds are issued to the original payment method via Stripe. Please allow 5 to 10 business days for the refund to appear in your account, depending on your bank or card issuer.