Refund policy
Your rights under the Consumer Guarantees Act
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product is faulty, not of acceptable quality, or doesn’t match its description, you’re entitled to a repair, replacement or refund under the law — regardless of the timeframes and conditions below, which apply to change-of-mind returns only.
Return Period
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, undamaged and in its original packaging. You’ll also need the receipt or proof of purchase.
How to start a return
To start a return, contact us at hello@framd.co.nz with your order number and the reason for the return. If your return is accepted, we’ll email you the return address and instructions on how to send your parcel back. Please don’t send anything back before requesting a return — items sent to us without a request first won’t be accepted.
You arrange and pay for return shipping. We recommend a tracked service and ask that you keep your proof of postage; until the parcel reaches us, it remains your responsibility.
Damages and issues
Please inspect your order as soon as it arrives. If your item is faulty, damaged, or the wrong product, contact us straight away and we’ll make it right at no cost to you - we’ll cover return shipping and arrange a replacement or refund.
For damage in transit, email us within 48 hours of delivery with your order number and clear photos of the damaged product, the damaged packaging, and the shipping label, so we can lodge a claim with the carrier.
Exceptions / non-returnable items
Sale items and gift cards can’t be returned or exchanged for change of mind. If you’re unsure whether your item qualifies, get in touch before requesting a return. (This doesn’t affect your rights if a sale item turns out to be faulty.)
Refunds
We’ll let you know once we’ve received and inspected your return, and whether your refund has been approved. If approved, we’ll refund your original payment method within 10 business days. For change-of-mind returns we refund the price of the product(s); original shipping isn’t refunded. For faulty, damaged or incorrect items we refund the full amount, including shipping.
Please remember your bank or card provider may take a little longer to post the refund. If more than 15 business days have passed since we approved your return and you still haven’t received it, contact us at hello@framd.co.nz.
Return address
FRAMD STUDIO LIMITED
15 Rona Avenue, Grey Lynn
Auckland 1021
New Zealand
Questions
Email us any time at hello@framd.co.nz.