Refund and Returns Policy

Refund policy

Terms and Conditions notwithstanding, we will gladly exchange or issue store credit or offer refund (at the sole discretion of Ruru Artisans) within 14 days of purchase with proof of purchase. Returns and exchanges received outside the above time frame will not be accepted.

We do not provide refunds for change of mind returns, so please choose carefully.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@ruruartisans.co.nz. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return shipping costs are to be covered by the Buyer (except if goods are faulty), and we do recommend sending items with a track and trace number.

Until your return has been received at Ruru Artisans, we will not be held responsible for any loss or damages to your return parcel.

You can always contact us for any return question at info@ruruartisans.co.nz.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Return of faulty items will only be accepted if the items were faulty upon delivery to you. We do take great care to check items for any faults before they are sent out to you.
We are not responsible for any fault or damage that may have arisen due to incorrect use or item or failure to follow care instructions.

If an item is faulty, we will either repair or replace the item, depending on the circumstances. If a repair or replacement is not available, then we will happily provide you with a full refund.

Unfortunately, we cannot accept returns on sale items or gift cards.

Sale Items

All sales are final on sale items. We do not offer refunds, returns, or exchanges on sale items.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.