Return Policy

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Our Commitment

At Truerange, we take pride in every handmade gift we create. We want you to be completely satisfied with your purchase. If for any reason you are not happy, we are here to help. This policy is offered in addition to your statutory rights under the Consumer Guarantees Act 1993 (New Zealand). Nothing in this Return Policy limits or excludes those rights where you are a consumer.

Return Window

You may return most items within 14 days of delivery for a full refund or exchange. Items must be returned in their original condition, unused, and in original packaging where possible.

Items Eligible for Return

  • Standard handmade gift items in original condition
  • Items with manufacturing defects
  • Items that arrived damaged during shipping
  • Items that significantly differ from the description

Items Not Eligible for Return

  • Custom or personalized orders made to your specifications
  • Items that have been used, altered, or damaged by the customer
  • Perishable items such as food products
  • Gift cards or vouchers
  • Sale items marked as final sale

How to Initiate a Return

To start a return, please follow these steps:

  • Contact us at supportuse@truerange.world with your order details
  • Include your reason for return and photos if applicable
  • Wait for our confirmation and return instructions
  • Ship the item back to our Auckland studio address

Return Shipping

For returns due to change of mind, the customer is responsible for return shipping costs. For items that arrived damaged or defective, Truerange will cover return shipping costs.

Refund Process

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, refunds will be processed within 5-7 business days to your original payment method.

Exchanges

If you would like to exchange an item for a different product, please contact us. We will work with you to find a suitable replacement from our handmade collection.

Damaged or Defective Items

If your item arrived damaged or has a manufacturing defect, please contact us within 48 hours of delivery with photos of the damage. We will arrange a replacement or full refund at no additional cost to you.

Contact Us

For any questions about returns, please contact us:

Email: supportuse@truerange.world

Phone: +64 9 362 7252

Address: 165 Parnell Road, Parnell, Auckland 1010, New Zealand