Returns & Refunds
Our refund policy reflects our group-order business model. Please read carefully before ordering.
At a Glance
- Damaged in transit? Email us within 24 hours with photos — we'll replace or refund.
- Manufacturing defect? Protected under the Consumer Guarantees Act — no time limit.
- Change of mind? Not available due to our overseas ordering model.
- Custom toppers? Non-refundable unless damaged or materially different from the agreed design.
When We Will Refund
Order Cancelled by Us
If we cancel your order (e.g. product unavailability, pricing error), you'll receive a full refund.
Product Not Delivered
If your order is confirmed lost by the courier (not merely delayed), we'll issue a full refund or replacement after investigation.
Shipping Damage
If your product arrives damaged during transit, email us within 24 hours of delivery with photos of the damage and packaging. We'll arrange a replacement or refund.
Manufacturing Defects
If a product develops a fault (e.g. Tonie stops playing audio), your rights under the Consumer Guarantees Act are protected. There's no fixed time limit for reporting manufacturing defects.
When We Cannot Refund
Change of Mind
Because we order items from overseas on your behalf, we cannot offer change-of-mind refunds.
Customer-Caused Damage
Damage caused by misuse, modification, neglect, or normal wear and tear after delivery is not covered.
Custom Toppers
Custom toppers are made-to-order and non-refundable unless they arrive damaged or differ materially from the agreed design.
Late Damage Claims
Transit damage claims submitted more than 24 hours after delivery may be declined. Note: this time limit does not apply to manufacturing defects.
How to File a Damage Claim
Email orders@storysproutsnz.com within 24 hours of delivery with subject:
DAMAGE CLAIM — Order #[your order number]
Include:
- Photos of the damaged product
- Photo of the packaging
- Your Queue Number or Tracking Code
- Brief description of the issue
Do not dispose of the product or packaging until your claim is resolved.