Returns & Refunds
Please read our returns and refund policy carefully before ordering.
At a Glance
- Damaged in transit? Email us within 24 hours with photos — we'll replace or refund.
- Faulty or incorrect item? Your Consumer Guarantees Act rights remain protected.
- Want to cancel? Request within 24 hours, before design or printing has started and before dispatch. Abby must confirm.
- Change-of-mind returns after delivery? Not offered, including for unused blank cards and plain-film toppers. Statutory rights still apply.
Can I cancel my order?
Please contact orders@storysproutsnz.com within 24 hours of placing your order if you want to cancel. Include your order number. We can accept change-of-mind cancellation requests while design or printing has not started and the order has not been dispatched.
Please wait for Abby to confirm your cancellation; sending a request does not automatically cancel the order. If your cancellation is accepted, we will confirm the next steps, including the refund of any payment made. Please do not make another payment while your request is being checked.
Once design or printing has started, or the order has been dispatched, change-of-mind cancellation is not available under this policy. If something is faulty, damaged, incorrect or otherwise does not meet your rights under the Consumer Guarantees Act, please contact us. Those rights still apply and are not limited by this 24-hour cancellation window.
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 is faulty, your rights under the Consumer Guarantees Act are protected. These rights are not limited by our 24-hour cancellation window.
When We Cannot Refund
Change of Mind After the Cancellation Window
Change-of-mind cancellation is not available after 24 hours, once design or printing has started, or after dispatch. Before then, please request cancellation as explained below and wait for Abby's confirmation.
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. We do not offer change-of-mind returns after delivery. This does not limit your rights if an item is faulty, damaged, incorrect or materially different from the agreed design.
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.
Reporting damage promptly helps us investigate with the courier. Our request to report damage within 24 hours does not limit your rights under the Consumer Guarantees Act.