Refund and Return Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

Change of Mind

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Rongoā cannot be returned.
Additional non-returnable items: Gift Cards, Personal Care Items.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

• Items with obvious signs of use
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at toi@maorilandfilm.co.nz

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at toi@maorilandfilm.co.nz and send your item to: Māoriland Hub, 11 Raukawa Street, Ōtaki

Damaged Goods

All Toi Matarau works are sent with the utmost care, but if for any reason, you are not satisfied with your purchase, please email us within 7 days of receiving your artwork with photos of your concerns; If the artwork has been damaged in shipping you may have to deal with the courier/post agent directly in the first instance.

Toi Matarau will work with you to either exchange, replace, provide a store credit or refund for any damaged goods.

Contact Maakarita Paku at toi@maorilandfilm.co.nz to arrange your return. 

Do not send faulty items back to us unless we have arranged that in our email conversation. If we have asked you to return it to us, products must be couriered (or tracked) to the following address at your own cost. 

Shipping returns

To return your product, you should mail your product to:

Toi Matarau c/o Māoriland Hub
11 Raukawa Street
Ōtaki
Kāpiti Coast
5512
Attn: Returns

Please do not return your item until your return has been accepted.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at toi@maorilandfilm.co.nz for questions related to refunds and returns.