Return Policy

Our commitment to your satisfaction with our handmade toys.

Returns & Exchanges

At Shiningvractiveo, we take great care in crafting each toy by hand in our Auckland studio. We want you to be completely satisfied with your purchase. This return policy outlines your rights and our procedures for returns, refunds, and exchanges, in compliance with New Zealand consumer protection laws.

Please read this policy carefully before making a purchase. By purchasing from us, you agree to the terms outlined in this policy.

Change of Mind Returns

Due to the handmade nature of our products, we do not accept returns for change of mind. Each toy is crafted individually with care and attention to detail, and cannot be resold as new once it has left our studio.

We encourage you to carefully review product descriptions, images, and specifications before making a purchase. If you have questions about a product, please contact us before ordering, and we'll be happy to provide additional information or clarification.

This policy applies to all standard products. Custom orders have separate terms outlined below.

Damaged or Faulty Items

If your item arrives damaged or is faulty, we will gladly arrange a replacement or full refund. To initiate a return for a damaged or faulty item, please contact us within 7 days of receiving your order.

We will require:

  • Clear photographs showing the damage or fault from multiple angles
  • Your order number
  • A brief description of the issue

Once we receive your request, we will review it and respond within 48 hours (during business days). If approved, we will arrange for a replacement or full refund at no cost to you, including return shipping.

Important: Minor variations in handmade items are normal and not considered faults. These variations include slight differences in size, colour shading, texture, or stitching details. These variations are part of the unique character of handcrafted products and reflect the artisanal nature of our work.

Custom Orders

Custom orders, including memory bears, personalised toys, and bespoke designs, are subject to special return terms due to their unique and personal nature.

Once production has begun on a custom order, it becomes non-refundable. This is because:

  • Materials have been specifically selected and prepared for your order
  • Significant time and craftsmanship have been invested
  • The item is personalised and cannot be resold

If you need to cancel a custom order before production begins, please contact us immediately. Cancellations before production commences may be eligible for a partial refund, minus any design consultation fees and costs already incurred.

If a custom order arrives damaged or faulty, we will work with you to repair or replace it, subject to the same conditions as standard products.

Return Process

To initiate a return for a damaged or faulty item, please follow these steps:

  1. Contact Us: Email us within 7 days of receiving your order at info@shiningvractiveo.world
  2. Provide Documentation: Include clear photographs showing the damage or fault from multiple angles, your order number, and a brief description of the issue
  3. Wait for Approval: We will review your request and respond within 48 hours (during business days, Monday-Friday)
  4. Receive Instructions: If approved, we will provide detailed return instructions and a prepaid return label
  5. Ship the Item: Package the item securely in its original packaging (where possible) and ship it using the provided return label

Please do not return items without prior approval, as we cannot process unauthorised returns.

Return Shipping

For damaged or faulty items approved for return, we will cover the full cost of return shipping. We will provide a prepaid return label that you can use to ship the item back to us.

Items must be returned in their original packaging where possible. If original packaging is not available, please ensure the item is securely packaged to prevent further damage during transit.

We strongly recommend using tracked shipping (which we provide) for your protection. We are not responsible for items lost or damaged during return shipping if you choose not to use our provided return label.

For change of mind returns (which we do not accept), customers would be responsible for return shipping costs. However, as stated above, we do not accept change of mind returns.

Refunds

Once we receive and inspect your returned item, we will process your refund within 5-10 business days. Refunds will be issued to the original payment method used for the purchase.

If you paid by credit card, the refund will appear on your statement within 5-10 business days, depending on your bank's processing times. If you paid by bank transfer, the refund will be processed to the same account.

If the original payment method is no longer available (e.g., expired credit card), please contact us to arrange an alternative refund method.

We reserve the right to refuse a refund if the item is returned in a condition that suggests it has been used beyond normal inspection, damaged by misuse, or if the return request is made outside the 7-day timeframe.

Exchanges

We do not offer direct exchanges. If you need a different size, colour, or style, please return the original item (if eligible under this policy) and place a new order for the item you prefer.

If you are unsure about sizing or have questions about a product before ordering, please contact us, and we'll be happy to help you choose the right item.

Consumer Guarantees Act 1993

Under New Zealand's Consumer Guarantees Act 1993, you have statutory rights regarding the quality and fitness of goods. These rights cannot be excluded or limited and apply in addition to any warranties we provide.

Our handmade toys are guaranteed to be:

  • Of Acceptable Quality: Safe, durable, and free from defects (except minor variations inherent in handmade items)
  • Fit for Purpose: Suitable for the purpose for which toys of that kind are commonly supplied
  • Match Description: Conform to any description provided on our website or in communications
  • Match Sample: Match any sample or demonstration model shown to you

If a product fails to meet these guarantees, you have rights to a remedy, including:

  • Repair or replacement of the goods
  • Refund of the purchase price
  • Compensation for any loss or damage resulting from the failure

We will work with you to provide an appropriate remedy that complies with the Consumer Guarantees Act.

Warranty Period

While handmade items are crafted to last, we understand that normal wear and tear occurs with use. Our products are warranted against manufacturing defects for a reasonable period, typically 12 months from the date of purchase.

This warranty covers defects in materials and workmanship but does not cover damage caused by:

  • Normal wear and tear
  • Misuse or abuse
  • Failure to follow care instructions
  • Accidental damage
  • Damage caused by pets or other external factors

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless they are faulty:

  • Items that have been used or played with extensively
  • Items that show signs of wear beyond normal inspection
  • Items returned outside the 7-day timeframe
  • Items returned without prior approval

Dispute Resolution

If you are not satisfied with our response to a return request, please contact us to discuss your concerns. We are committed to resolving disputes fairly and promptly.

If we cannot resolve a dispute through direct communication, you may refer the matter to:

  • The New Zealand Disputes Tribunal
  • The Commerce Commission (for consumer protection issues)
  • Your local Citizens Advice Bureau

Contact Us

If you have questions about our return policy or need to initiate a return, please contact us:

Email: info@shiningvractiveo.world
Phone: +64212234598
Address: 1 Rennie Drive, Airport Oaks, Auckland 2022, New Zealand

Last updated: February 2026