Refund policy

We operate our business in accordance with the Consumers Grantees Act (CGA). 

We pride ourselves on providing items of acceptable and reasonable quality that is fit for purpose and reasonably matches the description given our website and when sold at market stalls, in-person.

If you receive a product that has a minor fault, contact us and we will either repair, replace or refund your money. If it is an earring set we can either repair or replace the set if we have it in stock, otherwise we will give you a store credit.

What if I change my mind?

Under New Zealand law we are not required to give you a cash refund if you have changed your mind about a purchase, but have a chat with us and on a case-by-case basis we may opt to swap your purchase with another available item. Please note we cannot do this with earring sets IF YOU HAVE WORN THEM.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at admin@tututoi.co.nz. Please note that returns will need to be sent to the following address: PO BOX 433, Hamilton Mail Centre, Hamilton, NZ.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at admin@tututoi.co.nz.

Craft and Handmade Nature of some Items
Our earring sets are handmade, here in New Zealand and parts of the sets (the acrylic or wooden parts) are custom made and are subject to variation. In which case no two pairs will be exactly the same. Other crafted items will likely have a component of hand-made artistry to them, in which case the same applies. We do not accept returns on the basis that an item you have purchased is not exactly the same as a previous item, a friends or the exact imagery shown on the website.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@tututoi.co.nz.