Refund policy

RETURN & REFUND POLICY

Last updated: April 2026

1. Our Commitment at Old Soul Haven, we want you to love what you've purchased. This policy outlines your rights and our process for returns and refunds. We comply fully with the New Zealand Consumer Guarantees Act 1993 (CGA) and the Fair-Trading Act 1986.

2. Your Consumer Rights Under the Consumer Guarantees Act 1993, all products we sell must be:

  • Of acceptable quality (safe, durable, and free from defects)
  • Fit for their intended purpose
  • Matching their description, sample, or demonstration model

If a product fails to meet any of these guarantees, you are entitled to a remedy. Depending on the nature and severity of the fault, this may include a repair, replacement, or full refund. These rights cannot be excluded or limited.

3. Faulty or Damaged Goods

  • Old Soul Haven is not responsible for damage caused by carriers during transit. Once your order has been dispatched, responsibility for the goods passes to the carrier. We strongly recommend customers obtain their own shipping insurance for high-value orders, including furniture and antiques.
  • If your item arrives damaged, please contact us and we will do our best to assist, however any claims for transit damage should be directed to the carrier or your insurance provider.
  • If your item develops a fault unrelated to transit, please contact us as soon as possible with your order details and photos of the issue.
  • For furniture and large items, please inspect thoroughly upon delivery or collection before signing off.

4. Change of Mind

  • We are not required under New Zealand law to accept returns for change of mind.
  • However, we will consider change-of-mind return requests on a case-by-case basis. Items must be unused, in original condition, and returned within 14 days of purchase or delivery.
  • Return shipping costs for change-of-mind returns are the responsibility of the customer.

5. Antiques & One-of-a-Kind Items

  • Antiques and vintage items are sold as described and may show natural signs of age, wear, or patina. These characteristics are not considered faults.
  • Please review all product descriptions, dimensions, and images carefully before purchasing. We are happy to provide additional photos or information on request.
  • Faulty or misdescribed antiques remain subject to your rights under the CGA.

6. Chocolate & Food Products

  • Please check best-before dates upon receipt. If you receive a product that is past its best-before date or is damaged, contact us immediately.
  • For hygiene reasons, opened or consumed food products cannot be returned unless faulty.

7. In-Store Pickup Returns

  • If you are collecting in store, please inspect your items before leaving. Once goods have been collected and signed off, Old Soul Haven is not liable for damage incurred after collection.
  • Faulty goods identified at the time of collection will be resolved immediately in store.

8. How to Request a Return

  • Contact us via our website or in store with your order number, a description of the issue, and supporting photos where applicable.
  • Do not return items without contacting us first — unauthorised returns may not be accepted.
  • Once your return is approved, we will provide instructions for returning the item or arranging collection for large items.

9. Refund Processing

  • Approved refunds will be processed to your original payment method within 5–10 business days of us receiving and inspecting the returned item.
  • You will be notified by email once your refund has been processed.

10. Return Shipping

  • For faulty or misdescribed items, Old Soul Haven will cover the cost of return shipping or arrange collection.
  • For change-of-mind returns (where accepted), return shipping is at the customer's expense.
  • For large furniture items, please contact us to arrange a suitable return method.

11. Contact Us For all return and refund enquiries, please contact us through our website or visit us in store.