Refunds & Returns
Last updated: January 2025
We want you to be happy with your Karü piece. This policy explains when you can return an item and how we process refunds. Your rights under the Consumer Guarantees Act 1993 (New Zealand) are not limited by this policy.
1. Faulty or not as described (Consumer Guarantees Act)
If your item is faulty, not of acceptable quality, or does not match its description, you are entitled to a remedy under the Consumer Guarantees Act 1993. Depending on the issue, we may offer repair, replacement, or refund. Please contact us within a reasonable time with your order number and (if possible) photos or a short description of the fault. We may ask you to return the item so we can assess it. Where the fault is our responsibility, we will cover the cost of return shipping.
2. Change of mind
If you simply change your mind, we may accept a return provided:
- You contact us within 14 days of receiving the item.
- The item is unused, in its original packaging, and in resaleable condition (e.g. no damage, wear, or alteration).
- You return the item at your own cost to the address we provide.
If we accept the return, we will refund the purchase price (excluding original shipping) once we have received and checked the item. Refunds are made to the original payment method and may take 5–10 business days to appear. We do not refund the cost of return shipping for change-of-mind returns. We reserve the right to refuse a change-of-mind return if the item is not in resaleable condition or for hygiene/safety reasons (e.g. earrings that have been worn).
3. How to request a return or refund
Email us at hello@karu.com with your order number, the reason for the return (fault / change of mind), and any relevant photos. We will reply with instructions (e.g. return address, form to include). Do not send items without confirming with us first.
4. Refund timing
For approved refunds, we will process the refund within 5 business days of receiving the returned item (or, for faults, of agreeing the refund). The funds may take additional time to reach your account depending on your bank or card issuer.
5. Exchanges
We do not offer direct exchanges. If you would like a different size or style, please return the original item (in line with the conditions above) and place a new order. This helps us manage stock and avoid errors.
6. Sale and clearance items
Unless otherwise stated on the product or at checkout, sale and clearance items are subject to the same fault and change-of-mind terms above. We may specify different conditions for particular promotions; any such conditions will be clearly shown at the time of purchase.
Questions? Contact us at hello@karu.com.