Refund policy
At Piki Toi, we take care to ensure that our products are accurately represented, carefully packed and sent to you in good condition. As a small business based in Aotearoa New Zealand, we want to resolve any genuine problem with your order as quickly and fairly as possible.
Digital Downloads
Due to the nature of digital products, purchases of digital downloads are generally final and non-refundable once the digital product has been accessed or downloaded, except where required by applicable consumer law.
Please check the product description and compatibility requirements carefully before purchasing.
If you experience a problem accessing your files, receive an incorrect file, or believe there is a fault with your digital product, please contact us at hello@pikitoi.co.nz and we will be happy to assist.
Please note that colours may vary between screens, printers, inks and paper types. Minor colour differences resulting from a customer's device, printer or print settings are not considered a product fault.
Physical Products
If your physical product arrives damaged, faulty, or materially different from what you ordered, please contact us at hello@pikitoi.co.nz as soon as reasonably possible after receiving your order.
Please include your order number and, where relevant, photographs showing the issue and the condition of the packaging.
Once we have assessed the issue, an appropriate remedy may include a replacement, repair or refund, depending on the circumstances and your rights under applicable consumer law.
Change of Mind
Please choose your products carefully.
We do not generally provide refunds or exchanges for change-of-mind purchases.
If you contact us before a physical order has been dispatched, we may be able to cancel it. Once an order has been dispatched, we cannot guarantee that it can be cancelled or recalled.
Pre-Orders
Products clearly identified as pre-order products are purchased in advance and are not available for immediate dispatch.
By purchasing a pre-order product, you acknowledge that there will be a period between placing your order and the product being dispatched.
Any estimated dispatch date or timeframe displayed on the product page is an estimate and may be affected by manufacturing, freight, customs, supplier delays or circumstances outside our reasonable control.
If you wish to request cancellation of a pre-order before it has been dispatched, please contact us at hello@pikitoi.co.nz. We will assess the request in accordance with the circumstances of the order and applicable consumer law.
Once a pre-order has been dispatched, it is treated as a shipped physical order and cannot ordinarily be cancelled.
Custom & Personalised Orders
Custom and personalised products are created specifically for you and generally cannot be returned or refunded because of a change of mind.
Please carefully check all names, wording, spelling and other information supplied when placing your order.
If a custom product arrives damaged, faulty, or contains an error made by Piki Toi, please contact us and we will work with you to provide an appropriate remedy.
Delayed or Missing Deliveries
Delivery estimates are provided separately in our Shipping Policy and are estimates rather than guaranteed delivery dates unless expressly stated otherwise.
For international orders, please remember that Piki Toi dispatches products from Aotearoa New Zealand, and international transit, customs processing and local carrier delays can affect delivery times.
If your parcel has not arrived when expected, please contact us at hello@pikitoi.co.nz so that we can investigate the shipment and tracking with the relevant carrier.
A parcel that is still within the applicable estimated delivery timeframe or is actively progressing through the carrier network will not ordinarily be considered lost.
If tracking indicates that an order has been delivered but you have not received it, please contact us promptly so we can assist you in investigating the delivery.
Payment Disputes & Chargebacks
If you believe there is a problem with your order, including a delayed or missing delivery, we strongly encourage you to contact us first at hello@pikitoi.co.nz.
We are happy to investigate genuine concerns and will work with customers to resolve order and delivery issues wherever reasonably possible.
If a payment dispute or chargeback is initiated, Piki Toi reserves the right to provide the payment provider or financial institution with relevant information about the transaction, including order details, product descriptions, pre-order information, correspondence, shipping records, tracking information and proof of delivery where available.
This does not limit a customer's rights to raise a legitimate payment dispute with their financial institution.
Refunds
Where a refund is approved, it will generally be issued to the original payment method used for the purchase.
Processing times after a refund has been issued are determined by your bank, card issuer or payment provider and are outside Piki Toi's control.
Original shipping charges and return shipping costs are not ordinarily refundable for change-of-mind returns. Where a product is faulty or you are otherwise legally entitled to recover reasonable return costs, your applicable consumer rights will continue to apply.
Your Consumer Rights
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the New Zealand Consumer Guarantees Act 1993, Fair Trading Act 1986, or other consumer protection laws that may apply to your purchase.
Where there is an inconsistency between this policy and a right that cannot legally be excluded, the applicable law will prevail.
Contact Us
If there is a problem with your order, please contact us so we have an opportunity to help.
Piki Toi
Aotearoa New Zealand
hello@pikitoi.co.nz
Please include your order number and a brief description of the issue so we can assist you as quickly as possible.
By purchasing from Piki Toi, you acknowledge that you have had the opportunity to review our Returns & Refunds Policy, Shipping Policy and applicable product information before completing your purchase.