Refund policy
Refund & Returns Policy
Last updated: 20 October 2026
At Avoriel Boutique, we take care in creating and delivering homewares designed to bring lasting beauty to your space.
As our products are made to order, we generally do not accept returns or exchanges for change of mind. However, if something arrives damaged, faulty, incorrect, or not as described, we are committed to resolving the issue fairly and in accordance with applicable consumer protection laws.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, defective, incorrect, or materially different from its description, please contact us as soon as possible, preferably within 30 days of delivery.
To help us investigate, please provide:
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Your order number.
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A description of the issue.
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Clear photographs showing the product and the problem, where reasonably possible.
Depending on the circumstances and your rights under applicable law, we may offer a replacement, repair, refund, or another appropriate remedy.
Nothing in this policy limits or excludes any rights or remedies available to you under applicable consumer protection laws, including the New Zealand Consumer Guarantees Act 1993 where applicable.
Change of Mind & Exchanges
Because our products are produced on demand, we generally cannot accept returns or exchanges for:
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Change of mind.
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Incorrect size, colour, or product selections made by the customer.
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Personal preferences where the product matches its description and is not defective.
The same change-of-mind policy applies to promotional and sale items.
These exclusions do not affect your statutory rights regarding faulty, damaged, misdescribed, or otherwise non-compliant products, or any mandatory cancellation or withdrawal rights.
Order Cancellations
If you need to cancel or amend your order, please contact us as soon as possible.
We will do our best to accommodate your request before production begins. However, once an order has entered production, cancellation or modification may no longer be possible, except where required by applicable law.
European Union Customers
Customers covered by European Union consumer protection legislation may have a statutory right to withdraw from an eligible online purchase within 14 days of receiving their goods, without providing a reason.
Certain products, including goods made to a customer's specifications or clearly personalised, may be exempt from this withdrawal right.
Any applicable exemption will be assessed according to the relevant legal requirements. The fact that a product is manufactured on demand does not automatically remove statutory withdrawal rights.
Where a statutory withdrawal right applies, we will provide the relevant return instructions and process refunds within the legally required period. Customers may be responsible for direct return shipping costs where permitted by law and disclosed before purchase.
Statutory rights relating to defective or non-conforming products remain unaffected.
Return Process
If you experience an issue with your order:
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Contact us through our Contact Us page
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Include your order number and relevant details.
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Wait for our response with instructions on how the issue will be resolved.
Please do not send products back without contacting us first, as some issues can be resolved without a physical return.
This request does not restrict any return rights available under applicable law.
Refunds
Where a refund is approved or required by law, it will generally be issued to the original payment method.
Refund processing times vary depending on the payment provider. We will process refunds within any timeframe required by applicable law and provide confirmation when the refund has been initiated.
If you have not received an expected refund, please contact us so we can investigate.
Your Consumer Rights
Avoriel Boutique operates from New Zealand and serves customers internationally.
Nothing in this policy excludes, restricts, or modifies any consumer rights or remedies that cannot lawfully be excluded under the legislation applicable to your purchase.
Contact Us
For questions about returns, refunds, or order issues, please contact:
Avoriel Boutique
Website: avorielboutique.com