Refund Policy

We stand behind the quality of our products. If your item arrives damaged, defective, or incorrect, we will work with you to put things right in line with the New Zealand Consumer Guarantees Act.

Faulty or damaged items

Please inspect your order when you receive it and contact us within 7 days if the item is defective, damaged, or if you receive the wrong item.

You can email us at support@emphory.co.nz with your order number, a description of the issue, and clear photos of the product and packaging.

If your return is accepted, we will provide instructions on how and where to send your item. Items sent back to us without first contacting us will not be accepted.

Change of mind

We do not accept returns or exchanges for change of mind purchases.

Please choose carefully before placing your order.

Non-returnable items

We cannot accept returns on:

• Custom or personalised items
• Sale items
• Gift cards

If you are unsure whether your item is eligible, please contact us before placing an order.

Exchanges

We do not offer general exchanges for change of mind.

If your item is faulty and a replacement is approved, we will either send a replacement of the same design (subject to availability) or offer an alternative solution, such as a refund.

Refunds

Once we receive and inspect your returned item, we will let you know whether a refund has been approved.

If approved, you will be refunded to your original payment method within 10 business days. Please note that it may take additional time for your bank or card issuer to process the refund.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at support@emphory.co.nz