Returns, Store Credit & Refunds

We want you to love what you buy from Cove. If something isn't right, here's how we'll help.

Changed your mind?

We're happy to offer store credit or an exchange (we don't give refunds for change of mind). Just make sure:

• you contact us at hi@covehahei.co.nz within 14 days of receiving your order
• the item is unused and in its original condition and packaging, with any tags still attached
• you send it back to us at your own cost. We recommend a tracked service, as we can only credit items that reach us.

Your store credit is issued once we've received and checked the item.

Change-of-mind returns aren't available on sale or clearance items, swimwear and underwear, earrings, cosmetics and personal care, food and drinks, gift cards, or anything made or altered to order.

Faulty, damaged or not as described?

We'll put it right, as the Consumer Guarantees Act requires. Email us your order number and a photo of the problem. In most cases we'll repair or replace the item; where that isn't possible or the law calls for it, we'll refund you. We cover reasonable return freight and will send you a prepaid label or arrange collection.

Arrived damaged?

See "If something arrives damaged" in our Shipping & Delivery policy.

Sale, clearance and seconds

Sale and clearance items can't be returned for change of mind, but they're covered for faults and damage just like everything else. If we sell something as a second or with a cosmetic mark, we'll describe and photograph the mark on the listing. That mark isn't treated as a fault, but anything else wrong with the item is.

Handmade, pounamu and natural pieces

Each piece is unique. Natural differences in colour, markings, grain, glaze and size are part of its character, not a fault. If a piece is damaged, faulty, or noticeably different from how we've described it, we'll put it right. Where a listing says the photo shows the exact piece, that's the piece you'll receive.

Refunds

When a refund applies, it goes back to your original payment method (including Afterpay) once we've received and checked the item.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.