Return Policy
Last updated:
Return Period
You may return most items within 14 days of delivery. The item must be unused and in the same condition and packaging in which you received it. Returns requested after this period may not be accepted unless required by law.
Return Conditions
Items must be returned in original condition with all tags, packaging, and documentation. Items that show signs of use, damage, or that have been altered may be refused or subject to a restocking fee. Proof of purchase may be required.
Return Shipping Cost
Unless the return is due to our error (e.g. wrong or defective item), the cost of return shipping is the responsibility of the customer. We recommend using a tracked and insured delivery service. We are not responsible for items lost or damaged in transit until we receive them.
Return Process
To initiate a return, contact us at aurora@frizelonxytharel.world with your order details. We will provide return instructions and, where applicable, a return authorization. Pack the item securely and send it to the address we provide. Once we receive and inspect the item, we will notify you of the approval or rejection of your refund.
Non-Returnable Items
Custom-made or personalized items, and limited edition pieces marked as final sale, cannot be returned unless they are defective or were damaged upon delivery. Perishable goods and certain hygiene-related items may also be non-returnable. We will specify when an item is non-returnable at the time of purchase.
General Legal Requirements
This return policy does not affect your statutory rights under New Zealand law. The Consumer Guarantees Act 1993 gives you rights to a remedy (repair, replacement, or refund) when goods do not meet statutory guarantees. The Fair Trading Act 1986 protects you from misleading or deceptive conduct. We comply with these Acts. For more information, visit the New Zealand Commerce Commission (comcom.govt.nz) or the Ministry of Business, Innovation and Employment (mbie.govt.nz).
Order Cancellation Policy
You may cancel an order before it has been dispatched at no charge. Once the order has been shipped, cancellation is not possible; you may return the item in accordance with this Return Policy after delivery. To request cancellation, contact us as soon as possible.
Refund Procedure
Refunds will be processed within 5–7 business days after we receive and approve your return. Refunds will be credited to the original payment method. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement. We will notify you by email once the refund has been processed.
Contact Information
Coastal Rope & Nautical Decor, Albany, Auckland, New Zealand. For questions about returns, refunds, or to start a return, contact us at aurora@frizelonxytharel.world or visit our contact page for our full address and phone number.