Returns & Satisfaction Policy

Our returns policy in plain English

If something arrives damaged, doesn't match the listing, or fails within a reasonable time of normal use, we'll make it right. Email us with your order number and a photo within 14 days of delivery and we'll arrange a refund, replacement, or store credit — your choice.

What we accept for return

• Damaged on arrival (broken canvas, leaking paint, snapped brush handle, etc.)
• Wrong product shipped vs what was ordered
• Product significantly different from the listing description or photo
• Manufacturer fault discovered in the first few uses

What we don't accept

• Opened paint tubes, pastels or marker sets (hygiene + condition)
• Change of mind on consumables (paint, paper, clay, brushes that have been used)
• Custom orders or special-orders flagged at checkout
• Returns sent without contacting us first

How to start a return

1. Email info@handymandy.co.nz with your order number, photos of the issue, and what you'd like (refund, replacement, or credit).
2. We'll reply within one business day with next steps.
3. If a return needs posting back, we'll cover the return shipping for damaged or wrong items. For other returns, customer pays the return shipping.
4. Once we receive the item, refunds are processed within 3 business days back to the original payment method.

Our promise

We're a small Kiwi-owned business and we want you to enjoy what you bought. If you're unhappy with anything, talk to us before leaving a review — nine times out of ten we can fix the problem the same day. We'd rather lose a margin than a customer.

Statutory rights

This policy is in addition to your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Nothing in this policy limits those rights.

Contact

Handy Mandy Craft Store
3 Morningside Drive, Morningside, Auckland 1025
Email: info@handymandy.co.nz
NZBN: 9429043361809