Refund policy

Refund Policy

At Storey Collection, we stand behind the quality of everything we sell. Here's how returns, refunds and cancellations work.

Faulty, Damaged or Not as Described

Your rights under the Consumer Guarantees Act 1993 come first. If an item is faulty, not fit for purpose or not as described, we'll arrange a repair, replacement or refund in line with the Act. No restocking fee applies, and we'll cover reasonable return freight.

  • Damaged in transit: please contact us within 48 hours of delivery with photos of the item and its packaging, so we can lodge a claim with the courier.
  • Faults that appear later: contact us as soon as you notice the problem. We may ask for photos or for the item to be assessed by the manufacturer or a qualified electrician.

Change of Mind

We don't accept returns for change of mind. Please check sizes, finishes and specifications before ordering. Our team is always happy to help you choose.

Cancellations

If you cancel an order after it has been placed, a cancellation fee of 25% of the order value applies to cover payment processing, ordering and freight costs. Special order or indent items can't be cancelled once ordered from our supplier.

Pre-Orders

Some products are available on pre-order with a 50% deposit at checkout. The remaining balance is charged to your original payment method once your item has arrived and been inspected, before it's dispatched.

  • If you cancel a pre-order, the 25% cancellation fee is deducted from your deposit and the rest is refunded.
  • If we can't fulfil a pre-order, for example because the supplier discontinues the item, we'll refund your deposit in full.

How to Start a Return

Please contact us before sending anything back, with your order number, the reason for the return and any photos. We'll confirm the next steps and where to send the item. Returns sent without contacting us first may not be accepted.

Refunds

Once we've received and inspected your return, we'll let you know the outcome. Approved refunds are made to your original payment method.

Questions?

Phone: (03) 548 4945
Email: info@storeycollection.co.nz