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Refund and Returns Policy
Effective Date: June 1, 2026
1. Introduction
Thank you for shopping at www.kohumarutaonga.com. We take pride in crafting premium handcrafted home fragrances and are committed to your satisfaction. This Refund and Returns Policy (“Policy”) outlines the terms and conditions governing returns, exchanges, and refunds for products purchased through our website. By making a purchase, you agree to this Policy.
Our company details are as follows:
- Company Name: KOHUMARU TAONGA LIMITED
- Website: www.kohumarutaonga.com
- Contact Email: vossin@kohumarutaonga.com
- Address: 233 Tipatipa Road, Kaeo, Northland 0479, New Zealand
- Phone: +64 9 4050397
2. General Return Conditions
We accept returns of eligible items within 30 days of the original purchase date. To be eligible for a return, the item must be:
- Unused and in its original condition.
- In the original, undamaged packaging with all tags, labels, and accessories included.
- Accompanied by a valid proof of purchase (order number or receipt).
We do NOT accept returns for:
- Items that have been used, opened, or show signs of wear.
- Personalized or custom-made products.
- Items damaged due to customer misuse or accident.
- Digital downloads or downloadable software products.
- Products purchased through third-party retailers.
3. Important: No “Refund Only” Policy
We emphasize that we do not offer “refund only” options for non-defective products.
If you are unsatisfied with a non-defective product, our resolution is strictly an exchange for store credit or a replacement with a different item of equal or lesser value. A monetary refund to your original payment method is not available unless the product is confirmed to be defective, damaged upon arrival, or the wrong item was shipped (see Section 4).
4. Exceptions for Refunds
Refunds to the original payment method are only issued in the following specific scenarios:
- Defective/Damaged Items: The product is faulty, damaged upon arrival, or does not function as described.
- Incorrect Shipment: You received an item different from what you ordered.
- Legal Right of Withdrawal: As required by applicable consumer laws in your region, which may supersede parts of this policy.
To qualify for a refund under these exceptions, you must notify us within 7 days of receiving the order and provide photographic/video evidence of the issue.
5. Return Process
To initiate a return or exchange, please follow these steps:
- Contact Us: Email our customer service team at vossin@kohumarutaonga.com within the 30-day return window. Include your order number, the product name, and the reason for the return.
- Receive Instructions: We will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and the return shipping address.
- Ship the Item: Securely package the item(s) in their original packaging. You are responsible for the cost of return shipping unless the return is due to our error (defective/wrong item). We recommend using a trackable shipping service, as we are not liable for lost return packages. Include the RMA number inside the package.
- Inspection & Resolution: Once we receive and inspect the returned item, we will notify you via email.
- For an exchange/store credit: We will process the exchange or issue a store credit voucher to your account within 10 business days.
- For an approved refund (under Section 4): We will initiate a refund to your original payment method within 10 business days. Please allow 5-10 additional business days for the refund to appear in your account.
6. Exchanges
Exchanges are subject to product availability. If your desired exchange item is out of stock, we will issue store credit for the value of the returned item. Shipping costs for the new item may apply.
7. Store Credit
Store credit will be issued as a unique digital voucher code, valid for 12 months from the date of issue. It can be applied to future purchases on our website.
8. Non-Returnable Items & Final Sale
The following categories are considered FINAL SALE and cannot be returned or exchanged:
- Opened or used diffuser bottles, oils, wax melts, or room sprays due to hygiene reasons.
- Items sold during clearance or final sale promotions (these will be clearly marked).
9. Shipping Costs
- Return Shipping: The customer is responsible for the cost of return shipping unless the return is due to our error (e.g., defective or incorrect item).
- Refund/Exchange Shipping: For approved refunds or exchanges due to our error, we will cover the cost of shipping the replacement or original item(s). For standard exchanges, the customer pays for shipping of the new item.
10. Damaged or Incorrect Items
If your order arrives damaged or you receive the wrong item, please contact us at vossin@kohumarutaonga.com within 7 days of delivery. Provide your order number and clear photos/video of the product and its packaging. We will arrange a prepaid return label and send a replacement or process a full refund at our discretion.
11. Contact Us
For any questions regarding this Returns & Refunds Policy, please contact us:
- Email: vossin@kohumarutaonga.com
- Address: KOHUMARU TAONGA LIMITED, 233 Tipatipa Road, Kaeo, Northland 0479, New Zealand
- Phone: +64 9 4050397
- Website: www.kohumarutaonga.com
We aim to respond to all inquiries within 2 business days.
12. Policy Updates
We reserve the right to modify this Refund and Returns Policy at any time. Changes will be effective immediately upon posting the updated policy on our website with a new effective date. Continued use of our Site after such changes constitutes your acceptance of the new policy.