Refund Policy

Change of mind (physical products)

You can return a standard stock item within 14 days of receiving it for a refund or replacement, provided it is unused and in its original packaging. You cover the return postage. Because our parts are made to order, items printed to your exact specifications are exempt from this change-of-mind right (as permitted under the Consumer Guarantees Act).

Faulty or not as described

If a product is faulty, arrived damaged, or is not what you ordered, contact us and we will repair, replace, or refund it (your choice of remedy under the Act), and we cover the return postage. Reach out within a reasonable time of receiving it — generally within a few months — and tell us the order number.

Digital files

Digital downloads that are faulty — for example the files will not download or won't open as described — are replaced or refunded. Under New Zealand law you don't have a change-of-mind right for digital downloads once they have been sent, but we will always fix genuine faults.

How to request a return or refund

• Email orders@treehaven.nz with your order number.
• Tell us what went wrong and whether you'd like a repair, replacement, or refund.
• For physical returns we will give you the return address and instructions.

How refunds are issued

Approved refunds are made to the original payment method within 5–10 business days of approval. Card payments are refunded back through Stripe and may take a few more days to appear on your statement depending on your bank.