Returns Policy
Returns, Refunds & Exchanges
Thank you for shopping with The Ribbon Rose!
We're a family-owned and operated business, passionate about helping our customers find everything they need for their creative projects.
We want you to be completely happy with your purchase. If something isn't quite right, our friendly team is here to help.
Change of Mind Returns & Exchanges
Changed your mind or ordered something that isn't quite right?
We're happy to consider exchanges on items purchased within 14 days of delivery, provided the items are:
- Unused and in their original condition
- In their original packaging, including all accessories and labels
- Accompanied by proof of purchase
Before returning anything, please contact our customer service team at info@ribbonrose.co.nz. We'll be happy to discuss your options and find the best solution where possible.
Please note: Change-of-mind returns must be sent to our Auckland, New Zealand fulfilment centre, with return shipping costs covered by the customer. As international return postage can be expensive, we encourage you to contact us before arranging a return.
Change-of-mind exchanges are subject to approval and product availability.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, don't worry! We're here to help make things right.
Please contact our team with your order details and, where possible, photos of the issue so we can get things sorted as quickly as possible.
Depending on the circumstances, we'll arrange a suitable solution, which may include a replacement, repair or refund in accordance with Australian Consumer Law.
If your parcel is lost or damaged in transit, we'll also work with our delivery partners to resolve the issue as quickly as possible.
Refunds & Replacements
We aim to make the refund and replacement process as straightforward as possible.
For change-of-mind returns that we've agreed to accept, any applicable refund will be processed once the returned item has been received and inspected. Original shipping charges are generally non-refundable for change-of-mind returns.
For faulty products or other issues covered by Australian Consumer Law, your rights to a refund, repair or replacement will be honoured in accordance with the law.
We recommend contacting us as soon as possible if you experience any issues with your order, ideally within 30 days, so we can assist promptly. This timeframe does not limit your rights under Australian Consumer Law.
Return Shipping Costs
Change of Mind: Customers are responsible for return shipping costs, including international postage to our Auckland fulfilment centre.
Faulty, Damaged or Incorrect Items: Where a product is faulty, damaged or incorrectly supplied, we'll cover reasonable return shipping costs where required under Australian Consumer Law.
Please contact us before returning any items so we can provide the appropriate instructions and avoid unnecessary shipping costs.
Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under Australian Consumer Law.
You're entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes your rights under Australian Consumer Law.
Contact Us
Have a question about your order, a return or a product? We'd love to hear from you!
Our friendly team is always happy to help and will do our best to find a solution that works for you.
Email: info@ribbonrose.co.nz
Phone: +64 9 574 5381
At The Ribbon Rose, our goal is simple: to get you the right products, in great condition, every time.
Happy crafting!
The Ribbon Rose Team