Refund policy

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@lagoon.nz.

I am committed to ensuring your satisfaction with my prints and artworks. Each item is individually checked for quality reassurance. In accordance with the New Zealand Consumer Guarantees Act, I offer a straightforward return policy to make your shopping experience as pleasant as possible.

Returns:

  1. Eligibility for Returns:

    • You have 14 days from the date of receipt to return your item(s) for a full refund or exchange.
    • To be eligible for a return, your item(s) must be unused, in the same condition that you received them, and in the original packaging.
    • Usually, when you buy a product or service, the sale is final unless the item breaches a guarantee under the Consumer Guarantees Act. The retailer doesn't have to give you a refund or exchange if:
      • You change your mind.
      • Your circumstances change.
      • You find cheaper products elsewhere.
    • Under the New Zealand Consumer Guarantees Act (CGA), you can return a product for a full refund if the product fails to meet any of the guarantees set out by the Act. These guarantees ensure that the products are of acceptable quality, fit for purpose, match their descriptions, and have clear title.

  2. Non-Returnable Items:

    • Certain items are exempt from being returned. These include:
      • Custom-made or personalized products
      • Gift cards
      • Items purchased on sale / with a discount

  3. Return Process:

    • To initiate a return, please email hello@lagoon.nz with your order number and reason for return.
    • Once your return is approved, you will receive instructions on how to send your item(s) back to me.
    • Please ensure that the item(s) are securely packaged to prevent damage during transit.

  4. Return Shipping:

    • You will be responsible for paying for your own shipping costs for returning your item(s). Shipping costs will be refundable if the product has been confirmed as eligible for a return / refund. 
    • If you are shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Refunds:

  1. Processing Refunds:

    • Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
    • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days.

  2. Late or Missing Refunds:

    • If you haven’t received a refund yet, first check your bank account again.
    • Then contact your credit card company; it may take some time before your refund is officially posted.
    • If you’ve done all of this and you still have not received your refund, please contact us at hello@lagoon.nz

Exchanges:

  1. Damaged or Defective Items:
    • We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@lagoon.nz and proof of the damage or defect.

  2. Exchange Process:
    • Once your exchange request is approved, we will provide instructions on how to return the damaged or defective item and receive a replacement.

Consumer Guarantees Act:

  • Under the New Zealand Consumer Guarantees Act, you are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.
  • You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality.
  • The Act states that usually when you buy a product or service, the sale is final unless the item breaches a guarantee under the Consumer Guarantees Act. The retailer doesn't have to give you a refund or exchange if you change your mind or your circumstances change. 
  • The Act specifies that products must be of acceptable quality, fit for purpose, and match their description. If a product has a minor fault, the retailer can choose to repair the item, replace it, or refund your money.