Refund policy
RETURNS & REFUNDS POLICY
Last updated: 1 August 2026
We want customers to receive the correct products in good condition. This policy explains how BLUE &WHITE HOMEFASHION handles returns, damaged or incorrect orders, faulty products and refunds.
NEW ZEALAND CONSUMER RIGHTS
Our products come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993 where that Act applies.
If a product does not meet an applicable consumer guarantee—for example, because it is faulty, unsafe, not of acceptable quality, does not match its description or arrives damaged—the customer may be entitled to a remedy such as repair, replacement or refund, depending on the circumstances and applicable law.
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded.
DAMAGED, FAULTY OR INCORRECT PRODUCTS
Please contact us as soon as possible after discovering a problem. Email frankliaonz@gmail.com and provide:
• Your order number
• A clear description of the problem
• Clear photographs of the product
• For delivery damage, photographs of the outer carton and internal packaging
• Any other information reasonably required to assess the issue
Please keep the product and packaging until we advise the next step. We are entitled to reasonably assess a reported issue before deciding the appropriate remedy.
Where a product does not comply with applicable consumer guarantees, we will provide the remedy required by law. Depending on the nature and seriousness of the issue, this may be a repair, replacement, refund or another appropriate solution.
CHANGE-OF-MIND PURCHASES
A customer is not automatically entitled to a refund or exchange simply because they changed their mind, chose the wrong item, no longer need the item or found it elsewhere at a lower price.
We may consider a change-of-mind request at our discretion. Please contact us before returning anything.
Any discretionary return must be expressly approved by us and may require the product to be unused, complete, undamaged and in its original saleable packaging. The customer may be responsible for return delivery costs and any original shipping charge, except where applicable law requires otherwise.
ITEMS THAT CANNOT BE ACCEPTED AS DISCRETIONARY RETURNS
Unless required by law, we may decline a discretionary return where a product has been used, washed, damaged, altered, incompletely returned, removed from sealed or protective packaging where hygiene is relevant, or cannot reasonably be resold as new.
This section does not limit rights relating to faulty products or any other rights under applicable consumer law.
RETURN AUTHORISATION
Do not send a product back before contacting us. We will provide return instructions and the appropriate return location after reviewing the request.
Unauthorised returns may be delayed or returned to the sender. Our shop address should not be treated as the return address unless we confirm this in writing for the particular return.
RETURN DELIVERY COSTS
Responsibility for return delivery costs depends on the reason for the return and applicable law.
For an approved discretionary change-of-mind return, the customer is generally responsible for secure return delivery.
For a product that fails to meet an applicable consumer guarantee, we will meet our obligations regarding reasonable return costs as required by law.
We recommend using protective packaging and a tracked delivery service. Fragile porcelain must be packed securely to prevent additional damage in transit.
REFUNDS
When a refund is approved, it will normally be issued to the original payment method. We will process the refund within a reasonable time after approval.
Banks, card providers and payment services may require additional time before the funds appear in the customer’s account.
The amount refunded will depend on the reason for the return, the condition of the product and applicable legal requirements. Any non-refundable costs will be identified where permitted by law.
ORDER CHANGES AND CANCELLATIONS
Please contact us promptly if an order needs to be changed or cancelled. We will try to assist, but we cannot guarantee a change or cancellation after the order has entered processing, been packed or been handed to a delivery provider.
This does not limit any cancellation or remedy rights available under applicable law.
CONTACT US
Franklin Produce Limited trading as BLUE &WHITE HOMEFASHION
350 Great South Road
Otahuhu, Auckland 1062
New Zealand
Email: frankliaonz@gmail.com
When contacting us, please include your order number and a clear description of your request.