Refund policy
We hope your Tiny Worlds bring plenty of joy, storytelling and imaginative play. If something isn’t quite right with your order, please get in touch - we’re here to help.
Change-of-mind purchases
We offer a 7-day return window from the date your order is delivered. To be eligible for a return:
- you must contact us within 7 days of delivery at hello@tinyworlds.nz
- the item must be unused and in original condition
- the item must be returned in its original packaging
- proof of purchase is required
- return postage costs are the responsibility of the customer
- we recommend using a tracked postal service, as we are not responsible for lost return parcels
- returns sent without prior approval will not be accepted.
Once your return has been received and inspected, refunds will be processed within 7 business days to your original payment method.
Faulty or damaged products
Every Tiny Worlds order is carefully checked before it begins its journey to you. If your product arrives damaged, faulty or unsafe, please contact us as soon as reasonably possible at hello@tinyworlds.nz
Please include:
- your name and order number
- a description of the issue
- clear photographs showing the product, fault and packaging.
Please keep the product and its packaging while we assess the issue. We may ask you to return the product, but please contact us before sending anything back so we can provide return instructions.
Once we have assessed the issue, we will provide the remedy required under the New Zealand Consumer Guarantees Act 1993. Depending on the circumstances, this may be a repair, replacement or refund.
Where a return is required because a product is faulty, damaged, unsafe or incorrectly supplied, Tiny Worlds will cover the reasonable cost of returning it.
Incorrect or missing products
If we have sent you the wrong product or something is missing from your order, please contact us at hello@tinyworlds.nz with your order number and a photograph of what you received. We’ll work quickly to put things right at no additional cost to you.
Damage caused after delivery
We cannot provide a remedy where a product has been:
- lost or damaged after delivery
- misused or used in a way that does not follow the product instructions
- chewed, cut, altered or deliberately pulled apart
- exposed to excessive moisture, heat or unsuitable cleaning products
- damaged through ordinary wear and tear
- continued to be used after damage became apparent.
Nothing in this section limits any rights you may have under the Consumer Guarantees Act 1993.
Order cancellations
Once an order has been placed, we begin preparing it for dispatch. Please contact us immediately if you need to request a cancellation. We cannot guarantee that an order can be changed or cancelled before dispatch. If your order has already been processed or dispatched, our change-of-mind policy will apply.
Refunds
If a refund is approved, it will be returned to the original payment method used for the purchase. Please allow 5-10 business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your bank or payment provider. Original delivery charges will only be refunded where required by New Zealand law.
Consumer rights
Our products come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993. Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under applicable New Zealand consumer law.
Contact us
If you have a question or need help with an order, please contact us at hello@tinyworlds.nz, including your order number. We aim to respond to all enquiries within 1–2 business days.