Refund policy

RETURNS & REFUNDS AT EMBER

Every EMBER gift is made to be kept. We want you, and the person you're gifting, to be genuinely happy with what arrives. If something isn't right, please get in touch at hello@embergifts.co.nz within 7 days of receiving your order and we'll work through it with you personally.

Forever Prints — personalised, made to order

Every Forever Print (Night Sky, Moon Phase, Tide Chart) is generated from the exact date, time and location you provide and is printed to order. Because each print is unique to your moment, Forever Prints cannot be returned or refunded for change of mind, incorrect details entered at checkout, or because the recipient would have preferred a different design. Please take care entering your date, time and location — we use what you give us, and you can preview the design before paying.

We will reprint or refund a Forever Print at no cost to you if:

• The print arrives damaged in transit — please photograph the packaging and the print and email us within 7 days of delivery.

• We've made a production error — the print does not match the data you submitted (wrong date, wrong location, wrong wording).

• The print has a manufacturing defect — visible ink streaks, scratches on metal or acrylic, frame damage out of the box.

Objects That Remain — pounamu, bone & paua

Pieces from Objects That Remain (pendants, drops, holding stones) can be returned within 14 days of delivery if they are unworn, undamaged, and in the original packaging with the story card included. The cost of return shipping is the customer's. Once we receive the piece and confirm its condition, we'll refund the product price (less original shipping) to your original payment method within 5 business days.

For hygiene reasons, earrings cannot be returned once worn.

Because pounamu, bone and paua are natural materials, small variations in colour, pattern and grain are part of every piece and are not considered defects.

Damaged or lost in transit

If your order arrives damaged, please email hello@embergifts.co.nz with your order number and photographs of the damaged item and packaging within 7 days of delivery. We'll arrange a replacement or refund without delay.

If your order hasn't arrived, start with the tracking link in your dispatch email. If tracking doesn't help, or your order is significantly overdue, email us with your order number and we'll investigate with the courier on your behalf. Please contact us within 14 days of dispatch for any delivery enquiry.

Incorrect address provided at checkout

We use the delivery address you provide at checkout exactly as written. If a gift is sent to an incorrect address and is lost or discarded, EMBER is not obliged to replace it — but we will always do what we can to help recover it. Where re-delivery is possible, additional shipping charges apply.

How to start a return or refund

Email hello@embergifts.co.nz with your order number and a short description of the issue (including photographs where relevant). We'll reply within one business day and tell you what to do next. No automated forms — you'll hear from a real person.

Your statutory rights

None of the above limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Where a product is faulty, not as described, or unfit for its intended purpose, you are entitled to a remedy under that legislation regardless of the timeframes above.