Refund policy

Aho Collective – Refund & Returns Policy

At Aho Collective, every piece we create carries a thread of home. We want you to feel supported, appreciated, and cared for—just like whānau. If something isn’t quite right with your order, we’re here to help and will always do our best to make things right.

Returns & Exchanges

We understand that sometimes things don’t work out, and that’s okay.
If you change your mind, we accept returns within 14 days of your order arriving.

To be eligible:

  • Your jewellery must be unused, unworn, and in its original condition

  • Packaging needs to be returned with the item

Please note:

For hygiene reasons, we cannot accept returns or exchanges on earrings, unless there is a fault.
Custom or personalised pieces (including engraved or made-to-order designs) are also non-refundable unless they arrive damaged or faulty.

Return shipping costs are the responsibility of the customer.

Faulty or Damaged Items

If your taonga arrives damaged or develops a fault, please reach out to us within 7 days of receiving it.
We may ask for photos so we can quickly understand what’s happened.

We’ll work with you to offer:

  • a repair (where possible)

  • a replacement

  • or a full refund

Your experience matters to us, and we will always treat these situations with care and fairness.

Refunds

Once your returned item arrives and our team has checked it over, we will be in touch to confirm the outcome.

If approved, your refund will be processed to your original payment method within 3–7 business days (processing times may vary depending on your bank or payment provider).

Sale Items

Sale items or items purchased during special promotions can only be returned if they are faulty.
Change-of-mind refunds do not apply to sale purchases.

Shipping Costs

  • Original shipping fees are non-refundable

  • Customers are responsible for return shipping unless the item is faulty

  • We recommend tracked shipping to ensure your item gets back to us safely

How to Start a Return

Please email us at ahocollectivenz@gmail.com with:

  • Your name

  • Order number

  • A brief explanation of the issue

  • Photos (if faulty)

We’ll reply with clear steps on what to do next.

Nāku iti noa,

Nā Viv