Refund policy

REFUND AND RETURNS POLICY

Last Updated: November 26, 2025

At BAFFLE DESIGN, we want you to be completely satisfied with your purchase. This policy outlines our returns and refund procedures.

1. RETURN ELIGIBILITY

You may return most items within 30 days of delivery for a refund or exchange, provided:

  • Items are unused and in their original condition
  • Items are in original packaging
  • You provide proof of purchase (order number or receipt)
  • Ceramic items (plates, mugs, etc.) are undamaged and securely packaged for return

Items that CANNOT be returned:

  • Custom or personalized products
  • Items marked as final sale
  • Products damaged due to misuse or normal wear
  • Items without original packaging or tags

2. DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged or defective item:

  • Contact us within 7 days of delivery
  • Provide photos of the damage
  • Include your order number
  • We will arrange a replacement or full refund, including return shipping costs

For fragile items like ceramics, please inspect your package upon delivery and report any damage immediately.

3. HOW TO INITIATE A RETURN

To start a return:

  1. Email us at brucehaliday@gmail.com with your order number
  2. Explain the reason for your return
  3. Wait for our return authorization and instructions
  4. Pack the item securely (especially ceramics and fragile items)
  5. Ship the item back to the address we provide

Important: Do not send items back without contacting us first. Unauthorized returns may not be accepted.

4. RETURN SHIPPING COSTS

  • Customer's responsibility: You pay return shipping costs for change of mind returns
  • Our responsibility: We cover return shipping for damaged, defective, or incorrect items
  • We recommend using tracked shipping for returns, as we cannot be responsible for items lost in transit

5. REFUND PROCESSING

Once we receive your returned item:

  • We will inspect it within 3-5 business days
  • If approved, your refund will be processed to your original payment method
  • Refunds typically appear within 5-10 business days, depending on your bank or payment provider
  • Original shipping costs are non-refundable (unless the return is due to our error)

6. EXCHANGES

We accept exchanges for:

  • Different sizes (if applicable)
  • Different colors or designs
  • Replacement of damaged items

To request an exchange, follow the same process as returns. Exchanges are subject to product availability.

7. INTERNATIONAL RETURNS

For international orders:

  • Return shipping costs are the customer's responsibility
  • Customers are responsible for any customs fees or duties on returns
  • Refunds will be issued in the original currency (NZD)

8. PRINT-ON-DEMAND PRODUCTS

Some products are made-to-order through our print-on-demand partners (Printify). These items:

  • Cannot be returned unless defective or damaged
  • May have different return timelines
  • Will be clearly marked as made-to-order on the product page

9. CANCELLATIONS

You may cancel your order:

  • Before shipping: Full refund available - contact us immediately
  • After shipping: Standard return policy applies once you receive the item

10. CONTACT US

For any questions about returns or refunds, please contact us:

Email: brucehaliday@gmail.com
Phone: +64 21 022 33333
Address: BAFFLE DESIGN, 132 Takahe Road, Auckland, 0604, New Zealand

We aim to respond to all return requests within 24-48 hours.