Refunds and returns

Last updated: 7 September 2026

Cancelling before dispatch

An order can be cancelled at any time before it ships. Most orders are dispatched within 24 hours of payment clearing, so contact theteam@concretemould.co.nz with the order number as soon as you can. Once picking and packing have started, the order is handled under the return terms below instead.

Changing your mind

New Zealand law gives no automatic cooling-off period for an ordinary online purchase, so a change-of-mind return is something this store offers voluntarily rather than something the law requires. We give you 15 days from purchase to start one.

Because it is a voluntary policy, a change-of-mind return carries the charges this store has always published: a 12.5% service and processing fee on a cancellation made after payment, and a non-refundable $29 per order covering the original packing and handling. You also pay the cost of sending the goods back to the warehouse the parcel came from. None of these apply to a faulty, damaged, incomplete or wrongly sent item, which is covered below at our cost.

To be accepted, a change-of-mind return needs the product in its original packaging, complete, handled only as much as was reasonably necessary to inspect it, and the order confirmation or other proof of purchase from this website. We cannot accept returns of items bought from a third-party retailer.

You pay the direct cost of returning the goods to the warehouse the parcel was sent from. We do not charge a cancellation, restocking, service, packing or handling fee for exercising this right.

Faulty, damaged, incomplete or wrong items

Tell us straight away, and in any case within 30 days of receiving the order, if a parcel arrives damaged, an item is missing parts, the wrong product was sent, or the order never arrives. Send the order number and photographs of the item and the packaging. In these cases we arrange the return at our cost and put it right.

The Consumer Guarantees Act 1993 applies to everything we sell to a consumer in New Zealand. Goods must be of acceptable quality, fit for the purpose they are sold for, and match their description. If a product fails one of those guarantees you are entitled to a remedy: a repair or a replacement for a fault that can be put right, and a refund or a replacement where the failure is substantial. Those guarantees cannot be contracted out of in a consumer sale, and nothing on this page or anywhere else on this site reduces them. The voluntary change-of-mind terms above are separate and do not affect them.

Refunds

An approved refund is processed within 24 to 48 hours of the returned item reaching us, back through the original payment method. How quickly it then appears depends on your card issuer or PayPal. If you would rather hold the value as credit against a future order, tell us when you start the return.

Dispute resolution

If a complaint is not resolved with us directly, free guidance on your rights is available from Consumer Protection, part of the Ministry of Business, Innovation and Employment, at consumerprotection.govt.nz, and from your local Citizens Advice Bureau on 0800 367 222. A consumer claim of up to $30,000 can be taken to the Disputes Tribunal. We are not signed up to a private dispute resolution scheme.

Starting a return

Email theteam@concretemould.co.nz with the order number, the product and the reason. Do not send card details or payment credentials by email.