Refund policy

2. Refund & Returns Policy

Paste this into Shopify under Settings > Policies > Refund policy:

At Muddle, we take immense pride in the craftsmanship, safety, and durability of our wooden creations. We want you to adore your pieces as much as we loved making them.

Personalised & Custom Items

Because custom-engraved items (such as name puzzles, door plaques, and bespoke keepsakes) are permanently crafted to your exact specifications, we cannot accept returns or offer refunds for change of mind or customer spelling errors.

  • Double-Check Spelling: Please review all names, dates, and text entries carefully before completing checkout.

  • Order Modifications: If you notice an error in your submitted details, contact us within 2 hours of ordering. Once an item has entered our cutting and engraving queue, alterations cannot be guaranteed.

Non-Personalised Items (Change of Mind)

For standard, non-custom products (e.g., playdough tools, standard active play gear, unpersonalised decor):

  • You may request a return within 14 days of receiving your delivery.

  • Items must be unused, unplayed with, and in their original packaging and condition.

  • Return courier costs are the responsibility of the customer.

  • Once inspected at our workshop, a store credit or refund will be processed (excluding original shipping charges).

Faulty Goods & The Consumer Guarantees Act (CGA)

Nothing in this policy limits your statutory rights under New Zealand Consumer Law, including the Consumer Guarantees Act 1993.

If an item arrives with a manufacturing defect, major structural fault, or if the engraving details differ from what was confirmed on your invoice:

  1. Contact us at info@muddle.co.nz with your order number with photos and details of the fault.

  2. If the issue is determined to be a workshop error or structural fault, we will either repair the item, remake and dispatch a replacement at our cost, or issue a full refund.

Natural Timber Variations

Wood is an organic, natural material. Variations in grain pattern, subtle tone differences, and minor knot formations are natural characteristics of real timber—not defects. These natural traits ensure every single handcrafted Muddle piece is completely unique.