Refund policy

Returns & Refund Policy

Each taonga that passes through Nuku Gallery carries with it a story of artistry, connection, and the living essence of Māori design. We take great care in presenting each piece to ensure it reaches you safely and beautifully. Should your order not meet expectations, we honour that experience with a respectful and transparent returns process.

Change of Mind
We understand that choosing taonga is a personal and meaningful decision. If you change your mind, you are welcome to return your piece within 10 days of receiving your order for a store credit.
Please ensure the taonga is returned in its original condition and packaging.
Shipping and handling charges are non-refundable.

Faulty or Damaged Items
If your order arrives damaged or faulty, please contact us within 10 days of receiving it. Once reviewed and approved, we will offer a refund or store credit - whichever you prefer.
To begin this process, kindly email us with your order number, a brief description, and clear photographs of the issue.

Exclusions
For reasons of hygiene and care, we are unable to accept returns or exchanges on earrings, unless the item is found to be faulty.
We encourage thoughtful consideration when purchasing these items.

Returning Your Item
Please return your taonga securely packaged, including your receipt or order confirmation, to:

Nuku Gallery
PO Box 75
Ngongotahā
Rotorua 3041
New Zealand

For peace of mind, we recommend using an insured and trackable courier service. Nuku Gallery cannot be held responsible for items lost or damaged in transit.

International Orders
We welcome returns from our international customers. Please note:
•    Any customs or import fees incurred when returning goods to New Zealand are the responsibility of the sender.
•    For items valued over NZD $1,000, New Zealand Customs applies an Import Entry Fee (currently NZD $53.44), which will be deducted from your refund or store credit.
•    Refunds or credits will be processed once the taonga has been received and inspected.
•    Refunds can only be made to the original method of payment.

Unclaimed or Refused Deliveries
Orders refused at delivery or unclaimed at customs will be returned to us at the customer’s expense.
In these instances, any refund will have the return shipping, customs charges, and a $50 administration fee deducted.
Partial refunds are processed only after the taonga has safely returned to us in its original condition.

Processing Time
Once your return has been received, please allow five working days for inspection and processing.
Refunds and store credits will be confirmed via email and issued in New Zealand dollars.