Refund policy
Last updated: February 21, 2026
To start a return or refund, please contact us at info@turtlecreations.co.nz.
Quality Matters
We care about the quality of our products and the happiness of our customers. If you have any concerns about your product, please contact us through any means that you prefer, and we will be happy to discuss your situation.
Damages and Issues
Please inspect your order upon receipt and contact us if the item is defective, damaged in transit, or if you received the wrong item. A photo or short video showing the issue helps us resolve things quickly.
Our products are 3D-printed articulated figures with many moving joints. Manufacturing defects and shipping damage are covered by this policy. Damage from dropping, rough handling, or normal wear is not, but please reach out anyway as we are always happy to help.
Returns
If you are unhappy with your purchase for any reason, you can return it within 60 days of delivery.
- Defective, damaged, or wrong item: We will refund the product price and your original shipping cost in full. We will also cover your return shipping. Ship it back using a tracked service, and we will reimburse you.
- Change-of-mind return: We will refund the product price. Items must be returned unused. Return shipping is at your expense. If your original order shipped free, the actual outbound shipping cost we incurred will be deducted from your refund.
International Customers
If you are outside New Zealand, the return shipping cost can be high. If you have a minor issue with your order, contact us before arranging a return. We may be able to offer a partial refund and let you keep or dispose of the item locally.
How to Return
To return an item, please ship it back to us at:
Turtle Creations Limited
Suite 13657, 17B Farnham Street
Parnell, Auckland 1052
New Zealand
Refund Processing
Once we receive your returned item, we will process your refund within 10 business days. You will be notified by email when your refund has been issued.
Statutory Rights
This refund policy is in addition to, and does not limit, your statutory rights under the New Zealand Consumer Guarantees Act 1993 and Australian Consumer Law. These laws may entitle you to a remedy (repair, replacement, or refund) regardless of the timeframes stated in this policy, particularly where a product has failed to meet a consumer guarantee.
European Union: 14-Day Cooling-Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification. To be eligible, the item must be returned in the same condition that you received it: unused and undamaged. You will also need your receipt or proof of purchase.