Refund policy
Overview
We want you to be completely satisfied with your order. This policy outlines when refunds are available and how to request them.
Before Production
If you cancel before production has started, we may offer a full or partial refund depending on costs incurred (e.g. design work, mockups). A 25% non-refundable deposit is required to begin work.
After Production Has Started
Once production has commenced, orders cannot be cancelled or refunded for change of mind. Exceptions are made for defective or incorrect products.
Defective or Incorrect Products
If you receive products that are defective, damaged, or do not match the approved specification, contact us within 7 days of receipt. We will arrange a replacement or refund. You may be asked to provide photos or return samples.
Design Errors
If the issue is due to artwork or a design specification you approved, we are not obligated to refund.
How to Request a Refund
- Email hello@littlegems.kiwi with your order number and reason.
- We will respond within 2 business days.
- Approved refunds are processed within 5 business days.
Exclusions
Custom and personalised products are non-refundable unless defective or incorrectly produced.
Contact: hello@littlegems.kiwi