Refund policy

Returns and Refunds Policy

Effective date: 28 September 2026 — Last updated 1 September 2026

1. Overview

We want you and your children to love your Wild and Wonder Products. This Policy explains your options if you change your mind about a purchase, and your rights if a Product is faulty, damaged, or not as described. This Policy applies to purchases made through our Website by customers in New Zealand, and forms part of our Terms of Service.

2. Your Rights Under the Consumer Guarantees Act 1993

Nothing in this Policy limits or excludes your rights under the Consumer Guarantees Act 1993 (CGA). If a Product you purchase for personal or household use is faulty, unsafe, not fit for its intended purpose, or does not match its description, you are entitled to a remedy under the CGA. Depending on the nature and severity of the fault, this may include a repair, replacement, or refund, at your choice for a failure of a substantial character, or at our choice for a minor failure that can be remedied. These rights exist in addition to, and are not limited by, any change-of-mind return option described in Clause 3.

If your Product develops a fault, arrives damaged, or is not as described, please contact us at hello@wildandwonder.co.nz with your order number, a description of the issue, and photographs where relevant, and we will assess your claim and arrange a remedy promptly. In most cases, where a genuine CGA claim is confirmed, we will cover the cost of returning the item to us.

3. Change of Mind Returns

If you simply change your mind about a Product, we accept returns within 30 days of the delivery date, provided that:

· The item is unused, unassembled (for furniture), and in its original condition;

All original packaging, parts, accessories, magnets, and instructions are included and undamaged;
You have proof of purchase (order confirmation or receipt); and
The item is not listed as non-returnable under Clause 7 below.

For change-of-mind returns, you are responsible for the cost of returning the item to us, unless we advise otherwise. We recommend using a tracked shipping method, as we cannot be responsible for items lost in transit back to us. Once we receive and inspect the returned item, we will process your refund to your original payment method within [5–10] business days, less the original outbound shipping cost (if any).

4. How to Request a Return

Please contact us at hello@wildandwonder.co.nz before sending anything back, so we can confirm whether your item is eligible for return and provide you with a return authorisation and instructions. Returns sent without prior contact may experience delays in processing.

5. Packing and Returning Magnetic Products Safely

SAFETY NOTE. Before returning any magnetic toy, check that all magnetic pieces are present, undamaged, and securely enclosed within their housing. Do not return a Product with a cracked, broken, or opened piece that exposes a loose magnet — instead, contact us first at hello@wildandwonder.co.nz so we can advise you, as loose magnets are a serious choking and ingestion hazard. Pack items securely, using the original packaging where possible, to prevent damage or loss of small parts in transit, and keep any returned items away from children while awaiting collection.

6. Faulty, Damaged, or Incorrect Items

If you receive a Product that is faulty, damaged in transit, missing parts, or different from what you ordered, please contact us within 7 days of delivery at hello@wildandwonder.co.nz with your order number and photographs of the issue. Depending on the situation, we will offer a replacement, repair, missing-part replacement, or refund in accordance with the CGA, and we will cover the cost of return shipping for confirmed faults, damage, or errors on our part.

7. Non-Returnable Items

For hygiene, safety, and practical reasons, the following items cannot be returned for a change of mind (this does not affect your rights under the CGA if such an item is faulty):

Gift cards and vouchers;
Items marked as "Final Sale" or "Clearance" on the Website at the time of purchase;
Products that have been assembled, used, or show signs of wear;
Custom or made-to-order furniture, except where faulty; and
Any Product returned with missing, damaged, or exposed magnetic components, for safety reasons — please contact us instead as described in Clause 5.

8. Furniture Returns

Because furniture items are large, change-of-mind returns must be requested unassembled and in original packaging. Depending on the item, we may arrange a courier pickup (a collection fee may apply) rather than asking you to ship the item yourself. A restocking fee may apply to change-of-mind furniture/toy returns, reflecting our reasonable estimate of the actual freight and repackaging costs we incur (typically around 15%); this will always be confirmed with you before your return is processed. This fee does not apply to faulty, damaged, or incorrectly supplied furniture.

9. Refunds

Approved refunds are issued to your original payment method. Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider. We do not offer cash refunds for online orders. Where we agree to a store credit instead of a refund, this will only be with your consent.

10. Exchanges

If you would like a different size, colour, or Product, the fastest option is usually to return your original item under Clause 3 or 6 (as applicable) and place a new order. If you would prefer a direct exchange, contact us at hello@wildandwonder.co.nz and we will do our best to accommodate this, subject to stock availability.