Refund policy

Return & Refund Policy

1. Our Commitment

At Dutix Ltd (t/a Dutix Kitchen & Home), we take pride in the quality and craftsmanship of our wooden creations. We want you to love your purchase. If something isn't right, we are here to help.

2. Change of Mind

Please choose carefully, as we do not generally offer refunds or exchanges if you simply change your mind, your circumstances change, or you find the product cheaper elsewhere.

  • Exceptions: At our discretion, we may offer a store credit or exchange for "change of mind" returns provided the item is returned within 14 days of purchase, is unused, in its original packaging, and in "as-new" condition.

  • Shipping Costs: Return shipping for change-of-mind exchanges is the responsibility of the customer.

3. Faulty or Damaged Items (Consumer Guarantees Act)

If a product you purchased from us has a fault or does not meet the guarantees under the New Zealand Consumer Guarantees Act, you are entitled to a remedy.

  • Minor Faults: If the fault is minor, we will choose to either repair the item, replace it with an identical product, or provide a full refund.

  • Major Faults: If the fault is "substantial" (e.g., the item is unsafe or significantly unfit for its purpose), you can choose between a full refund, a replacement, or keeping the item and receiving compensation for the drop in value.

  • Note on Natural Materials: Many of our products are made from natural wood or horn. Small variations in grain, color, or texture are unique characteristics of the material and are not considered faults.

4. How to Start a Return

If you believe your item is faulty or was damaged during transit:

  1. Contact Us: Email us at info@dutix.co.nz within 48 hours of receiving your order. Please include your order number and clear photos of the issue.

  2. Assessment: We will review your request promptly. Do not send items back before receiving confirmation from us.

  3. Return Shipping: If the item is confirmed to be faulty, we will cover the cost of the return shipping or provide a prepaid courier label.

5. Items Not Eligible for Return

  • Items damaged due to misuse, neglect, or failure to follow care instructions (e.g., wooden items placed in a dishwasher).

  • Products that were clearly marked as "Seconds" or "Faulty" at the time of purchase.

  • Gift cards.

6. Refund Processing

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed back to your original payment method within 3–5 business days.