Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Refund Policy: Please choose carefully as we do not have to provide a full refund if you have changed your mind about a particular purchase. If the goods are faulty (excluding products described as sub-standard or flawed) or differ from the description provided for the product we will meet our obligations under the Consumer Guarantees Act to provide a remedy.

Return Procedure: To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Customers must arrange the return courier. Please arrange for a tracked service as we cannot take responsibility for lost packages. Until the item is received by one of our staff, it is the customer's responsibility.

Customers are required to cover the freight cost to return the package to us, unless the item is faulty.

Please contact us prior to returning your purchase to clarify and confirm the item is eligible for return.

Although we endeavour to photograph each fabric to depict the colour and texture correctly, we cannot guarantee this due to variations in individual screen calibrations.

Exclusions from returns or refunds: 

• Cut fabric cannot be returned.
• All custom made items and pre-orders cannot be returned. 
• Sale items are not eligible for return. Please choose carefully.
• End of line items are not eligible for return. Please choose carefully.

Pre-orders: On receipt of the order for pre-ordered items, customers will be advised on expected shipping timeframes and costs. Although we do our best to accurately quote on costs and timeframes, these are subject to change unexpectedly and are out of our control. Our team will advise if we are experiencing shipping delays. Once a pre-order is placed it cannot be cancelled.

Custom Made Orders: On receipt of your order for custom made items including curtains, cushions, furniture and squabs. Customers will be advised on expected time frames however, these are subject to change unexpectedly due to manufacturing demands and seasonal workloads.

Once an order for a custom made item is placed, it cannot be cancelled.

To start a return, you can contact us at leanne@lovrich.co.nz. Please note that returns will need to be couriered or brought to the following address:  1 Melrose Street, Newmarket, Auckland, New Zealand

Items sent back to us without first requesting a return will not be accepted. 
You can always contact us for any return question at leanne@lovrich.co.nz.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at leanne@lovrich.co.nz.