Refund policy

Last updated: 12 October 2026

Most of our products are second-hand, vintage, donated or surplus, which means they sometimes come with a little history (and the occasional imperfection).

We do our best to describe and photograph everything accurately so you know exactly what you're getting.

If something isn't right with your order, we're happy to help.

Change-of-mind returns

As a small social enterprise business selling second-hand and one-of-a-kind items, we don't generally accept returns or offer refunds for change of mind, incorrect purchases or items you no longer need. Please check product descriptions, measurements and photographs carefully before purchasing. This doesn't affect your rights under New Zealand consumer law.

Second-hand and vintage items

Many of our products have been previously owned, used or stored. They may show signs of age, including minor marks, fading, wear or packaging damage. We make every effort to disclose significant imperfections in our product descriptions and photographs. Normal signs of wear that have been accurately described, or that are reasonable given the item's age, price and condition, are not generally grounds for a refund. All products remain subject to applicable consumer guarantees under New Zealand law.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged, incomplete, incorrectly described or contains the wrong item, please contact us at hi@scrappy.nz. Include your order number, a description of the issue and photographs where possible. We'll assess the problem and arrange an appropriate solution in accordance with the Consumer Guarantees Act 1993. Depending on the circumstances, this may include a repair, replacement or refund. Because many Scrappy products are one-of-a-kind, an identical replacement may not always be available.

Returns

Please contact us before returning an item so we can provide instructions. If a return is required because an item doesn't meet applicable consumer guarantees, we'll cover reasonable return shipping costs where required by law. For any change-of-mind return we agree to accept as an exception, return postage will generally be at the customer's expense.

Refunds

Once your refund has been approved, we'll process it to your original payment method. Refunds generally appear within 10 business days, depending on your bank or payment provider. Where required by New Zealand consumer law, refunds will include applicable original delivery costs.

Digital products

Digital downloads, including patterns and printable resources, are generally non-refundable for change of mind once delivered or accessed. If a digital product is faulty, inaccessible or significantly different from its description, please contact us so we can resolve the issue and provide any remedy required by law.

Shipping issues

We carefully pack every order to help your Scrappy finds arrive safely. If your parcel arrives damaged, contains missing items or doesn't arrive within the expected timeframe, please contact us. We'll investigate the issue and arrange an appropriate solution in accordance with our obligations under New Zealand consumer law. Some smaller orders may be sent using untracked postage. This doesn't affect your rights if an order is lost or damaged during delivery.

Your consumer rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986. These laws provide protections for consumers purchasing goods in New Zealand, including second-hand products.

Contact us

If you have a question or an issue with your order, please get in touch (hi@scrappy.nz) and we'll do our best to sort it out.