Refund policy

Returns and Refunds

We want your Te Papatohu Maramataka to arrive in your whare with a warm welcome and become a taonga your whānau can live with for generations.

Because each Te Papatohu Maramataka is handcrafted in limited quantities, we do not accept returns or provide refunds for change of mind.

Please take care when selecting your size, finish, and quantity before placing your order. If you have any questions before purchasing, we warmly welcome you to contact us at ancestralnative@gmail.com.

Damaged, Faulty or Incorrect Orders

We take great care in preparing your taonga for its journey to you.

Please inspect your order when it arrives. If your Te Papatohu Maramataka arrives damaged, faulty, or you receive the wrong item, please email ancestralnative@gmail.com with “REFUND REQUEST” as the subject line and include your order number and photographs of the issue.

We will review your request and provide you with the return instructions and return address if the item needs to be sent back.

If a return is required, please return your taonga with all original packaging and components. Once we have received and assessed the item, we will arrange a replacement or refund where appropriate.

Natural Timber Variations

Each Te Papatohu Maramataka is handcrafted from natural timber. Variations in grain, colour, texture, and the way the finish absorbs into the timber are natural characteristics of the material.

No two taonga will be exactly the same. These variations are part of the individuality of each piece and are not considered defects.

Refunds

Where a refund is approved, it will be processed to the original payment method. Your bank or payment provider may require additional time for the refund to appear in your account.

Consumer Guarantees

Nothing in this policy limits or excludes any rights or remedies you may have under the New Zealand Consumer Guarantees Act 1993 or other applicable New Zealand consumer protection laws.

If you have any questions about your order, we are here to help. Please contact us at ancestralnative@gmail.com.