Refund policy

At Princess Living, we want you to love your purchase. If you are not completely satisfied, this policy explains your rights and options for returns, exchanges, and refunds.

1. Change of Mind

We do not provide refunds for change of mind or if you simply decide you no longer want the product.
However, we may offer store credit or an exchange at our discretion, provided the item is returned unused, in its original packaging, and within 7 days of delivery.

2. Damaged or Faulty Items

Under the Consumer Guarantees Act 1993 (NZ), you are entitled to a replacement, repair, or refund if the goods you receive are:

Faulty or defective
Damaged upon arrival
Not as described on our website

If this occurs, please contact us within 7 days of receiving your order with:

Your order number
Photos of the damage or defect

We will arrange a replacement, repair, or refund at no extra cost to you.

3. Return Conditions

To be eligible for a return:

Items must be unused, in the same condition as received, and in the original packaging.
Proof of purchase (order number or receipt) must be provided.
Returns must be requested within the timeframe specified above.

4. Non-Returnable Items

The following items cannot be returned or refunded (unless faulty under NZ law):

Clearance or sale items
Gift cards
Custom or special-order furniture

5. Return Shipping

If the return is due to our error (e.g., defective or incorrect item), we will cover the return shipping costs.
If the return is due to change of mind, the customer is responsible for return shipping costs.

6. Refund Processing

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Approved refunds will be processed to your original payment method within 5–10 business days.
If you paid by Afterpay/laybuy/third-party service, refunds may take additional time depending on the provider.