Returns & Refund Policy

Effective Date: 17 July 2026

At Fintastic Studio, we want you to be happy with your purchase. This Returns & Refund Policy explains your rights and our procedures for returns, exchanges, store credits and refunds for both in-store and online purchases.

This policy is subject to your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

General Returns

Goods supplied in accordance with your order may only be returned with the approval of Fintastic Studio.

To request a return:

1. You must contact us within 7 days of receiving your order (or purchasing in-store).
2. Please provide your original order number or proof of purchase.
3. Approved returns must be sent back at the customer's expense unless the item is faulty or supplied incorrectly.
4. Items remain the customer's responsibility until received by Fintastic Studio. We are not responsible for goods lost or damaged during return shipping.
5. Shipping charges are non-refundable unless required by New Zealand consumer law.
6. Approved refunds will be made using the original payment method wherever possible.

Change of Mind

If you change your mind after placing an order:

• Before your order has been dispatched, we can offer either:
  • Store credit for the full purchase amount; or
  • A refund less a 5% restocking fee to cover payment processing and administration costs.
• After your order has been dispatched, you may return eligible items within 7 days of delivery at your own expense, provided they are unused and in original condition.

For returned items:

• Store credit will be issued for the purchase price, excluding shipping costs.
• If you prefer a refund instead of store credit, a 5% restocking fee may apply.

Store credit is valid for 24 months from the date of issue.

Livestock

Due to the nature of live animals, all livestock sales are final.

We do not offer refunds, exchanges or store credit for live fish, snails, plants or other livestock purchased in-store or online unless required under the Consumer Guarantees Act.

Please choose carefully before purchasing livestock.

Returning Items

Returned items must:

• Be in as-new condition.
• Include all original packaging, manuals and accessories.
• Be securely packaged to prevent damage during transit.

Please avoid writing directly on the manufacturer's packaging where possible.

Damaged Items

If your order arrives damaged, please contact us within 24 hours of delivery.

Email us with:

• Your order number
• A description of the damage
• Clear photographs of the damaged item and packaging

We will advise you of the next steps as quickly as possible.

Incorrect Items

If we have sent you the wrong item, we sincerely apologise.

Please contact us with:

• Your order number
• A photograph of the item received

If the mistake is ours, we will arrange return shipping at our expense and dispatch the correct item as soon as possible.

Missing Items

If anything is missing from your order, please notify us within 2 working days of receiving your parcel.

We will investigate the order and, where the error is ours, send the missing item as soon as possible.

Please check all packaging carefully before reporting missing items, as multiple products may be packed together or shipped separately.

Faulty Products

If you believe a product is faulty, please contact us as soon as possible.

We may request photographs or videos to help diagnose the issue before asking you to return the item.

Where appropriate, products may be:

• Repaired
• Replaced
• Refunded
• Issued as store credit

depending on the circumstances and your rights under the Consumer Guarantees Act.

Items returned as faulty but found to be operating correctly may be returned to you, and additional shipping costs may apply.

Unauthorised repairs or modifications may void any applicable warranty.

Refunds

Approved refunds will generally be processed using the original payment method.

Please note:

• Payment providers may take several business days to process refunds.
• Merchant processing fees may not be recoverable by Fintastic Studio and may be deducted where legally permitted.

Consumer Guarantees Act

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand consumer protection legislation.

If you are purchasing goods for business purposes, you agree that, where permitted by law, the Consumer Guarantees Act does not apply.

Shipping Charges

Where applicable, free shipping promotions apply only to eligible New Zealand addresses and may exclude:

• Livestock
• Oversized items
• Fragile items
• Remote, rural or outer island addresses

Additional freight charges may apply where necessary.

Contact Us

If you need assistance with a return or refund, please contact us:

Fintastic Studio

Email: [your email address]

Phone: [your phone number]

Address: [your business address]

Please include your order number and as much information as possible so we can assist you promptly.