Refund policy

# Refund Policy

Last updated: 12 April 2026

We want you to love what you receive from Mali. Every product is lovingly handcrafted in Sri Lanka, and we take real care in how things are packed and sent. If something isn't right, we're here to help.

## Damaged or incorrect items

If your order arrives damaged or you've received the wrong item, please:

1. Email us at **hello@mali.nz** within **48 hours** of receiving your order
2. Include your order number and a clear photo of the issue
3. We'll arrange a replacement, exchange, or refund — whichever works best for you

After 48 hours we aren't able to accept claims, so please check your order when it arrives.

## Change-of-mind returns

We handle change-of-mind returns on a case-by-case basis. If you've changed your mind, reach out to us at **hello@mali.nz** and we'll do our best to help.

Change-of-mind returns may be subject to:
- Return shipping at your cost
- Items being in unused, original condition
- A decision at our discretion

## Handmade variations

Every Mali piece is handmade by skilled artisans in Sri Lanka. Slight variations in colour, texture, and finish are a natural part of the handcrafting process — they're not faults, they're what makes your piece one of a kind. These natural variations are not eligible for refund or exchange.

## How refunds are processed

Once your return is approved, refunds will be issued to your original payment method within **5–7 business days**. Depending on your bank, it may take a few additional days for the refund to appear in your account.

**Shipping fees are non-refundable** unless the item arrived damaged or we sent the wrong item.

## Your rights under New Zealand law

This policy is in addition to your rights under the **Consumer Guarantees Act 1993** and the **Fair Trading Act 1986**. If a product is faulty, doesn't match its description, or isn't fit for its intended purpose, you're entitled to a repair, replacement, or refund under New Zealand law.

## Need help?

Questions about a return or refund? Email us at **hello@mali.nz** — we're a small team and aim to respond within 1–2 business days.

**Mali — Auckland, New Zealand**