Refund Policy

The short version

Custom merchandise is made-to-order, so your final sign-off is the point of commitment: nothing is made — and nothing is committed with the supplier — until you've signed off your final design. Until that moment, walking away costs you nothing.

• Until you sign off your final design: full refund of everything you've paid — the $1 deposit and the balance — no questions asked. (Your sign-off happens after payment, once our production team has checked your design.)
• After you've signed but before decoration starts: 50% refund (your sign-off is what commits your stock with the supplier).
• Once decoration has started: no refund — the goods can't be on-sold.
• If we cancel or fail to deliver: full refund of everything you've paid.

Damaged or non-conforming goods

If your order arrives damaged, short, or doesn't match the mockup you approved:

1. Photograph the carton (with the shipping label visible), the damage, and the affected goods.
2. Email us within 48 hours of delivery with the photos and your order reference.
3. Keep the damaged goods until we've resolved the claim.

We need this within 48 hours to make a successful insurance claim with the carrier. After that, our hands are partly tied. Once we've confirmed the issue, we'll choose one of: replacement on the next production cycle, credit against a future order, or refund of the affected portion of the order.

How to request a refund

1. Email gem@littlegems.kiwi with your order number and the reason.
2. We'll respond within one (1) working day.
3. Approved refunds are processed within five (5) working days, via your original payment method.

Your statutory rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 where that Act applies.

The full legal text

The clauses that actually control are in our Terms & Conditions, Section 11 (Cancellation and Refunds) and Section 10 (Inspection and Damage Claims). If anything in this summary conflicts with the full Terms, the full Terms apply.