Returns & Refunds Policy

At Aloua Vision & Print (AVP), most products are made to order. Please check your selections, sizing and any personalised details carefully before placing your order.

Change of Mind and Incorrect Size Selection

We do not accept returns or offer refunds or exchanges simply because you change your mind, select the wrong size or colour, or provide incorrect personalised details, where we have supplied your order correctly and our product information was accurate.

This also applies to personalised products, sale items and gift cards, subject to your rights under applicable consumer law.

Faulty, Damaged or Incorrect Products

Please contact us if your product arrives damaged, is faulty, is different from what you ordered, or does not match its description.

We will assess the issue and provide the remedy required under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer law.

For a minor problem that can be fixed, we may repair, replace or refund the item within a reasonable time and at no charge. For a substantial problem, or where a remedy is not provided within a reasonable time, you may have the right to choose a refund or replacement.

These rights also apply to made-to-order and sale products.

Reporting an Issue

Please inspect your order when it arrives and contact us promptly if you notice a problem. We encourage you to report delivery damage or incorrect items within 14 days of receiving your order, but this does not limit your statutory rights or prevent a claim for a fault discovered later.

Email pahulu.aloua@lyde.co.nz with the subject line Return, and include:

• Your order number or other proof of purchase.

• A description of the issue.

• Photos showing the issue, where possible.

For general return enquiries, contact admin@lyde.co.nz.

Returning an Item

Please contact us before sending an item back so we can explain the assessment process and provide return instructions.

Keep the item and any available packaging while we assess the issue. Original packaging, attached tags and an unused condition are not requirements for a valid faulty-product claim.

Where a return is required for a confirmed fault, damage or an error with your order, we will arrange return shipping or reimburse reasonable return postage costs. Please keep your postage receipt.

Refunds

We will let you know the outcome after assessing your claim and, where necessary, inspecting the returned item.

Approved refunds will be processed promptly, normally within 10 business days, using your original payment method where possible. Your bank or payment provider may take additional time to display the refund.

If you have not received your refund within 15 business days of approval, please contact admin@lyde.co.nz.

Your Consumer Rights

Nothing in this policy excludes or limits rights or remedies available under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer law.