Refund policy
Returns & Refunds
Every CoTwo Designs board is handmade in our Christchurch workshop and is one of a kind, so we want you to love yours. If something isn’t right, here’s how we’ll put it right.
Your rights under New Zealand law
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product is faulty, not as described, or not of acceptable quality, you’re entitled to a repair, replacement or refund, depending on the problem.
Faulty, damaged or not as described
- Please contact us within 7 days of delivery if your order arrives damaged, with photos of the item and the packaging, so we can sort it out quickly with the courier.
- For any other fault, contact us as soon as you notice it.
- We’ll cover the cost of returning faulty or damaged items, and we’ll repair, replace or refund as appropriate.
Change of mind
Because every board is one of a kind and made by hand, we don’t offer refunds or exchanges for change of mind. Please check the photos, sizes and details carefully before ordering, and get in touch if you have any questions. This doesn’t affect your rights if an item is faulty or not as described.
Natural timber
Each board is made from natural hardwood, so grain, colour and figure are unique to that board and are not faults. Purpleheart naturally deepens to a richer purple-brown with exposure to light over time. Hand-wash your board and keep it oiled. Damage from dishwashers, soaking or heat isn’t covered as a fault.
How to start a return
Email douglas.brownlie@cotwodesigns.com with your order number and a short description, plus photos if something is damaged or faulty. Please don’t send items back without contacting us first, so we can give you the return address and instructions.