Refund policy

Returns & Refunds Policy

Last updated: 25 September 2026

At on purpose by mistake, we take care to ensure that all orders are made, checked and packaged with care before being sent to you.

Please read the following policy before placing your order.

1. Change-of-Mind Returns

We do not offer returns, refunds, exchanges or store credit for change-of-mind purchases.

This includes, but is not limited to:

Deciding that you no longer want the product
Ordering the wrong colour, design or variation
Ordering the wrong size where sizing information was provided
Finding the product cheaper elsewhere
Changing your mind after placing an order

Please carefully review your order and the product information before completing your purchase. If you are unsure about a product, please contact us before ordering and we will be happy to assist.

2. Faulty, Damaged or Incorrect Items

We take responsibility for products that are faulty, damaged during delivery, incorrectly supplied, or otherwise fail to meet the guarantees required under New Zealand consumer law.

If you receive an item that is faulty, damaged or incorrect, please contact us as soon as reasonably possible at:

onpurposebymistake@gmail.com

Please provide your order number and, where applicable, photographs showing the issue. We may request additional information to help us assess the problem.

If the issue is covered by the Consumer Guarantees Act 1993, we will provide the appropriate remedy required by law.

3. Products Damaged After Delivery

We are not responsible for damage caused after delivery through misuse, accidents, improper handling, modification, incorrect storage, or failure to follow any care or use instructions provided with the product.

This does not affect your rights under the Consumer Guarantees Act 1993 where those rights apply.

4. Custom and Personalised Products

Custom-made or personalised products are made specifically according to the customer's requirements.

We do not accept change-of-mind returns or exchanges for custom or personalised products.

If a custom or personalised product is faulty, damaged, incorrectly supplied, or does not match the agreed specifications, please contact us so that we can assess the issue and determine the appropriate remedy.

5. Sale and Discounted Items

Sale and discounted items are not eligible for change-of-mind returns, refunds or exchanges.

However, sale and discounted items remain covered by any applicable rights and guarantees under New Zealand consumer law.

6. Exchanges

We do not offer exchanges for change-of-mind purchases.

If you have received a faulty, damaged or incorrect item, please contact us before returning anything. We will provide instructions regarding the next steps where a return is required.

7. Refunds

Where a refund is required under New Zealand consumer law, we will process the refund using the original payment method where reasonably possible.

The time taken for a refund to appear in your account may vary depending on your bank or payment provider.

8. Unauthorised Returns

Please do not send products back to us without contacting us first.

Unauthorised returns may not be accepted or processed.

9. Consumer Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand law.

Where a product does not meet the guarantees required by law, your legal rights remain unaffected by this policy.