Refund policy

Refund Policy

At Whispering Wood, we take great care in creating magical, high-quality experiences for your child. This Refund Policy is designed to comply with New Zealand consumer law, including your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

 

1. Your Rights Under New Zealand Law

Under the Consumer Guarantees Act 1993 (CGA), you are entitled to a remedy if a product or service:

  • Is faulty or defective
  • Does not match its description
  • Is not of acceptable quality
  • Is not fit for its intended purpose

These rights apply in addition to this policy and cannot be excluded.

 

2. Physical Products (Letters, Packs, Merchandise)

If a product you receive is faulty, damaged, or incorrect, you are entitled to:

  • A replacement, or
  • A full refund

Please contact us within 14 days of receiving your order with details and (if possible) photos of the issue.

We may request that the item is returned to us before issuing a refund or replacement. If the issue is due to our error or a fault, we will cover reasonable return shipping costs.

 

3. Subscription Services

Whispering Wood offers subscription-based products (including physical mail and/or digital content).

Change of Mind

We do not offer refunds for change of mind once a subscription has been processed or dispatched.

Cancelling a Subscription

You may cancel your subscription at any time:

  • Cancellation will apply to future billing cycles
  • No refunds will be issued for payments already processed

 

4. Non-Delivery or Lost Items

If your item has not arrived within a reasonable timeframe:

  • Please contact us within 30 days of the expected delivery date
  • We will investigate and, if necessary, provide a replacement

 

5. Digital Products

Due to the nature of digital content (such as emailed letters or downloads), we do not offer refunds once the product has been delivered, unless:

  • The content is faulty, or
  • It does not match its description

 

6. Personalised Items

Some Whispering Wood products may be personalised for your child.

Refunds or replacements will not be provided for:

  • Errors in information supplied by you (e.g., incorrect spelling or age)

However, if the mistake is ours, we will happily replace or refund the item.

 

7. How to Request a Refund or Replacement

To request a refund or replacement, please contact us with:

  • Your name
  • Order number
  • Description of the issue
  • Supporting photos (if applicable)

Email: hello@offthescreen.com

We aim to respond within 3–5 business days.

 

8. Processing Refunds

Approved refunds will be processed using your original payment method.
Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

 

9. Contact Us

If you have any questions about this policy or your rights, please contact hello@offthescreen.com

 

This policy is intended to comply with your rights under New Zealand law and does not limit or replace your rights under the Consumer Guarantees Act 1993.

 

Effective Date: 04/04/2026
Last Updated: 04/04/2026