Refund policy

Returns and refunds

We make pieces we'd keep ourselves. If something isn't right, we want to know.

This policy sits alongside your rights under New Zealand's Consumer Guarantees Act and Fair Trading Act. Nothing here reduces those rights.

Change of mind

You have 30 days from delivery to return a piece you've changed your mind about.

To be accepted, the piece must be:

Unused and in original condition
In its original packaging, including the inner cradle and signature card
Returned at your cost via tracked courier

We'll refund the full purchase price to your original payment method within 5 business days of receiving the piece back in good order. Original courier costs aren't refunded.

To start a change-of-mind return, email hello@lomae.co.nz with your order number. We'll reply within 2 business days with return instructions.

Damaged or faulty pieces

Stone is heavy, fragile, and travels a long way to reach you. Sometimes pieces don't make it intact. When that happens, we cover it.

If your piece arrives damaged or develops a fault:

Email hello@lomae.co.nz within 48 hours of delivery with your order number and clear photos of the damage
We'll respond within 2 business days
We'll either send a replacement at no cost or refund you in full, your choice
You don't need to return the damaged piece

If a piece develops a fault later, contact us. Under the Consumer Guarantees Act, we'll work through repair, replacement or refund depending on the nature of the issue.

About natural stone

Every Lomāe piece is hand-finished from natural stone. That means variation. Veining, colour shifts, small surface marks and minor differences in form from one piece to the next are part of the material, not faults.

We photograph honestly. The piece you receive won't be identical to the one on screen, but it will be true to it. If something feels significantly different to what you saw, tell us. We'd rather hear from you than have you keep something you don't love.

What we can't accept back

Custom or commissioned pieces
Trade and wholesale orders (separate terms apply, see your trade agreement)
Pieces damaged through use, misuse, or accident after delivery
Pieces returned without original packaging (for change-of-mind only, damage claims are always covered)

Refunds

Refunds go to the original payment method. Card refunds typically appear within 3-5 business days. Bank transfers within 2 business days.

If you paid through a buy-now-pay-later provider (Afterpay, Laybuy, Klarna), the refund goes back through them and their timing applies.

Trade and wholesale

Trade returns are governed by your trade agreement and the Lomāe trade terms. The change-of-mind window above doesn't apply to trade orders. Faulty or damaged stock claims still apply under the Consumer Guarantees Act and your trade terms.

If you're a stockist with questions, email hello@lomae.co.nz.

Your rights under NZ law

This policy sits on top of your statutory rights. Under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, you're entitled to a remedy if goods aren't of acceptable quality, fit for purpose, or don't match their description.

Nothing in this policy limits those rights.