We care deeply about the quality of our handmade products and your experience with Roxbury Homestead. If something’s not quite right, we’ll do our best to make it better — within the guidelines below.

🧾 Change of Mind

Because our products are handmade and often made to order, we’re unable to offer refunds or exchanges for change of mind. We encourage you to reach out with any questions before purchasing — we’re always happy to help you choose the right product.

🧴 Skin Sensitivities & Allergies

Many of our products are designed for use on the skin, and we know how important it is to feel confident about what you’re using. That’s why we list all ingredients clearly and carefully.

If you have known allergies or sensitivities, please take a moment to review the ingredient list before ordering. It’s your responsibility to check that everything is safe for you. We cannot accept liability for reactions caused by known allergens that are clearly listed in our product descriptions.

Rest assured, every product is tested in-house before being offered to the public, so you can shop with peace of mind.

🧶 Handmade Quality & Variations

All Roxbury Homestead products are handmade with care. Natural variations in colour, texture, and finish are part of their charm — and not considered faults. These differences are expected and celebrated, and do not affect the product’s overall quality or performance.  We take great care and effort to accurately describe the products we sell. In the event that goods demonstratively do not match their description on our website, we will accept the goods for return and provide a replacement, refund or store credit as appropriate.

📦 Damaged or Faulty Items

• If your order arrives damaged or faulty, please contact us as soon as possible so we can help right away. You must get in touch within 7 days of receiving your order for us to process a claim.

  To help us resolve things quickly, please include:

  • Your order number

  • Photos showing the damage or fault

  • A brief description of the issue

We’ll review the situation and, if needed, offer a replacement, store credit or refund. In some cases, we may ask you to return the item before we can proceed.

🕵️‍♀️ Assessing Damaged Deliveries

When damage is reported, we’ll do our best to determine whether it was caused by courier mishandling, packaging issues, or other factors. To help us assess fairly, please include photos of:

• The damaged item

• The outer packaging (including any dents, tears, or marks)

• The internal packaging (how the item was packed)

We take great care to pack our products securely, but if the damage appears to be caused during transit, we’ll follow up with the courier and aim to resolve it. If damage seems to have occurred after delivery, or if packaging was discarded before reporting, we may not be able to offer a refund or replacement.

🔁 How Returns Work

If a return is approved:

• We’ll send you instructions for returning the item

• Items must be unused and in their original condition

• Return shipping is at your cost unless the item is faulty or we made a mistake

💳 Refunds

Once approved, refunds are issued by Direct Bank Deposit only.

• If you paid using POLi, refunds cannot be sent back through POLi.

• So we can transfer the refund directly to you., you will need to provide your bank account details of Name of Bank Account, and Bank account number. 

• Refunds usually appear within 10 business days, depending on your bank.

❗ A Few Exceptions

We’re unable to accept returns or offer refunds for:

• Custom or personalised items (unless there is a genuine fault)

• Items damaged due to misuse or neglect

• Orders returned without prior approval

• Reactions related to known allergies or sensitivities

This policy is provided in addition to your rights under the New Zealand Consumer Guarantees Act 1993. Nothing in this policy is intended to limit or exclude your legal rights as a consumer.