Return & Refund Policy

Returns & Refunds

We want you to feel confident ordering from Artisan Alume. Our return and refund terms are set out below.

30-Day First-Purchase Guarantee

For first-time New Zealand customers purchasing a single, individual GreenGlow or ZenMoon bag, we offer a 30-day satisfaction guarantee. If you are not satisfied with your first bag, you may request a refund of its purchase price, even if the bag is empty. Email info@artisanalume.com within 30 days of delivery with your order details.

This guarantee does not apply to multi-pack bundles, The Luminous Ritual set or repeat purchases.

Unopened Products

For other orders, we accept returns of unopened products within 30 days of delivery. Products must be in their original, sealed and undamaged packaging. Contact us with your order number for return authorisation and instructions.

Damaged or Defective Orders

If your order arrives damaged or with a compromised seal, contact us promptly, ideally within 48 hours, with photographs of the packaging and product. Verified quality or transit issues will be resolved with a replacement or refund, as appropriate. This reporting request does not limit any rights you have under applicable consumer law.

Shipping Costs

For standard change-of-mind returns, original shipping charges are non-refundable and customers are responsible for return shipping. We recommend a tracked service. Different arrangements may apply to faulty or damaged products or where required by law.

Refund Processing

Once a return is received and inspected, we will notify you of the outcome by email. Approved refunds are processed to the original payment method within 3–5 business days; your payment provider may take additional time to show the funds. There are no restocking fees for authorised returns.

Subscriptions

Subscriptions can be paused or cancelled through the customer portal. Make changes at least 72 hours before the next scheduled billing date to avoid the next order being processed. If an order has already been processed, contact us to discuss the options available under this policy and applicable law.

Your Consumer Rights

These voluntary return and guarantee terms do not exclude or limit rights or remedies available under applicable consumer law, including the New Zealand Consumer Guarantees Act where it applies.