Refund and Returns Policy

‌Effective Date: 23 October 2026‌

This Refund and Returns Policy applies to all purchases made through the e-commerce platform operated by ROSINATE LIMITED, hosted at www.rosinateltd.com. We have designed this policy to be clear, fair, and compliant with New Zealand’s Consumer Guarantees Act 1993, while laying out explicit rules for all post-purchase interactions between ROSINATE LIMITED and our customers who purchase our curated range of desk mats, pen holders, file folders, and other workspace stationery products.

Our full contact details for all post-purchase enquiries, return submissions, and related communications are as follows:

Email: briar@rosinateltd.com
Physical Address: 10A Pleasant Place, Mellons Bay, Auckland 2014, New Zealand
Telephone: +64 9 534 8614

This policy outlines the full terms of our returns process, eligibility criteria for return requests, approved resolution pathways, and our strict no-solo-refund rule that applies to all valid and invalid post-order claims.

1. Core Policy Rule: No Standalone “Only Refund” Requests Are Permitted

To ensure fairness for all our customers, maintain our operational sustainability, and prevent fraudulent misuse of post-purchase policies, ‌ROSINATE LIMITED does not accept any requests for a full or partial refund where the customer retains full possession of the purchased product, with no product return being completed‌. This means no standalone “only refund” claims will be approved under any non-exceptional circumstances, including but not limited to cases where a customer claims they no longer want the product after delivery, found a lower price for the same item elsewhere, changed their mind about their purchase, or filed a dispute with no intention of sending the product back to us.

For all situations where a customer is seeking a monetary resolution for a purchase, the mandatory requirement for the customer to return the relevant physical product back to our designated returns address will always apply, unless the product was confirmed lost in transit by our shipping partner, or arrived at the customer’s location completely damaged and unsalvageable on arrival, with photographic proof submitted within 48 hours of delivery.

2. Return Eligibility Criteria

All return requests must be submitted within 30 calendar days from the date the customer receives their order. To be eligible for a return, your item must be in the exact same unused, unmodified, resalable condition as it was when it was originally shipped to you, with all original product packaging, tags, accessories, and included documentation intact.

Products that do not meet eligibility requirements include items that have been used, damaged by accidental misuse or improper storage after delivery, altered or customized with user-added markings, or purchased during final clearance flash sales that are clearly labelled as “non-returnable” on the product listing page. Digital products or downloadable content are also not eligible for return under this policy.

To initiate a return request, you must contact our customer support team with your original order number, clear photographic evidence of the product’s condition, and a short description of the reason you are submitting the return. Our team will review your submission within 3 working days, and send you an official return authorization number along with the correct returns shipping address. Returned items sent back to us without a valid pre-issued return authorization number will not be processed, and may be discarded at our facility at our discretion.

3. Approved Resolution Pathways for Valid Return Cases

Once our warehouse team receives and inspects your returned product, and confirms that it meets all our return eligibility criteria, you will be offered two official resolution options, with no standalone only-refund option available as a default selection:

‌Full Product Exchange‌: You may choose to exchange the returned item for a brand new identical unit of the same stationery product, or select an alternative item of equal or higher value from our store inventory. If you select a higher-value product, you will only need to pay the small difference in price, and we will cover all shipping costs to send your new item to your designated delivery address.
‌Store Credit Refund‌: If you do not wish to exchange your returned product for a physical item, the full monetary value of your returned purchase will be credited to your registered ROSINATE LIMITED store account as non-expiring store credit, which you can spend on any products listed on www.rosinateltd.com at any time in the future. Store credit never expires, has no hidden processing fees, and can be used to cover partial or full payment for any new order you place on our platform.

The only narrow exceptions that do not require a product return for resolution apply to confirmed cases where the product was never delivered to you, and our shipping provider has officially marked the parcel as permanently lost in their system, or the product arrived completely destroyed on first delivery, with clear unboxing proof sent to our team within 48 hours of the delivery time. Even in these very rare exceptional scenarios, our team will prioritize sending you a free replacement unit of the product first, rather than processing a cash-only refund, unless a replacement item is completely out of stock and cannot be restocked within 15 business days.

4. Return Shipping Responsibilities

Customers are responsible for covering the full cost of return shipping fees when sending the item back to our returns facility, unless the return request is caused by our own verified error, such as us shipping the wrong product, or sending an item with confirmed manufacturing defects that were not disclosed on the original product listing page. For these error-related valid returns, we will provide you with a pre-paid shipping label to send the item back to us at no extra cost to you.

We strongly recommend that all customers select a tracked, signed-for shipping service when sending back returned items, as we cannot take responsibility for returned parcels that are lost or damaged in transit before they reach our warehouse location. Any return parcel that cannot be verified as delivered to our facility by a valid shipping tracking number will not be processed, and no store credit or exchange will be issued for that submission.

5. Contact for Return Enquiries

If you have any questions about this policy, need help initiating a return, or require clarification about any of our resolution rules, you may reach out to our dedicated post-purchase support team via the contact details listed on our website at any time. We aim to respond to all return-related enquiries within 2 working days, to help resolve any post-purchase issues for our community of stationery lovers quickly and smoothly.

This Refund and Returns Policy is part of our full terms of service available on www.rosinateltd.com, and all customers confirm they have read and agreed to the full terms of this policy at the moment they submit their order on our checkout page.