Returns & Exchanges

At Kayu Studio, we want you to feel satisfied with your purchase. We understand that selecting furniture and homeware takes time and thoughtful consideration. That’s why we’re committed to making your shopping experience smooth and straightforward, both online and in store. 

By placing an order, you agree to the following returns policy. 

Returns & Exchanges

If you change your mind about a full-priced item, we offer an exchange or store credit. Refunds are provided only for faulty items. 

To be eligible for a return:

• Returns must be initiated within 14 days of purchase (for in-store items) or within 14 days of receiving your delivery (for online orders). 
  
• Items must be unused, in their original condition, and returned in their original packaging.
  
• A valid receipt or proof of purchase is required. 

If you wish to return an item, please contact your local showroom. Online return requests can be made through our Mount Maunganui location.

Mount Maunganui
hello@kayustudio.co.nz
(07) 281 0205

Grey Lynn, Auckland
greylynn@kayustudio.co.nz
(09) 376 2214

Items can be returned to our showroom locations or sent via courier to:

Kayu Studio — Returns
13 Totara Street
Mount Maunganui 3116

Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect. For items over $75, we recommend using a trackable shipping service or purchasing shipping insurance. Once we receive your return, we’ll process it within five working days and notify you via email. 

Final Sale & Non-Returnable Items

Some pieces are final sale due to their unique nature. Many of our handcrafted and natural products are beautifully imperfect, with variations that make each piece one of a kind. These variations are not considered faults. 

The following items cannot be returned, refunded or exchanged: 

• Rugs
  
• Sofas 
  
• Soaps and candles 
  
• Custom orders 
  
• Clearance and sale items 
  
• Seconds, floor stock, repaired products, or items with disclosed defects
  
  

Faulty or Damaged Items

If your item has been damaged in transit, please contact us within 48 hours of receiving your order. If an item is faulty, we’ll assess the issue and find a solution, which may include a repair, replacement, store credit or refund. 

Custom & Pre-Orders 

Custom and pre-ordered items are made just for you and cannot be cancelled before delivery. Delivery timeframes are estimates and depend on supplier availability and schedules. Changes to the delivery date do not qualify an item for a refund. 

Gift Cards

Gift cards are non-refundable and cannot be cancelled once purchased. Orders paid for with a gift card can be exchanged or credited back to the original gift card. Please note gift cards cannot be used on discounted or outlet  products. 

Need Help?

If you have any questions or need assistance, our friendly team is happy to help.