Returns & refunds

If something is faulty or not as described

If your order arrives damaged, has a manufacturing defect, isn't what you ordered, or otherwise doesn't meet the guarantees in the Consumer Guarantees Act 1993, you're entitled to a remedy at no cost to you. This applies to everything in your party pack: the critters and any paint markers, gloves or take-home boxes. Because a 3D-printed critter can't be repaired, that means a replacement or a refund. Opening the package, or painting the critters, never affects these rights: many faults only show up once you've opened it.

• For a minor fault, we'll choose whether to replace it or refund you.
• For a serious fault (a failure of a substantial character), the choice is yours: you can reject the item for a refund or replacement, or keep it and ask for compensation for the drop in value.

There's no strict time limit for reporting a genuine fault. The Consumer Guarantees Act gives you a reasonable time, judged by the nature and price of the product, so please get in touch whenever a fault appears. We cover the cost of returning a faulty item, and you can claim reasonable return postage from us.

What's normal for a 3D-printed critter

Every CritterPals is 3D-printed, so reasonable, minor variation is expected and isn't a fault: faint layer lines, tiny surface marks, and small differences from one critter to the next are part of the process.

Colours can vary in shade and tone. Filament colours aren't standardised, so the same colour can look slightly different between batches and between filament makers, and won't always match how it appears on your screen. Some of our filament is also recycled, which is a more sustainable choice but comes with its own constraints: it can carry subtle tonal variation, faint flecks, or small inclusions. This is part of its character, not a defect.

Our product photos show what to expect. None of this affects your rights. If a critter arrives damaged, malformed, structurally weak, the magnet doesn't hold, the colour is clearly wrong rather than just a slightly different shade, or it's otherwise not of acceptable quality or not as described, that is a fault and we'll put it right.

Change of mind: unopened packages only

Change of mind isn't a right under New Zealand law, but we'll accept a change-of-mind return if your package hasn't been opened. Once a package is opened we can't take it back for change of mind, because the critters are made to be painted and the gloves and take-home boxes are single-use.

• Let us know within 14 days of delivery.
• The package must come back unopened, with its original packaging and seal intact.
• Return postage is at your cost, and we recommend a tracked service. We can't refund a package that doesn't reach us.
• Once it arrives and we've checked it's unopened, we'll refund what you paid, less any paid upgrade to courier delivery.

If you'd like to cancel before your order ships, email us as soon as possible. If we haven't dispatched it yet, we'll cancel it and refund you in full.

This section is only about change of mind. It never limits your Consumer Guarantees Act rights if something is wrong with your order, whether or not the package has been opened.

How to make a claim

Email hello@critterpals.co.nz with your order number and either a short description of the problem with a photo or video of it, or, for a change-of-mind return, a note that the package is unopened. We'll respond within 7 business days, let you know the next steps and where to send the item if needed, and sort out your replacement or refund within a reasonable time. Refunds are made to your original payment method.

If we can't agree

If you're not happy with how we've handled a claim, you can contact Consumer Protection (consumerprotection.govt.nz) or take the matter to the Disputes Tribunal.