Refund policy

Refunds & Exchanges Policy

At Arte Haus Gallery, we want you to love the piece you’ve chosen. Each artwork and handcrafted item is made by an individual artist, so subtle variations are part of the beauty and authenticity of the piece.

Natural characteristics of artisan work
Many artworks will have natural imperfections that reflect the medium and the handmade process. These may include, for example, tiny air bubbles in resin, slight variation in glaze or glass colour, surface texture in hand-formed ceramics, or gentle tool marks. These characteristics are expected and embraced by artists and collectors; they are not considered faults. If you’re unsure whether something is a natural feature or a defect, please reach out—we’re happy to help.

We comply fully with the New Zealand Consumer Guarantees Act (CGA).
If your item is faulty or not as described, please contact us as soon as possible so we can arrange a repair, replacement, or refund in line with the CGA.

Change of mind / exchange requests

• Returns must be made within 14 days of receiving your order.

• Items must be in original condition and packaging.

• Return shipping and any delivery fees are at the purchaser’s cost.

• Refunds or exchanges are processed once the item is safely returned and inspected.

• As many pieces are one-of-a-kind, an exact exchange may not be possible; we’ll do our best to offer a suitable alternative or a store credit.

To discuss a return, please email gallery@artehaus.co.nz with your order number and photos (if relevant). We’re here to make the process easy and respectful for both you and our artists.