At Living Culture, we want your shopping experience to be stress-free. If you need to return a product—whether under warranty, damaged on arrival, or for any other reason—we've made the process simple and trackable through our online portal.

How to Start a Return

1. Submit a Return Request
   
   Log in to your Living Culture account (or sign up if you don't have one) and complete the return request form here: livingculture.dearreturns.com
   
   
2. Return Authorization
   
   Once we review your request, we'll authorize the return. You can then download and print the RMA form from the portal. Place the RMA form inside the package with the item.
   
   
3. Shipping the Product
   
   If return shipping is your responsibility: ship the package using your preferred courier
   If Living Culture is responsible: we'll email you a prepaid return label. Attach the label to the outside of the box and use the courier specified
   
   

💡 If you encounter any issues with the portal or account setup, our support team is here to help at support@livingculture.co.nz.

Faulty or Misdescribed Items

If something isn't right with your purchase, we'll put it right.

• If your item is defective or not as described, we will arrange a repair or replacement wherever possible
• If a repair or replacement isn't available, we'll provide a full refund including shipping costs
• Please contact us within 7 days of receiving the item, with a brief description and, if possible, clear photos of the issue

Incorrect Items Sent

If we sent you the wrong product, we're very sorry for the inconvenience.

• Please let us know within 7 days of delivery, and include a photo of the incorrect item
• The product must be unopened and in original condition
• We'll send you a prepaid courier ticket/bag so you can return it at no cost to you
• Once the incorrect item is received back, the correct one will be dispatched immediately

Change of Mind

We understand that sometimes purchases don't work out as expected.

If your order hasn't been dispatched yet:

• Contact us as soon as possible
• We'll cancel it and issue a full store credit to your Living Culture account

If your order has already been dispatched:

• You can still return it within 7 working days of delivery for store credit (minus any shipping costs)
• Returns for change of mind are at the buyer's expense

Items must be:

• In "as new" condition
• With all original packaging, accessories, swing tags, labels, and manuals included

💡 Tip: Please avoid writing directly on the box. Instead, attach a slip of paper with our return address.

All store credits are valid for 6 months from the date of issue, giving you plenty of time to choose something you'll love.

Damaged on Arrival

If your order arrives damaged, please contact us straight away.

• Email us within 5 days of delivery with photos showing the damage to both the item and its packaging
• We'll arrange for the damaged product to be collected and a replacement sent as soon as possible
• Please keep the original packaging intact, as the courier's assessment team needs to see how the item was packed

Missing Items

If something seems to be missing:

• Contact us within 5 working days of receiving your parcel
• We'll check our packing records and send out the missing item if it was our mistake

Note: Some orders may arrive in multiple boxes (marked Part 1 of 2, etc.), or certain items may ship separately if on backorder. Please check carefully before reporting an item as missing.

Delayed or Undelivered Orders

If your parcel hasn't arrived:

• First, check the tracking link provided in your dispatch email
• If there's no update and the parcel is more than 7 working days overdue, please get in touch
• If tracking shows "delivered" but you can't locate it, we'll open an investigation with the courier (this can take up to 2 days)

Please note: Once a parcel is marked as delivered, we unfortunately cannot take responsibility for loss, theft, or damage occurring after delivery. If this is a concern, we recommend selecting the "signature required" option at checkout.

Warranty Support

Most of our products come with at least a one-month warranty (check the individual product listing for details). If your item develops a fault within the warranty period:

• Contact us with details. We'll guide you through the next steps
• We'll cover the cost of sending a replacement back to you, while you cover the return postage to us
• Items will be tested on return. If confirmed faulty, we'll repair, replace, or provide a refund (including shipping if a replacement isn't possible)
• Please allow 3–4 working days for testing or repair once we receive the item

⚠️ Important:

• Warranties are void if the product has been tampered with, repaired by an unauthorised person, or damaged through misuse
• If items returned as "faulty" are found to be in full working order, you may be charged for the shipping costs to send them back to you

Price Protection

If an item you purchased goes on sale within 7 days of your order date, we'll credit you the difference as store credit to use on your next purchase.

Payments & Refunds

• Refunds are always made back to your original payment method
• Bank processing times may vary
• To protect against fraud, we may request proof of identity for credit card purchases

Consumer Rights

This policy is designed to work alongside your rights under the Consumer Guarantees Act 1993.

• If you purchased for personal use, your rights under the Act fully apply
• If the purchase was for business use, resale, or manufacturing, the Act does not apply