Return & Refund Policy
We want you to end up with the right markers. If something is not right, here is how we sort it out.
Your rights under New Zealand law
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product is faulty, is not as described, or does not do what it is supposed to do, you are entitled to a remedy — repair, replacement or refund — regardless of the 30-day change of mind window below.
30-day change of mind returns
Changed your mind? You can return an item within 30 days of delivery for a refund, provided that:
- the item is unused and in resaleable condition;
- markers, pens, pencils and refills are unopened, with any shrink-wrap, seals or blister packaging intact;
- the original packaging, case, inserts and printed colour chart are all included; and
- you can give us your order number or receipt.
Return postage for change of mind returns is paid by you. Please use a tracked service — until the parcel reaches us it remains your responsibility, and we cannot refund a return we never receive. Your original delivery was free, so there is no shipping cost to deduct from your refund.
What we cannot accept back for change of mind
- Markers, pens, pencils, inks and refills that have been opened or used. Once a nib has touched paper we cannot verify nib or ink condition, and we cannot resell the item.
- Pads, sketchbooks and papers with pages removed, drawn on or written on.
- Items damaged after delivery, or returned with parts, cases or packaging missing.
- Gift cards.
- Items sold as clearance or marked “final sale” at the time of purchase.
These exclusions apply to change of mind only. They do not apply to faulty products.
Faulty, incorrect or damaged items
Email contactus@artfolk.co.nz within 7 days of delivery with your order number, a short description and photos if you receive:
- a marker or pen that is dry, leaking or not working out of the box;
- the wrong item, the wrong colour, or a set with colours missing;
- an item damaged in transit.
We cover return shipping on these, and you choose a replacement or a full refund. If a fault appears later in the product’s reasonable life, email us anyway — we will assess it under the Consumer Guarantees Act.
How to start a return
- Email contactus@artfolk.co.nz with your order number and the reason for the return.
- We will reply within 1–2 business days with a return authorisation and the return address.
- Pack the item securely — ideally in the box it arrived in — and send it with a tracked service.
Please do not send anything back before you have heard from us. Unauthorised returns cannot be matched to your order and may delay your refund.
Refunds
Once your return arrives we inspect it, usually within 2 business days, and email you the outcome. Approved refunds are made to the original payment method. Depending on your bank or card provider, the money typically appears within 5–10 business days of us processing it. We are not able to refund to a different card, account or person.
If a return does not meet the conditions above, we will contact you before making a decision and can send the item back to you at your cost.
Exchanges
The quickest way to swap an item is to return it for a refund under this policy and place a new order for what you want, so you are not waiting on the return to clear before the new item ships.
Cancelling an order
Email us as soon as possible. If the order has not been dispatched we will cancel it and refund you in full. If it has already been dispatched, it is treated as a return under this policy.
Related pages
Shipping Information · Terms & Conditions
Return address and contact
Authorised returns only
Artfolk — Returns
6 Ingot Place, Silverdale, Auckland 0932, New Zealand
Email: contactus@artfolk.co.nz
This is a warehouse and returns address only. No retail sales, customer visits or pickups are available. Please request return authorisation before sending an item.