Refund policy

Refunds & Returns Policy

Every Neuro-Verse book is created especially for your child and made to order using the personalisation details you provide.

Personalised Products

Because our books are personalised and made specifically for each customer, we are unable to accept returns, exchanges or provide refunds for change of mind.

Please carefully check all personalisation details before placing your order, including names, spelling, pronouns and any other information you provide.

Once your order has entered production, changes may not be possible.

Damaged, Faulty or Incorrect Orders

We want your Neuro-Verse book to arrive exactly as it should.

If your book arrives damaged, has a printing or production fault, or is different from the order you placed, please contact us as soon as possible through the contact form on our website.

Please include:

• your order number
• a description of the issue
• clear photographs showing the problem

We will review the issue and, where appropriate, arrange a replacement, correction or refund.

Please do not return your book unless we have asked you to do so.

Personalisation Errors

We cannot offer a refund or replacement where an error appears in the personalisation information supplied by the customer at the time of ordering.

If we have made an error when creating your book and it does not match the personalisation details you submitted, we will make it right.

Consumer Guarantees

Nothing in this policy limits or excludes any rights you may have under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer protection laws.

Refunds

Where a refund is approved, it will be issued to your original payment method.

Please allow up to 10 business days for the refund to appear after it has been processed. Processing times may vary depending on your bank or payment provider.

If you have any questions about your order, please contact us through the contact form on our website.