Refunds and Returns Policy

At Gaucha Designs, we want you to be happy with your purchase. This policy explains how returns, refunds, cancellations and product issues are handled across our store.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

1. Change-of-Mind Returns

For products that are eligible for return, we accept returns within 14 days of delivery, provided the item is unused, in its original condition and, where applicable, includes its original packaging and tags.

Customers are responsible for the cost of return shipping for change-of-mind returns.

Original shipping costs are non-refundable for change-of-mind returns.

Please contact us before sending anything back. We will provide return instructions and confirm whether your item is eligible for return.

Made-to-Order Gaucha Decor

Our Gaucha Decor posters, canvas prints and other products identified as made to order are produced specifically after you place your order.

Because these products are made specifically for each order, they are final sale for change-of-mind returns and exchanges. This includes situations where you:

• change your mind after ordering;

• select the wrong size;

• select the wrong product or variation;

• decide that the artwork is not suitable for your space; or

• no longer want the item after production has begun.

Please review the product images, description and size information carefully before placing your order.

This does not affect any rights you may have if the product is faulty, damaged, incorrectly supplied or otherwise does not meet applicable consumer guarantees.

2. Defective or Incorrect Products

We stand behind the quality of our products.

If your product arrives with a manufacturing defect, printing error, significant quality issue, or you receive an item that is materially different from what you ordered, please contact us as soon as reasonably possible.

Please include:

• your order number;

• a description of the issue; and

• clear photographs showing the problem.

We will review the issue and, where appropriate, arrange a replacement, repair or refund in accordance with the circumstances and applicable consumer law.

For made-to-order products, a replacement may be arranged where the issue is the result of a production or manufacturing error.

3. Products Damaged During Delivery

If your order arrives damaged, please contact Gaucha Designs rather than contacting the carrier directly.

Please provide your order number and photographs of the damaged product and packaging so that we can investigate the issue and arrange an appropriate remedy.

We are responsible for resolving delivery problems where applicable under consumer law.

4. Natural Characteristics of Leather

Many Gaucha products are made from genuine leather and wood. Natural variations in colour, grain, texture, markings and appearance are characteristics of such materials and are not necessarily defects.

Small variations, scars, wrinkles, grain differences and other natural markings may occur as part of the tanning process and make each piece unique.

5. Sale and Discounted Items

Discounted products may be identified as final sale where stated on the product page or at checkout.

Final-sale status does not remove any rights you may have in relation to products that are faulty, defective, incorrectly supplied or otherwise fail to meet applicable consumer guarantees.

6. Cancellations

For products that have not yet entered fulfilment or production, we may be able to accommodate a cancellation request, except made to order products.

For made-to-order products, cancellation may not be possible once production or fulfilment has begun.

If you need to request a cancellation, please contact us as soon as possible after placing your order with your order number.

7. European Union Customers

If you are purchasing from the European Union, additional consumer protection laws may apply.

EU consumers generally have a 14-day right of withdrawal for online purchases. However, EU law provides exceptions for certain goods made to the consumer's specifications or clearly personalised, and other specific categories of products.

Where an applicable legal withdrawal right exists, we will honour it in accordance with the applicable requirements.

Nothing in this policy is intended to limit mandatory consumer rights applicable to your purchase.

8. Return Shipping

For approved change-of-mind returns, the customer is responsible for return shipping costs unless otherwise required by applicable law.

We recommend using a tracked shipping service and retaining proof of postage, as we cannot be responsible for a return that does not reach us.

For products that are defective, damaged or incorrectly supplied, we will provide appropriate instructions regarding return shipping where a return is required.

9. Refunds

Once an approved return has been received and inspected, we will notify you whether the refund has been approved.

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

The time it takes for the refund to appear in your account may vary depending on your payment provider or financial institution.

Where a refund or other remedy is required under applicable consumer law, the remedy will be provided in accordance with those requirements.

10. How to Contact Us

To request a return, report a damaged or defective product, or ask about a cancellation, please contact:

Email: mariana@gauchadesigns.com

Please include your order number and as much relevant information as possible so we can assist you promptly.

Return address:

Gaucha Designs
56 Seaview Road
Piha, RD2 0772
Auckland, New Zealand

Please do not send a return to this address without first contacting us and receiving return instructions.