Refund policy

Last updated: 9 October 2026

Please read this policy in full before placing your order. By completing a purchase on this store you confirm that you have read, understood and agreed to every term set out below. Placing an order is your acceptance of this policy.

1. All sales are final

All sales on this store are final.

We do not offer refunds, returns, exchanges, cancellations or store credit for change of mind. This includes, without limitation, situations where:

you no longer want the item
you found it cheaper elsewhere
you ordered the wrong item, quantity, bundle or option
you decided the item is too large, too small or does not suit your space
you did not read the product description, dimensions or delivery timeframe before ordering
a family member, partner or housemate objected to the purchase
your financial situation changed after ordering
you found the pourer larger, smaller or more fragile than expected, or did not expect to hand wash it
you were gifted a duplicate
you simply changed your mind for any other reason

The only circumstances in which a refund or replacement is issued are set out in Section 4 (Damaged, Defective or Incorrect Items) and, where purchased, the optional add-ons in Section 5.

2. Made-to-order terms: you are agreeing to wait

Every NaughtyPour is packed to order and dispatched from our fulfilment centre within 1 to 2 business days. This is disclosed on the product page and at checkout before payment is taken.

By completing your purchase you expressly acknowledge and agree that:

Your item is not sitting in a local warehouse at the time of ordering. It is prepared and dispatched after your order is placed.
Estimated delivery is approximately 7 to 10 days from dispatch, and up to 15 days from dispatch in peak periods (orders are dispatched within 1 to 2 business days of payment). This is an estimate, not a guaranteed date.
Delivery may take longer than estimated. Production schedules, freight capacity, customs inspections, courier backlogs, public holidays, peak seasonal volume, weather events, port delays and other circumstances outside our reasonable control may extend this timeframe.
You have accepted this waiting period as a condition of purchase. A delay within or reasonably beyond the estimated window is not a defect, is not a failure to deliver, and is not grounds for a refund or cancellation.
"I didn't realise it was made to order" is not grounds for a refund. The delivery timeframe is disclosed prior to payment. Failure to read the listing does not create a right to a refund.
We do not cancel or refund orders once placed, including orders placed minutes earlier, because production and allocation are committed as soon as the order is received.

If the waiting period does not suit you, please do not place an order.

2.1 Orders cannot be cancelled

Once payment is processed, your order enters production and allocation and cannot be cancelled, amended or refunded. Requests to cancel will be declined.

2.2 Delivery address accuracy is your responsibility

You are responsible for entering a complete and correct delivery address. We are not liable and no refund or replacement will be issued where:

the address supplied was incorrect, incomplete or outdated
the recipient name was wrong or unrecognised at the address
delivery failed because nobody was available to receive the item
the parcel was refused, returned to sender or abandoned
the parcel was held by the courier and not collected within their holding period
the parcel was marked delivered by the courier and subsequently went missing from the delivery location, was stolen, or was taken by another person (unless Shipping Protection was added to the order, see Section 5)

If an address correction is required after dispatch, or if a parcel is returned to sender due to an address error, any re-delivery, re-shipping or storage fees are payable by you.

3. Order acknowledgements you make at checkout

By completing your purchase you confirm that you:

have read the full product description, specifications and dimensions
understand the item is made to order with an estimated delivery window of 7 to 10 days from dispatch, up to 15 days
accept that all sales are final and that change-of-mind refunds are not available
accept that the pourer is hand-blown glass that must be hand washed, kept out of the dishwasher and microwave, and handled as you would any glass decanter
understand that minor variation in colour, finish, texture and grain between the product photography and the delivered item is normal and is not a defect
understand that screen calibration differences mean on-screen colour may not exactly match the physical item
agree to inspect your delivery and report any damage within the timeframe in Section 4
agree to contact us and complete our claims process before opening any payment dispute or chargeback

4. Damaged, defective or incorrect items

This is the sole basis on which we issue refunds or replacements. We stand behind our product, and if it arrives damaged or faulty we will make it right.

4.1 Inspect on arrival

You must inspect your order immediately upon delivery.

4.2 Report within 48 hours

All damage, defect and incorrect-item claims must be submitted to naughtypour@outlook.com within 48 hours of the delivery timestamp recorded by the courier.

Claims submitted after 48 hours will not be accepted, because we cannot verify whether the damage occurred in transit or after delivery while the item was in your possession.

4.3 Evidence required

A claim cannot be assessed and will not be approved unless all of the following are supplied in your first email:

your order number
clear, well-lit photographs of the damage or fault, in focus, showing the affected area close up
a wider photograph showing the damaged part in the context of the whole item
photographs of the outer shipping carton from all sides, including any crush, puncture or water damage
a photograph of the shipping label on the carton
a photograph of the packaging inserts as they were found
for an incorrect item, photographs of the item received alongside the label

Incomplete claims will be returned to you for the missing evidence. The 48-hour window applies to your initial claim, not to the completion of your evidence, provided you respond to our follow-up requests within 5 days.

4.4 Keep the packaging

Do not discard any packaging until your claim is fully resolved. Freight carriers require original packaging to process a damage claim. Disposing of the packaging before your claim closes will void the claim.

4.5 Assessment and outcome

We will acknowledge your claim within 2 business days and issue a decision within 5 business days of receiving complete evidence. Where a claim is approved, we choose the remedy at our discretion, being one of:

dispatch of a free replacement part
dispatch of a free replacement item
a partial refund proportionate to the fault, where the item remains usable
a full refund

Where a replacement part resolves the fault, a replacement part is the remedy provided. A full refund is not automatic.

4.6 What is not a defect

The following are expressly not defects and will not be accepted as a damage claim:

minor cosmetic marks, scuffs or surface blemishes not visible at normal viewing distance
minor variation in colour, tone, texture or finish from the product photography
dust, fingerprints or packing residue that cleans off
minor packaging damage where the item inside is undamaged
small variations in stated dimensions within normal manufacturing tolerance
tiny seed bubbles, faint seams, slight ripples or a small pontil mark in the glass, which are normal in hand-blown glass and are part of each piece
small variation in size, wall thickness, curve of the neck or shape of the bulbs between units, within about 10 percent of the stated dimensions
the pourer not sitting perfectly level on an uneven surface
water spots, wine staining or cloudiness from leaving liquid in the pourer or from dishwasher use
breakage, cracks or chips that occur after delivery, including from knocks, drops, thermal shock (very hot liquid into a cold pourer or the reverse), freezing, microwave or dishwasher use
scratches to the gift box or insert where the pourer inside is undamaged
damage caused by unauthorised modification, repair or the use of non-supplied parts
normal wear and tear after use
damage caused by storage in damp, humid or extreme-temperature conditions

5. Optional add-ons purchased with your order

The following are optional services you can add in the bundle picker before checkout. They are services provided by us, not insurance policies, apply only to the order they were bought with, and are non-refundable once the order has been dispatched. Claims under this section go to naughtypour@outlook.com with your order number.

Shipping Protection

What it covers: if your parcel is confirmed lost in transit, is stolen or missing after a carrier delivery scan, or arrives damaged, we send a replacement or refund you in full, without the carrier-claim process and without asking for delivery evidence from you. One replacement or refund per protected order. How to claim: email us with your order number within 48 hours of the delivery scan (theft or damage) or within 7 days of the end of the delivery window (loss in transit). Not covered: parcels sent to an address you entered incorrectly, parcels refused or not collected, duties and taxes, and change of mind.

30-Day Money Back Guarantee

This is the only change-of-mind exception on this store, and it applies only where the guarantee was bought with the order. What it covers: you may return the pourer within 30 days of the delivery scan for a refund of the product price, with return postage on us. The pourer must be unused, clean, dry and repacked in its moulded insert and gift box with the care card, and you must email us for a Return Authorisation first; the process in the Returns section applies. Not covered: pourers that have been used, pourers returned incomplete, broken in return transit through poor packing, or without the original packaging, and the guarantee price itself, which is non-refundable.

Mystery Box

What it is: one surprise party or bar extra chosen by us, with a retail value of NZ$70 or more, packed in with your pourer. Every box is different. Not covered: the contents cannot be chosen, swapped, exchanged or returned, and the Mystery Box price is non-refundable once the order has been dispatched. If the extra arrives damaged, the 48-hour claim process in Section 4 applies to it in the same way as to the pourer.

6. Returns process (approved claims only)

Do not send anything back without a Return Authorisation. Items returned without prior written authorisation will not be accepted, will not be refunded, and will be disposed of after 14 days.

Where a return is required as part of an approved claim:

Email naughtypour@outlook.com with the evidence listed in Section 4.3.
If approved, we will issue a Return Authorisation (RA) number together with written return instructions and the return destination. The return destination is supplied only with an approved RA and is not published.
The item must be returned in its original packaging, with all parts, hardware, inserts, accessories and manuals (the glass pourer, the moulded insert, the gift box and the care card), in the condition it was received.
The RA number must be clearly marked on the outside of the parcel.
Returns must be dispatched within 7 days of the RA being issued. RAs expire after 7 days.
For approved damage, defect and incorrect-item claims, we cover return shipping. In all other cases return shipping is at your cost and is non-refundable.

Returned items are inspected on arrival. Where an item is returned:

incomplete, with parts missing
without original packaging
with damage beyond that reported in the claim
showing signs of use, wear or attempted repair
outside the RA window

we may decline the refund entirely or apply a deduction reflecting the loss in value.

7. Non-returnable items

The following cannot be returned or refunded under any circumstances:

items purchased on sale, clearance or with a promotional or launch discount code
gift cards
custom, personalised or made-to-order items
items reported outside the 48-hour damage window
items returned without a valid Return Authorisation
items that have been used, absent an approved defect claim
items damaged after delivery
free or bonus items included with a bundle, which hold no independent refund value

8. Exchanges

We do not operate an exchange programme. Where a replacement is warranted under an approved claim in Section 4, a replacement will be issued directly.

9. Refund processing

Where a refund has been formally approved in writing by us:

refunds are issued to the original payment method only. We cannot refund to a different card, account or person.
refunds are processed within 10 business days of approval, or within 10 business days of our receipt and inspection of an authorised return where a return was required.
your bank or card issuer may take a further 5 to 10 business days to post the funds. This period is outside our control.
original shipping charges are non-refundable, except where the entire order is refunded due to our error.
where a discount code, bundle price or promotional rate was applied, the refund is calculated on the amount actually paid, not the recommended retail price.
where part of a bundle is refunded, the remaining items are re-priced at their standard individual rate and the refund is adjusted accordingly.
refunds are issued in the currency and amount originally charged; exchange-rate movement between the charge and the refund is set by your bank and is not something we can adjust.

If more than 15 business days have passed since we confirmed your refund in writing and you have not received it, contact naughtypour@outlook.com with your order number.

10. Payment disputes and chargebacks

We take unauthorised payment disputes seriously.

You agree to contact us at naughtypour@outlook.com and allow us a reasonable opportunity to resolve any issue before initiating a chargeback, payment dispute or claim with your bank, card issuer or payment provider.

Please note:

a delay within or reasonably beyond the disclosed delivery window is not a valid basis for a dispute, as you accepted that timeframe as a condition of purchase
a change of mind is not a valid basis for a dispute
where a dispute is raised, we will supply the payment provider with full evidence, including your order record, timestamped proof of your acceptance of these terms at checkout, the delivery timeframe shown to you before payment, the full communication history and courier tracking and delivery confirmation
raising a fraudulent or bad-faith dispute, including a dispute claiming non-receipt of goods confirmed as delivered by the courier, may result in your details being submitted to the payment provider and in the loss of any remedy otherwise available to you under Section 4
accounts associated with fraudulent disputes may be blocked from placing future orders

Contacting us first is always faster than a dispute, and in almost every genuine case we resolve it directly.

11. How to contact us

All claims, returns and refund enquiries must be submitted by email to:

naughtypour@outlook.com

Please include your order number in the subject line. We respond to all enquiries within 24 to 48 hours on business days. Claims submitted through social media comments or direct messages are not monitored for claim purposes and do not satisfy the notification requirements in this policy.

12. Changes to this policy

We may update this policy at any time. The version published on this page at the time you place your order is the version that governs your purchase. We recommend saving or printing a copy with your order confirmation.

13. Your statutory rights

Nothing in this policy limits rights you have under the consumer protection law of your country that cannot be excluded by agreement. Where such a law gives you more than this policy does, the law applies.