Refund Policy

Thank you for shopping at www.timbertraycraft.com. We are committed to providing high-quality wooden serving trays and tableware. This Refund and Returns Policy outlines your rights and our procedures regarding cancellations, shipping, returns, and refunds.

This policy is governed by the laws of New Zealand and complies with European Union (EU) and United Kingdom (UK) consumer protection regulations, including the EU Consumer Rights Directive. All transactions and shipments to Europe are processed on a Delivered Duty Paid (DDP) basis, meaning all applicable import duties, taxes, and customs clearance fees are covered prior to delivery.

1. Shipping, Order Processing, and Delivery
   All orders are dispatched from our facility in New Zealand and shipped directly to destination addresses in Europe. We partner with reliable priority express carriers, including DHL Express, FedEx Priority, and UPS Priority, to manage transit.

Order Processing Time: Orders are processed and prepared for shipment within one to three (1–3) business days from the date of purchase.

Estimated Delivery Time: Once dispatched, orders typically arrive within 5–10 business days.

Tracking and Notifications: Automated tracking notifications are sent to the email address provided at checkout during key milestones, including order dispatch, arrival at major transit hubs, and local delivery initiation.

Delayed Deliveries: In the event that a shipment exceeds the standard estimated delivery timeframe, we will initiate a formal investigation with the respective carrier. Depending on the verifiable outcome of this investigation, we will either arrange for a full refund of the order or issue a replacement shipment.

2. Right of Withdrawal (14-Day Cooling-Off Period)
   In accordance with European consumer protection laws, customers residing in the European Union or the United Kingdom have the right to withdraw from their purchase contract within 14 days from the date on which they, or a third party designated by them, take physical possession of the goods.

To exercise this right, you must inform us of your decision to withdraw by sending an explicit notification via email to serving@timbertraycraft.com within the 14-day window.

Upon acknowledging your request, we will provide instructions for returning the item. European customers must return the products to our designated facility at the following address:

57 Commerce St, Kaitaia, Far North 0410, New Zealand

Return Conditions: Items must be returned in their original condition, unused, and in their original packaging. The customer is responsible for the direct costs of returning the goods, unless the item was delivered damaged or defective.

Refund Processing: We will process the refund using the original payment method within 14 days of receiving the returned goods at our designated facility, or upon receiving proof that the goods have been sent back.

3. Damaged, Defective, or Incorrect Goods
   We take care to ensure our wooden tableware products are properly packaged for international transit. However, if a product arrives damaged, defective, or incorrect, you are entitled to a full refund or a replacement.

Reporting Period: Please notify us within 14 days of delivery by emailing serving@timbertraycraft.com.

Required Documentation: Please include your order number and clear photographic evidence demonstrating the damage or defect.

Resolution: Once the evidence is verified and formally approved by our customer service team, we will process a full refund or arrange a replacement shipment. At our discretion, you may not be required to return the damaged item to us.

4. Accepted Methods of Payment
   All transactions on our website are processed securely. We accept the following payment methods at checkout:

Credit and Debit Cards: Visa, Mastercard, and American Express.

Digital Wallets & Alternative Payment Methods: Apple Pay, Google Pay, and standard electronic wallets supported at our checkout.

Refunds will only be credited back to the original payment method used during the initial purchase. Please note that banks and card issuers may require additional business days to process and post the credited funds to your account once we have initiated the refund.

5. Corporate Information
   This website and its e-commerce operations are operated by KASTARA ENTERPRISES LIMITED, a registered company in New Zealand.

Company Name: KASTARA ENTERPRISES LIMITED

Registration Numbers: 9374151 / 9429053149237

Registered Address: 57 Commerce St, Kaitaia, Far North 0410, New Zealand

Contact Telephone: +64 94084320

Customer Support Email: serving@timbertraycraft.com