Refund & Returns Policy – Formello

At Formello, each piece of lolly art is made to order right here in New Zealand. Because of this, we can’t accept returns if you simply change your mind. However, if your piece arrives damaged, defective, or incorrect, we’ll make it right.

Damages and Issues

Please inspect your order when it arrives and contact us within 7 days of delivery if the item is damaged, faulty, or if you’ve received the wrong piece. Send us your order number and photos at hello@formello.co.nz, and we’ll arrange a replacement.

If a replacement cannot be fulfilled, we will then issue a refund.

Exceptions / Non-Returnable Items

• Because every piece is made to order, we cannot accept returns for change of mind.
• Sale items and gift cards are non-returnable.

Exchanges

Because our pieces are made to order, exchanges aren’t standard policy. If you would like to get in touch with us about this, you can email us at hello@formello.co.nz.

Refunds

Refunds will only be provided if a replacement cannot be fulfilled. Once approved, we'll process your refund back tot your original payment method. Refunds usually appear within 1-3 business days, through your bank or card provider may take slightly longer.

Consumer Rights

This policy does not limit your rights under the Consumer Guarantees Act 1993 (NZ). If a product is faulty, you are entitled to a repair, replacement, or refund.

For any return or refund questions, reach us at hello@formello.co.nz.