Refund policy

Refund Policy

Custom Products:

• All custom-built products are non-refundable, as they are made to your specific requirements.
• If you receive a product that is significantly different from what was promised, we will open an investigation.

Our Commitment:

• If a mistake was made by Arch House Limited, we will either fix the issue or create a new product for you.
• Upon receiving your product, inspect it immediately. Any issues must be reported within 24 hours of delivery.
• Reports made after 24 hours will not be accepted.

Important Notes:

• No refunds or repairs will be offered if the product has been modified (e.g., painted or altered).
• If we cannot reach a satisfactory resolution, we may replace the item or issue a full refund. You may be required to return the product at your own cost.
• If the product was insured and arrived damaged, please contact the shipping company directly to lodge a claim.

Over 99% of our products are delivered successfully and to full satisfaction—only less than 1% of our customers request a refund.

For refund inquiries, email: info@archhouse.co.nz
Please include your invoice number in the subject line