Refund policy

1. Returns (Excluding Vanities & Luna/Hudson Mirrors, Baths & Basins)

Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To request a refund, please visit your account page, find your order and click "Request return" to get started.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. It is your responsibility to arrange, track and pay for the shipping/courier costs of the items you want to return, see point 7 below for more details.

Non-returnable items:

• Gift cards
• Final Sale items
• Custom made products (unless checked and deemed as faulty)

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: (if applicable)

1. Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
2. Any item that is returned more than 30 days after deliver

2. Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

3. Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at orders@csstudios.co.nz

4. Sale items (if applicable)

Only regular/full priced items may be refunded, unfortunately sale items cannot be refunded.  All transactions on sale items are final so please choose carefully.

5. Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders@csstudios.co.nz. Please see our warranty policy below.

6. Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

7. Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

8. C S Studios Warranty & Care Policy

Warranty Policy

At C S Studios, we stand behind the quality of our products. We take pride in crafting quality timber-framed mirrors, timber handles, and hardware designed to last for years with proper care. Some of our products are made using natural materials, so variations in grain, tone, texture, and movement are part of the character and beauty of real timber.

Warranty Coverage

We warrant our products against defects in materials and workmanship under normal residential use from the date of delivery:

Product Type	Warranty Period
Timber frame mirrors (Luma, Archway, Kara, Haven)	2 years
Timber handles, hooks, shelves & hardware (made by C S Studios)	2 years
Off-the-shelf products (handles, hooks, hardware not manufactured by us)	12 months
Hardware components & fixings	12 months
Commercial installation	12 months
Eden Stone Baths & Basins	See warranty information below
The Custom Creative Vanities & Mirrors	See warranty information below

This warranty covers defects in materials and workmanship under normal residential use.

We will repair, replace, or refund (at our discretion) any product deemed to have a manufacturing fault.

This warranty is non-transferable and applies to the original purchaser only.

Natural Timber

Timber is a natural material. Variations in grain, tone, knots, and movement are expected and not considered defects. Changes over time due to light, temperature, and humidity are normal.

Warranty Exclusions

This warranty does not cover:

• Normal wear and tear
  
• Scratches, dents, or accidental damage
  
• Improper installation or misuse
  
• Moisture, water, or environmental damage
  
• Use of harsh chemicals or incorrect cleaning methods
  
• Timber movement, colour change, or natural characteristics
  
• Modifications or repairs by third parties
  
• Outdoor use or high-moisture environments unless approved
  

Claims

To make a claim, contact orders@csstudios.co.nz with:

• Proof of purchase
  
• Description of the issue
  
• Photos of the product

We may request further information to assess the claim.

9. C S Studios Products Care & Maintenance

Timber Products

• Dust regularly with a soft, dry or slightly damp cloth
  
• Wipe spills immediately and dry thoroughly
  
• Keep away from direct heat, sunlight, and high humidity
  
• Ensure good ventilation in bathrooms or damp areas

Mirrors

• Wipe condensation promptly
  
• Avoid moisture sitting on edges or behind frames
  
• Ensure adequate ventilation in bathrooms

Hardware

• Clean with a soft dry cloth
  
• Avoid excessive force or overtightening
  
• Keep away from moisture and harsh environments

Cleaning Guidelines

• Use only:
  • A soft cloth (dry or lightly damp)
    
  • Mild diluted soap if needed
    
    
• Do not use:
  • Abrasive cleaners or scouring pads
    
  • Bleach, ammonia, or solvents
    
  • Alcohol or citrus-based cleaners
    
  • Spray-and-wipe products or harsh chemicals

Always apply cleaner to the cloth, not directly onto the product. Use of inappropriate cleaning products may damage finishes and void the warranty.

10. Returns / Exchanges on the Custom Creative Vanities & Mirrors

The Custom Creative (who manufacture the vanities & mirrors) have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will endeavour to get back to you asap with a resolution. Once we have approved the return we will send you instructions on how to return the goods.

Please try to take photos where you can of the damage, if it is courier related, so then we can chase them up also.

Please make sure the item is unused, unaltered and is in the same condition and packaging as it was sent.

Once we receive the item back, we will then assess the item and repair, replace or refund the item. If the item is faulty or incorrect, we will cover the cost of return shipping and cover all shipping costs incurred in replacing the item. We will advise you via email once we have received your goods.

Please choose carefully, as we are not responsible for if you change your mind. If you are after more information or colour samples prior to ordering, then please get in touch. If you do happen to change your mind after receiving your order, we are more than happy to help out, however we will not cover the cost of return shipping back to us and then shipping of the new item, that will be at your cost. Also, if you change your mind after ordering and the goods are still in the production stage there may be an extra charge for materials if the original order has been started.

11. Warranty Information for The Custom Creative Vanities & Mirrors

Warranty Exclusions Include:

1. Our warranty does not cover water damage to vanities and mirrors due to improper care or maintenance and damage from general wear and tear.
2. Our warranty does not cover chipping to edges, accidental damage, cracking, or discoloration caused by improper use, damage to products being subject to high heat, damage from chemicals or physical damage.
3. Our warranty does not cover scratches, stains, or water damage from a scratch or stain. Our paint finish and timber sealant are water resistant but not waterproof as per point 1.
4. Our warranty does not cover if the vanity or mirror units have been damaged due to being incorrectly stored, moved, or modified in any way.
5. Any defects attributable in any way to importer installation, due to not being properly supported by reinforcement or correct wall anchors will not be covered.
6. Our warranty does not cover additional costs involved in repair or replacement e.g. Plumbing, electrical, tiles, basins, or flooring.
   
7. Our warranty is not transferable during the warranty period to any subsequent owner of the residence where the vanity and or mirror has been installed.
   
8. Our warranty does not cover the altering of the sealant or finish.
   
9. Our warranty does not cover an item that was purchased as a sample or second.
   Claims will not be accepted without proof of purchase within the 12-month period of purchasing.
   
10. Claims need to be made within a reasonable time frame from original purchase/delivery date. All products need to be checked within 3 days of receiving to ensure damage has not occurred during transit and delivery.
    
11. Our warranty does not cover damage resulting from an item being dropped onto any of the vanity or mirror surfaces before or after installation.
    

Agreeance

By agreeing to or accepting a quote, sales order, or invoice you are agreeing to the terms of this warranty. The Custom Creative does not warrant damages caused by daily use and general wear and tear.

It is important the proper care and maintenance is taken when cleaning your vanity and or mirrors and avoid abrasive cleaners and cloths.

12. Returns / Exchanges on Eden Stone Baths & Basins 

Refund policy on Baths & Basins

If the goods sold are a normal stock item and the order is cancelled before despatch, a full refund will be paid to your bank account subject to final approval.

Custom made goods or special orders may not be returned and refunded unless at C S Studios discretion.

If approved by C S Studios, goods that have already been delivered to the Customer may be subject to a 20% restocking fee prior to return to the warehouse plus other associated costs.

In any event, returns will not be accepted back if the goods AND the crate is not in it's original condition including original packaging

Goods on sale, whether on clearance ex showroom or stock cannot be returned.

13. Warranty Information for Eden Store Baths & Basins

Eden Stone Warranty Commitment

At Eden Stone, we take pride in crafting premium stone baths and basins designed for
beautiful living spaces. Our products are manufactured to a high standard, and when
installed and maintained correctly, are built to provide years of enjoyment. Natural
variation in stone composite finish is part of the beauty of the product and is not
considered a defect.

This warranty outlines the terms and conditions applicable to Eden Stone products.

1. Warranty Period
Eden Stone baths and basins are covered by a 2-year warranty from the date of delivery, provided that:

• The product is installed by a registered professional plumber / qualified tradesperson
• The product is installed indoors
• The product remains in its original installation location
• The product is not resold separately

Please note: Due to varying environmental and uncontrollable outdoor conditions, Eden
Stone baths and basins are not warranted for outdoor installation. If you do choose to use our products outside, we recommend contacting us for a custom cover which we can arrange to be made. The cover will not result in warranty of the product outdoors, but will provide you with some longevity.

2. What Is Not Covered
This warranty does not cover:

• Seals and/or washers
• Damage caused by neglect
• Water staining caused by failure to properly dry baths or basins after use
• Improper cleaning, inadequate care, or unsuitable maintenance
• Wilful or accidental damage
• Exposure to abnormal conditions
• Incorrect modification, repair, or alteration
• Use outside the product’s intended purpose
• Deterioration through normal wear and tear
• Installation completed by a non-qualified tradesperson

3. Additional Exclusions
This warranty does not cover:

• Installation or reinstallation costs associated with replacement products
• Costs associated with delayed delivery
• Products installed in dwellings supplied by bore water, well water, or underground water sources
• Products sold as store samples, display stock, ex-demo, or clearance items (unless otherwise agreed in writing)

These products are sold as-is and carry no warranty.

4. Product Use Conditions
Use of bath additives, salts, oils, bubble baths, or chemical solutions may void warranty cover.
Please contact Eden Stone prior to using any bath additive or solution if you are unsure of compatibility.

5. Warranty Claims
If you believe your product has a manufacturing fault covered under this warranty, please contact Eden Stone with:

• Proof of purchase
• Delivery date
• Installation details
• Photos of the issue
• Description of the fault

Eden Stone reserves the right to inspect the product and determine whether repair,
replacement, or another remedy is appropriate.

Eden Stone 2024 Limited
Premium Stone Bathware & Interiors
www.edenstone.nz