Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@hazeloak.co.nz. Please note that returns will need to be sent to the following address: PO Box 15330, Hamilton 3244, New Zealand. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@hazeloak.co.nz.
Damages and issues
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.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@hazeloak.co.nz. For change of mind purchases original shipping is non-refundable and customers are responsible for return shipping. A full refund will be provided for defective or not as described items.
Consumer Law Rights
Our policies, including those related to returns, refunds, and warranties, are in addition to, and do not limit or exclude, your rights and remedies under the the New Zealand Consumer Guarantees Act 1993 (CGA), as applicable. Where there is any inconsistency between our policies and the CGA, the provisions of the CGA will prevail. This means that you may have rights and remedies available to you under the applicable legislation that are not mentioned in our policies.
- Returns: While our policy may state a specific timeframe for returns, your rights under the CGA regarding faulty goods may extend beyond that timeframe.
- Refunds: We may offer refunds under certain conditions, but your entitlement to a refund for faulty goods or services is ultimately determined by the CGA.
- Warranties: Our voluntary warranties are in addition to, and do not limit, your rights under the CGA relating to acceptable quality/merchantable quality, fitness for purpose, and correspondence with description.
Changes to this Policy
We reserve the right to modify this policy at any time. Any changes will be posted on this page. It is your responsibility to review this disclaimer periodically for any updates. By using this website, you agree to the terms of this disclaimer.
Contact Information
If you have any questions regarding this disclaimer, please email us at sales@hazeloak.co.nz.