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. If your return is accepted, we’ll send you instructions on how and where to send your package. 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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.
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 (Australia and New Zealand)
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 Australian Consumer Law (ACL) and the New Zealand Consumer Guarantees Act 1993 (CGA), as applicable. Where there is any inconsistency between our policies and either the ACL or the CGA, the provisions of the relevant consumer law will prevail based on where the goods or services are supplied. This means that you may have rights and remedies available to you under the applicable legislation that are not mentioned in our policies. These rights and remedies also apply to international customers where the supply occurs within Australia or New Zealand.
Returns: While our policy may state a specific timeframe for returns, your rights under the ACL or the CGA (depending on where the purchase was made) 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 ACL or the CGA, as applicable.
Warranties: Our voluntary warranties are in addition to, and do not limit, your rights under the ACL and the CGA relating to acceptable quality/merchantable quality, fitness for purpose, and correspondence with description.
General Shipping Information
We strive to process and ship your order as quickly as possible. However, shipping times are estimates only and are not guaranteed. Actual delivery times may vary depending on several factors, including but not limited to: destination and other external factors.
Shipping Subject to NZ Post Conditions
Our primary shipping carrier is NZ Post. Shipping is subject to NZ Post s& terms and conditions, service availability, and delivery schedules. We are not responsible for delays or issues caused by NZ Post, including but not limited to: service disruptions (e.g., weather events, natural disasters, industrial action), rural deliveries (which may take longer), and changes to NZ Post policies.
International Disruptions
For international shipments, delivery times can be significantly affected by various international disruptions, including but not limited to: customs delays (we are not responsible for any delays or related fees), international postal services (delays or issues with these services are outside our control), and global events (e.g., pandemics, political instability, natural disasters).
Customs Fees and Import Taxes for International Orders
As a New Zealand business, when we ship orders outside of New Zealand, they may be subject to customs fees and import taxes levied by the destination country. Please be aware that eBay may collect these charges at checkout for certain international destinations, particularly for lower-value goods. If these fees are collected by eBay at the time of purchase, you will see them included in your order total, and you should not need to pay them again upon arrival.
However, for some orders or destinations, customs fees and import taxes may not be collected by eBay at checkout. In such cases, you will be responsible for meeting these costs, if any, upon arrival of your package in the destination country. We recommend contacting your local customs office in the destination country for detailed information regarding potential fees and taxes before placing your order. Failure to pay these fees may result in delays or the return of your package to New Zealand.
Please note: The collection of customs fees and import taxes by eBay at checkout depends on various factors, including the destination country s regulations, the value of the goods, and eBay s policies. Always review your order details carefully at checkout to understand if these charges have been included in your total.
Order Cancellation Policy
In the event of a shipping disruption that prevents us from fulfilling your order, we will make reasonable efforts to contact you, via the email address or phone number associated with your account, and inform you of the situation. If no suitable alternative can be found, we reserve the right to cancel your order and issue a full refund. We will not be liable for any losses or damages you may incur as a result of an order cancellation due to shipping disruptions outside of our control.
Tracking
Where available, we will provide a tracking number. However, the accuracy and availability of tracking information are dependent on the shipping carrier.
Out of Stock Situations
We make every effort to keep our online inventory up-to-date. However, discrepancies can occur due to real-time sales, processing delays, or unforeseen circumstances. It is possible that an item you order may become unavailable after your order is placed but before it is processed. If an item you ordered is out of stock, we will take the following steps:
Notification: We will notify you as soon as reasonably practicable via the email address or phone number associated with your account.
Options: We may offer one or more of the following options:
Partial Shipment: If other items in your order are in stock, we can ship those items and issue a refund or store credit for the out-of-stock item.
Delayed Shipment: If the item is expected to be back in stock soon, we may offer you the option to wait for it to become available. We will provide an estimated timeframe, but this is not a guarantee.
Substitution: In some cases, we may suggest a similar product as a substitute. You are under no obligation to accept a substitution.
Cancellation and Refund: If none of the above options are suitable, we will cancel the order for the out-of-stock item and issue a full refund for that item. If the out-of-stock item was the only item in your order, the entire order will be cancelled.
Refunds
Refunds for cancelled items will be processed using your original payment method. Please allow a reasonable time for the refund to appear in your account, as processing times may vary depending on your bank or payment provider.
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.
