Refund policy

Returns

  • We have a 30-day return policy. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
  • To be eligible for a return, your item must be unused and in the same condition that you received it in. It must also be in the original packaging.
  • You must also have the receipt on hand or proof of purchase.

Refunds

  • 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 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
  • Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
  • If more than 15 business days have passed since your return was approved, please contact us at info@tekohae.co.nz

Faulty or Damaged Goods

  • Should your order arrive faulty or damaged, please contact us within five days of receiving your item to info@tekohae.co.nz including a photo of the damage/fault. If a replacement is available it will be sent out to you at no charge.
  • For items damaged in transit, please keep all packaging for claiming purposes.

Exchanges

  • We only replace items if they are defective or damaged.
  • If you need to exchange your product for the same item, send us an email at info@tekohae.co.nz

Exceptions / Non-returnable Items

  • Certain types of items cannot be returned, like custom products (such as special orders or personalised items), and personal care goods (such as beauty products).
  • We also do not accept returns for hazardous materials, flammable liquids, or gasses. Please get in touch if you have questions or concerns about your specific item.
  • We do not accept returns on sale items or gift cards.

Wrong Address

  • Te Kohae is not responsible for shipping addresses that are entered incorrectly at checkout and will not replace these items once they are shipped. Please check and make sure you have entered the correct shipping address.

How to Process a Return

  • To start a return, you can contact us at info@tekohae.co.nz
  • Items sent back to us without first requesting a return will not be accepted.
  • You will be responsible for paying for your own shipping costs for returning your item.
  • If you are shipping an item back to us it needs to be trackable shipping or you need to purchase shipping insurance.
  • We cannot guarantee the receipt of your returned item if we don’t have a tracking number.

You can always contact us for any return questions at info@tekohae.co.nz

Last update: 28 December 2022