Returns, Refunds & Cancellations
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item (excludes all memberships and creative session bookings) to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, within its original packaging. We do not accept returns due to a change of mind.
To start a return, you can contact us at info@haututuaotearoa.nz.
Please note that returns will need to be sent to the following address:
Whare Hau Tutū, c/- 10 Myrtle Street, Hamilton East, Hamilton 3216
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not New Zealand, shipping your goods may take longer than expected.
You can always contact us for any return questions at info@haututuaotearoa.nz.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. 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.
Refunds
We will notify you once we’ve received and inspected your return to 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 the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@haututuaotearoa.nz.
Cancellations
We acknowledge that after booking casual sessions, registration for workshops, and private workshops that circumstances may change for a number of reasons. Our cancellation policy is:
Casual Sessions:
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To cancel your session, you must do with a minimum of 12 hours' notice via email to info@haututuaotearoa.nz or your session and subsequent payment will be automatically forfeited.
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You must rebook your session within two weeks or forfeit your session and subsequent payment.
Registrations for Workshops:
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Registrations for workshops and events are non-refundable and not transferable.
Private Workshops
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Deposits of a minimum of $100 are non-refundable.
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Private workshops may be transferred to another date in agreement with Hau Tutū Aotearoa and must be held within 1 month of original booking. No further changes permittable.