Refund policy
Hāpua – Returns, Exchanges & Refund Policy
Key Terms
- Final Sale: Items listed as FINAL SALE in the product title or description are not eligible for return, exchange, or refund unless found to be faulty (see Section 5). This includes all discounted or promotional items clearly marked as final sale when purchased.
Pre-Order: Products labeled as PRE-ORDER are bought ahead of time, either made to order or shipped at a later date. All pre-orders are treated as final sale and cannot be cancelled, returned, or exchanged unless deemed faulty as outlined in Section 5.
Return: Sending an item back to us due to reasons such as it not fitting, being unwanted, or suspected to be faulty. Returns are accepted only under the guidelines provided in this policy.
Exchange: Swapping an item for the same style in a different size or colour, depending on availability. We do not facilitate exchanges for different items or styles.
Refund: A payment returned to the customer for an approved return. Refunds are only issued for faulty items (see Section 5) or at Hāpua’s sole discretion.
Store Credit: A non-expiring credit balance that can be used towards a future purchase. Store credit may be issued for eligible returns where a refund is not applicable.
2. Returns & Exchange Eligibility
We may offer store credit or an exchange under the following conditions:
The item is returned within 7 working days of delivery
It is in unused, unworn condition
It still has original tags and is returned in its original packaging
All return shipping costs must be covered by the customer, and we require all returns to be sent with tracking. Hāpua reserves the right to decline returns that do not meet these requirements. Refunds are granted solely at our discretion on a case-by-case basis.
3. Pre-Orders
Items purchased as pre-orders are made in advance of production or shipment and are considered final sale. Once your pre-order arrives in New Zealand, we can offer the following:
An exchange if the item is the wrong size and the requested size is available
Store credit if the size needed is unavailable and the item is no longer wanted
Refunds for pre-orders are only available if the item is faulty, as explained in Section 5.
4. Final Sale Items
All products marked FINAL SALE — on the website or through promotional content — are not eligible for return or exchange. This includes but is not limited to:
FINAL SALE items
PRE-ORDER items
Gift vouchers (refer to Section 11)
Jewellery (see Section 12)
No refunds will be issued unless the item is faulty.
5. Faulty or Damaged Products
Please check your order as soon as you receive it. If you believe your item is damaged or faulty, email us at info@hapua.com with:
Your order number
A clear description of the issue
Photos that show the fault clearly
Claims must be made within a reasonable timeframe. If the item is confirmed to be faulty, Hāpua will choose whether to repair, replace, issue store credit, or provide a refund.
6. Incorrect Orders
If we’ve sent you the wrong item, we’ll cover the return shipping and promptly send out the correct product. Please email info@hapua.com with your order number and a description of the issue.
7. Wear & Tear
General wear and tear does not qualify as a fault. If an item is damaged after 30 days from the purchase date, it will be considered normal use and won’t be eligible for return, repair, or refund.
8. Condition of Returned Items
Items returned due to faults must be clean. We are unable to accept returns that are soiled or unwashed.
9. Exchange Process
Exchanges are processed once we’ve received and reviewed the returned item.
10. Change of Mind
We do not offer returns or exchanges for:
A change of mind
Choosing the wrong product
Please make your selections carefully before placing an order.
11. Gift Vouchers
Gift vouchers are final sale, non-refundable, and never discounted.
12. Jewellery
All jewellery purchases are final. These items are non-returnable and non-exchangeable unless they arrive faulty.
13. Wrong size. Please be carful when chosing sizes as we do not offer exchanges or refunds for a sizing issue. It will be solely up to Hāpua if a exchange/refund will happen. Going on a case-by-case basis. Please chose carefully
