Product is Not Suitable

Should your order not be suitable, we will happily provide a refund, store credit or exchange subject to the following conditions:

• Contact is made with Haakaa within 14 days of delivery
• Goods are dispatched back to us within 7 days of us providing return instructions
• Goods are unused and in their original condition and packaging, with seals, tags and accessories intact
• Returned goods are accompanied by proof of purchase

Non-refundable Items and Change of Mind Returns

Clearance and Final Sale items, gift cards and personalised products are not eligible for change-of-mind returns.

Change of Mind Returns: We're happy to accept change of mind returns on unopened items in their original packaging. Please contact our customer service team to organise your return before sending. Return postage or courier costs are at the customer's expense, and original delivery charges are not refundable. For hygiene reasons, some products cannot be returned for change of mind once the packaging or hygiene seal has been opened — the full list is set out in our Returns & Refunds Policy.

These exclusions apply only to change-of-mind returns. They do not apply if a product is faulty, unsafe, incorrectly described or incorrectly supplied.

Faulty Goods

Australian Consumer Law notice
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If goods are faulty, we will meet our obligations under the Australian Consumer Law. Proof of purchase is required, and we may ask for photographs or other information to help us assess the issue.

Where a product is confirmed to be faulty, unsafe, damaged in transit or incorrectly supplied, we will provide a prepaid return option or reimburse reasonable return postage. Your rights are not limited to the 14-day change-of-mind period.

For any further questions, please email customerservice@haakaa.co.nz.