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| 6. Shipping and returns |
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PLEASE READ CAREFULLY
Orders
are processed Monday to Friday only. We enjoy a break on all public holidays.
We aim to despatch orders within 1 working day of payment. We will advise by email if we are out of stock or if there will be a delay for any item.
Shipping
We charge a flat $5.00 charge for courier delivery anywhere in New Zealand (this is usually less than our cost). There may be an additional charge for unusually large or very heavy orders - we will let you know if your order is unusually large or heavy and if there are any additional shipping charges. Freight for international orders is charged at cost and therefore varies with each order, depending on size, weight and speed of delivery. All shipping charges are non-refundable.
Delivery
will be generally Monday to Friday. We send all orders via CourierPost and can provide a tracking number upon request. A signature is required, so please provide a delivery address where someone will be available in daytime hours to receive the order. P.O. Box deliveries - yes we can. Saturday delivery and rural delivery (RD) are also possible but cost an additional $5.00 charge.
Returns and Exchanges Policy
We aim to sell only the best products in the best condition. If your order arrives with any sort of fault or damage, please contact us within 7 days of arrival to arrange the return of any faulty items and a full refund or replacement item(s).
We cannot accept returns if goods become unsuitable due to the receiver not being available, or if an incorrect delivery address was provided, or if you simply change your mind, however we will gladly exchange/refund any faulty items and will happily exchange clothing/shoes/accessories/etc that are the wrong size or colour.
There are also specific conditions related to returns/exchanges of the following products:
Smoker's Supplies and Herbal Highs
We will not accept returns or exchanges of used smoking pipes or accessories. For health and hygiene reasons, and due to the subjective nature of herbal highs and party pills, we cannot accept returns or exchanges for these items if they have been opened or consumed either in whole or in part.
Drug testing solutions
products that come in tamper-proof packaging can be exchanged, if they are un-used and still in their original, unopened, packaging. These are OSC, Quick Fix, Quick Fix Plus, Aqua Tabs, Absolute Detox drink, and Instant Additive (if packaging unopened). Unfortunately Urine Luck, Sub-Solution and Hair Follicle Shampoo do not have tamper-proof packaging and therefore cannot be returned.
Gift Certificates
We cannot accept returns or refunds of Gift Certificates, but they can of course be given to someone else.
Returns and Exchanges Instructions
Please contact us first. Return the invoice that is included with your shipment. You may want to make a copy for your records. Ensure any clothing/shoes/etc are unused, in original condition and still have their tags and packaging intact. Send the items you're returning to the address found on the invoice. If you cannot find the invoice, please email shop@hempstore.co.nz
We are not responsible for lost returns, so we strongly recommend that you use a "signature required" courier and track your return. We will arrange freight for returns of faulty items. For all other returns freight charges are the customer's responsibility and are non-refundable.
When we receive the returned item(s), we will either replace it with a new item, issue a store credit, or credit the original form of payment, at our sole discretion. The original shipping fees are not refundable. Returns and exchanges will be processed within 5 business days after we receive the returned item(s). Note: vaporisers and other electronic items may take longer to be assessed and repaired by an electrician. Once we receive the item(s), we will notify you by email of the refund, store credit or exchange. If the selected exchange item is not in stock, we will notify you of that fact.
We thank you for your custom!
Regards,
The Hempstore Crew.
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