Refund policy

Faulty or Damaged at time of purchase

We only replace items if they are defective or damaged at time of purchase. If you need to exchange it for the same item, send us an email at riana@handzon.co.nz. If a like for like replacement is possible, the item will be replaced. If a replacement is not possible, a refund will be issued. 

If your item was damaged or faulty at time of purchase, we reserve the right to inspect the item and make a decision on whether a replacement or refund will be issued. If there is evidence that the item has been damaged after purchase, no refund or replacement will be made.

Returning a faulty item to us: Contact us first by email or phone, and if agreed, send it back to us. If we agree the the item was faulty at time of purchase, we will refund the cost of the item as well as your shipping cost.

Change of Mind Returns or Exchanges

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t 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. It must also be in the original, unopened packaging. The packaging must be in original condition and no seals broken.

We do not accept returns or exchanges of these items

  • Gift cards
  • Downloadable software products
  • Knitting needles, crochet hooks, needles, knitting and crochet tools
  • Sewing tools
  • Yarn and thread of any kind
  • Books
  • Patterns
  • Cut fabric, stabilisers or batting
  • Sale items - Only regular priced items may be refunded, unfortunately sale items cannot be returned, exchanged or refunded.

To complete your return, we require a receipt or proof of purchase. This could be a till receipt, online purchase receipt or an entry from our database (make sure we enter your name when you checkout).

Before sending a return, please make contact with us so we could advise what the best course of action would be. Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
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 your return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a week from approval.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company - it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at riana@handzon.co.nz.

 

Shipping

To return your product, you should mail your product to:

Handzon, 47 Kippenberger Avenue, Rangiora, 7400, New Zealand.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.