Refund policy

Returns and Refunds Policy

Your satisfaction is our priority

At Harpella, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, we're here to help. This policy outlines our returns and refunds process.

Our Return Policy

We accept returns within 30 days of purchase for products that meet the following conditions:

Products are unused and in their original condition
Products are in their original packaging
Seals and safety features are intact
You have proof of purchase (order confirmation or receipt)

Items That Cannot Be Returned

For health and safety reasons, we cannot accept returns on:

Opened or used products
Products with broken seals
Sale or clearance items (unless faulty)

How to Return an Item

Step 1: Contact Us

Email us at Support@harpella.co.nz with your order number and reason for return. We'll respond within 1-2 business days with return instructions.

Step 2: Package Your Return

Securely package the item in its original packaging. Include your order confirmation or receipt.

Step 3: Send Your Return

Ship the item to the address provided in our return instructions. We recommend using a tracked shipping service.

Refunds

Once we receive and inspect your return, we will:

Send you an email confirmation
Process your refund within 5-7 business days
Refund to your original payment method

Please note that it may take additional time for your bank or credit card company to process the refund.

Return Shipping Costs

Change of mind: Customer is responsible for return shipping costs
Faulty or incorrect items: We will cover return shipping costs

Exchanges

We currently do not offer direct exchanges. If you would like a different product, please return your original item for a refund and place a new order.

Damaged or Faulty Items

If you receive a damaged or faulty item, please contact us immediately at support@harpella.co.nz with:

Your order number
Photos of the damaged or faulty item
Description of the issue

We will arrange a replacement or full refund, including return shipping costs.

Your Consumer Rights

Under the Consumer Guarantees Act 1993, you have rights to repair, replacement, or refund for products that are not of acceptable quality or fit for purpose. These rights cannot be excluded by our returns policy.