Refund policy

Section 1 - Returns

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we cannot 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 packaging.

To complete your return, we require a receipt or proof of purchase. There are certain situations where only partial refunds are granted (if applicable). Any item not in its original condition, is damaged or missing parts for reasons not due to our error, or any item that are returned more than 14 days after delivery will not be refunded or exchanged.

Section 2 - 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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Section 3 - Late or missing refunds (if applicable)

If you haven’t received a refund yet, first:

• check your bank account
• 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 have completed the above steps and still have not received your refund, please contact us at tetii@ngaituhoe.iwi.nz

Accommodation Cancelations

Cancellations

If you cancel your bookings after making full payment, our refund policy applies. You may cancel your booking up to two weeks (14 days) prior to your arrival date. If cancellations are made within 14 days of your arrival date, this results in a 50% penalty fee of the total costs.

Changes

Changes to the date and time to your booking are allowed prior to your arrival. Any changes to the booking which incur an increase in price, will require you to pay the difference between the original price and the new price. However, if these result in a decrease in price, you may be eligible for a refund. All changes are subject to availability. 

Section 4 - Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Section 5 - Exchanges (if applicable)

We only replace items if they are defective or damaged. 

Section 6 - Shipping

To return your product, we will give you the postal address to post the product. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

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