Returns & Deliveries

Please choose carefully as we do not provide a refund if you have changed your mind about a particular purchase.

We have a 30-day return policy which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt as part of proof of the original purchase.

All claims should be in writing within 48 hours of delivery. Returns of faulty goods must be returned to us within 14 days of being received by you.

Custom orders cannot be canceled once the order is placed.

REQUESTING A RETURN

We will not accept returns for any non-faulty items based on the following:

Any condition resulting from use other than ordinary residential use or any use for which the product was not intended, such as permanently located outdoors with directly exposed to the elements, or in unrestricted public places, unless agreed to by hono in writing at the time of sale.
Any condition resulting from incorrect or inadequate maintenance or care
Damage resulting from misuse, abuse, negligence, abnormal use, or customer accident
Dissatisfaction due to buyer’s remorse (after expiry of our 30-day Return period)
Normal wear and tear
Damage incurred during assembly, disassembly, transport or maintenance.
Items sent back to us without first requesting a return will not be accepted.
We cannot accept returns on sale items or gift cards.

If your return is accepted, you will be responsible for paying for your own delivery costs for returning your item. Delivery costs are non-refundable.

If required, we can supply you with a return delivery label that will be deducted from your refund.
You should consider using a trackable delivery service or purchasing delivery insurance. We don’t guarantee that we will receive your returned item.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
You can always contact us for any return questions at sales@hono.nz

DAMAGES AND ISSUES

Please ensure you inspect the goods prior to signing acceptance on any documentation. hono cannot accept responsibility of damaged goods if the goods have been signed for upon delivery. Please contact us immediately if the item is defective, or damaged, or if you receive the wrong item, so we can make arrangements for the item to be returned and repaired/replaced by our hono team.

EXCHANGES & REPLACEMENTS

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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

If you wish to be sent a replacement, please make your request clear when contacting sales@hono.nz about the fault.

In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the value of the item.

Please note that this is only available to the original purchaser and is not transferable to any other person.

SHIPPING & DELIVERY

Freight costs are calculated by the total cubic meterage of your order and will be calculated by our hono team once they receive your order. You will be notified of the freight pricing in an emailed quote in which you can then confirm.

In addition to the manufacturing timeframe, please allow planning and logistics of the freight company, approximately:

1-5 working days for delivery within the Bay of Plenty
5-10 working days for delivery to the South Island and the rest of New Zealand

Any delivery times provided by hono are estimates and provided in good faith and are not a binding contract to deliver by a specified time.

EXPORT RETURNS - EUROPE

European Union 14-day cooling off period.
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.