Refund policy

At Hanmer Woolshed, we are committed to providing premium quality products and exceptional service. We take pride in the quality and performance of our New Zealand-made products.

You can return items within 7 days of delivery for a refund or to exchange them for something different. Items will be inspected upon receipt, and must be in original condition, unworn, unwashed, with tags attached to be eligible for a refund or exchange. No damage or alterations should be present, including stains, smells (e.g., cosmetics, tobacco, perfume, deodorant, washing powder), or other products. Hanmer Woolshed reserves the right to deny a refund or exchange if the item is not in original condition (unless returning due to a manufacturing fault). Items are your responsibility until received by us. Shipping of returns is at your expense. We recommend using a postal service that allows you to track your returning parcel and insures you to the value of the product you are returning.

Please allow 2-3 working days for the processing of your return once received.

Please choose carefully when purchasing sale items; credits and refunds will not apply to these items unless faulty.

All returns must be accompanied by the original order number. Returns that do not have the original number included will not be accepted. When a refund is issued, it is only for the cost of the items less any fees we have been charged. The original shipping charge and any taxes incurred on arrival in your country are non-refundable.

PLEASE NOTE: For health and safety reasons, we do not accept returns or exchanges on Men's Boxers and Ladies' Briefs unless due to a genuine manufacturing fault.

If you need further help with your return or exchange, please do not hesitate to contact us. Please send your returning goods to:

Returns
Hanmer Woolshed
45 Amuri Avenue
Hanmer Springs 7334

IF YOUR GARMENT IS FAULTY OR INCORRECT:

Please get in contact with us. Our contact information is available on our contact page.

We aim to package all orders correctly without faults, though we understand human error does happen at times, and we apologize for that.

If you received a faulty product or an incorrect product, please let us know immediately by emailing or calling us.

In the case of a faulty product, please provide us with:

  • your order number
  • the exact name of the faulty garment
  • clear images of the fault.

In the case of an incorrect product, please provide us with 

  • your order number
  • the product name of the item received
  • the product name of what you ordered

We aim to respond within 2-3 working days and hope to resolve the issue as soon as possible.

EXCHANGES:

Processing exchanges: Please email us to let us know your plans for the exchange, the item you are returning, and the item you would like to exchange it for. We will aim to respond within 2-3 working days to confirm your exchange. From there, please return your garment to the shop you received it from, along with your order number and the name of the garment you would like to exchange it for. Upon receiving your return, we will contact you about processing your exchange and any possible additional costs (e.g., postage or garment price differences). Upon receiving any due payment, we will process your exchange and have the new garment posted to you. Exchanges will be sent back to the purchaser at their cost. We do not cover postage for exchanges.