Returns and exchanges

We do not usually accept returns due to change of mind, or if the receiver is not available, or if an incorrect delivery address was provided. Please order carefully.

To ensure the integrity of our products perishable items including foodstuffs, temperature-sensitive cosmetics, and detox and synthetic urine products are not refundable under any circumstances.

Restocking fee for returned items

Notwithstanding the above, if we do accept a return (by prior arrangement) or if an undeliverable item is returned to us due to the receiver not being available or unable to provide age ID if required, we charge a 20% restocking fee on returned items.

Instructions

Please contact us first. This is so we know to expect it, and also because there may be a simple fix or advice we can help you with. Return the invoice that is included with your shipment (you may want to make a copy for your records). If you cannot find the invoice, please email shop@hempstore.co.nz

Ensure any clothing/shoes/etc are unused, in original re-sellable condition and still have all their tags and packaging intact.

Ensure any smoking or vaping equipment has been cleaned thoroughly. We will not service or accept any 'dirty' or unclean items. 

We strongly recommend that you use a "signature required" courier and track your return as we cannot be responsible for any lost returns. Freight charges for returning items to us are the customer's responsibility and are non-refundable.

Additional instructions for electronics including Lithium-Ion batteries (eg Vapes, Scales)

We do not accept returns if you change your mind, or due to device incompatibility. For example, we do not accept returns if you choose a part that does not fit your device or battery or has incompatible specifications. Our devices are guaranteed to work as intended; we cannot guarantee they are compatible with every device. Where possible we have provided specifications to enable you to choose compatible parts and devices. However, the final choice is always yours and we urge you to choose carefully before ordering (with our clear condition that all sales are final). 

If you believe an item we have supplied is faulty, please follow all instructions on this page. Shipping services including NZ Post and all New Zealand courier services have restrictions on shipping vapes and batteries: 

• The device must be switched off and packaged so that it can’t move around or be accidentally activated during transport. 
• The device with battery must be in strong external packaging to withstand a 1.2m drop.
• Damaged batteries of any kind are prohibited. Do not send. Please contact us. 
• Batteries sent by themselves are prohibited. Do not send. Please contact us.
• If the device/equipment is being returned for repair, the battery must be removed and wrapped separately within the parcel if possible.
• If the device/equipment is brand new and in the original packaging, send it as it was packed by the Manufacturer. 
• If the device/equipment is used, leave the battery inside the device/equipment and ensure that it cannot be switched on

Shipping address for returns and exchanges:

Returns,
The Hempstore
253 Karangahape Road
Auckland 1010

When we receive the returned item(s), we will either repair the item, replace it with a new item, issue a store credit, or refund the original form of payment, at our sole discretion. Shipping fees are not refundable.

We aim to process returns and exchanges within 5 business days after we receive the returned item(s). Electronic items may sometimes take longer to be assessed, and all returns are assessed in the order received by us. Following assessment we will notify you of the refund, store credit or exchange. If the selected exchange item is not in stock, we will notify you.

Thank you for your custom!

For further information or any questions please contact us:

The Hempstore Aotearoa
​253 Karangahape Road
​Auckland
​New Zealand
​Phone +64 9 302 5255