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253 Karangahape Road, Auckland CBD  |  instore, pick ups or delivery  |  Call 09-3025255 or 0800-HEMPSTORE   |  Free shipping on orders over $95

Returns and exchanges

We aim to sell only the best products in the best condition. If your order arrives with any sort of fault or damage, please contact us within 7 days of arrival to arrange the return of any faulty items.

We will exchange, repair or refund any faulty items (at our discretion). For specific warranty information please refer to the packaging of the item purchased.

We do not accept returns if goods become unsuitable due to the receiver not being available, or if an incorrect delivery address was provided, or if you simply change your mind. Please choose carefully. 


Please contact us first. This is so we know to expect it, and also because there may be a simply 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

Ensure any clothing/shoes/etc are unused, in original condition and still have their tags and packaging intact. Ensure any smoking or vaping equipment has been cleaned thoroughly. 

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 Lithium-Ion batteries and electronics (eg Vapes, Scales)

Shipping services including NZ Post and all New Zealand courier services have restrictions on shipping 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. 
  • Batteries sent by themselves are prohibited.
  • 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:

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
​New Zealand
​Phone +64 9 302 5255