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Terms, Conditions & Shipping


Returns and Exchanges - We strive to provide exceptional customer service and the perfect shopping experience each and every order. If you are not completely satisfied with your order, you may return or exchange eligible items in new and unused condition with original packaging within 21 days of delivery for either a refund or exchange as described below. 

Please note that items purchased through a special promotion, sales, or clearance are final sales, and therefore not eligible for returns or exchange.

How do I return a package? - Make sure to include contact information with the return and if possible, please provide us with a tracking number. We suggest you get the return tracked from the delivery service, as it makes it easier to follow the return shipment if needed.

We will make a refund of eligible returns, less delivery costs. To do so we may need a bank account number to transfer the money back too. The easiest way is to e-mail it to us along with a brief description of your case. Please pack the items carefully where possible so that they do not break.    

What do I do if my order is incomplete, incorrect or damaged? - Please contact our team at info@koekoeahemp.co.nz

Shipping and Delivery - Any orders placed before 4.00 pm (local time NZ) will be dispatched on the next day. If you ordering on a Friday, you can expect the order to be packed on the following Monday.

You will receive an email when your order has been completed and from there you can expect your order normally overnight but please allow at the most 4 days. 

During periods of heavy order volume such as November through December, please note that processing and shipping times may be extended and orders are filled in the order they are received.  

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