Returns & Refunds Policy

Thanks for shopping at The Hive NZ.

When shopping on our marketplace, you purchase directly from independent, small Kiwi businesses using our platform (see our [Terms & Conditions]). While we are here to support you every step of the way, your order is fulfilled directly by the individual vendor.

Vendor Policy Hierarchy

Please note that this document sets out the baseline policy expected from vendors on The Hive NZ. Individual vendors may edit and publish their own Returns & Refund Policy on their store page.

A vendor’s store policy will always supersede this baseline policy, provided it complies with New Zealand consumer law.

1. Consumer Guarantees Act (CGA)

Under the New Zealand Consumer Guarantees Act, if a product is faulty, damaged, or not as described, you are entitled to a remedy from the vendor (repair, replacement, or refund). This baseline policy operates alongside your legal rights under New Zealand law.

2. Returns (Change of Mind & Eligible Returns)

You have 7 working days from the date you receive your item to request a return.

To be eligible for a return:

  • The item must be unused, unworn, and in the exact same condition that you received it.
  • The item must be in its original packaging.
  • You must provide a valid receipt or proof of purchase.

Non-returnable items: Perishable goods (such as food or flowers), custom/personalised items, and personal care products (such as soaps, cosmetics or earrings for hygiene reasons) cannot be returned unless faulty.

3. Resolving Issues & Refunds Process

All returns, proofs of damage or defect, and subsequent refund requests must be communicated and arranged directly between you and the vendor you purchased from.

  1. Proof & Inspection: Contact the vendor directly via their store page with your order details and photos/proof of any damage or issue.
  2. Replacement First: Refunds are processed after the vendor has been given a reasonable opportunity to repair or replace the item at their cost.
  3. Refund Approval: If a replacement is impossible or unavailable, the vendor will initiate a refund.

4. How Refunds Are Paid

Standard Payments (Bank Transfer / Card)

  • Refunds for standard payment methods will be issued back to your original payment method or nominated bank account.
  • Once initiated by the vendor, credits typically take 7–10 working days to appear in your account, depending on your bank or card issuer’s policies.

Afterpay Purchases

If you placed your order using Afterpay, refunds are processed back through Afterpay’s system rather than direct cash or bank transfer.

  • If you have completed all payments: Afterpay will refund the paid amount back to the card(s) linked to your Afterpay account. This typically takes up to 10 business days to clear.
  • If you are still in the process of paying (Incomplete Instalments):
    • Full Refund: Afterpay will cancel all remaining future instalments and refund any payments you have already made back to your linked card.
    • Partial Refund: Afterpay will adjust your remaining payment schedule starting from the final (4th) instalment backwards. If the partial refund amount is greater than your remaining balance, the difference will be refunded to your card.
  • Delaying an upcoming payment while waiting for a return: If you are returning an item but your next Afterpay instalment is due soon, you can log into your Afterpay App, locate the order under Orders, select Return Order, and delay your next payment date by up to 2 weeks while the vendor processes your return.

5. Shipping Costs

  • Change of Mind: You are responsible for paying your own shipping costs when returning an item to a vendor. Return shipping costs are non-refundable. If you receive a refund, the original shipping cost will be deducted from your total refund amount.
  • Faulty or Damaged Items: If an item is faulty or damaged upon arrival, the vendor will cover reasonable return shipping costs or provide a prepaid return label.