Sprout Softies Ponies

Return & Refund Policy

Thanks for shopping at The Hive NZ.

When shopping on our marketplace, you purchase directly from small kiwi businesses using our platform (see our Terms and Conditions). 

Please note that the below policy is what we will expect from our vendors – they are however able to edit and publish their own Returns and Refund policy on their store page. 

A vendor’s policy will always supercede the below.

Returns

You have 7 working days to return an item from the date you received it.

To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase.

Your returns, proof of damage/issue (or subsequent refund) need to be sorted between you and the vendor you bought the item from.

Refunds

Refunds are only given AFTER the vendor has been given the chance to replace your item at their cost.

Once the vendor receives your item or has received proof of the isue, they will inspect it and if applicable, notify you that they have received your returned item.

They will immediately notify you on the status of your refund after inspecting the item/your proof.

If your issue is confirmed by the vendor, they will replace your item within an appropriate timeframe. 

If replacement is impossible they will initiate a refund to your credit card (or original method of payment).

You will receive the credit within 7-10 working days, depending on your card issuer’s policies.

Shipping

When returning an item to a vendor, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable.

If you receive a refund, the cost of the original order shipping cost will be deducted from your refund.