Shipping & Returns

Shipping

HIZERO NZ will endeavour to process all orders within 5-7 business days. Shipping times will vary by location.
A tracking email will be sent once your order has been processed.

Refund & Returns Policy

If for any reason you are not completely satisfied with your purchase you must notify us in writing within 28 days for us to review & respond. Please email sales@hizero.co.nz
within 28 days so that we can resolve any problems.
Please give us the opportunity to rectify any issues you may be experiencing in the first instance. (often its a simple fix)
Before we can approve a refund we will arrange a video call with our support team. This will enable us to review the issue & determine the resolution. A refund cannot be provided until this process has been completed and the appliance has been assessed by our technical team. If the appliance is faulty as determined by our technical support team a full refund will be provided.

This refund/return policy does not apply to goods which have not been used in accordance with the instructions supplied with your appliance.(HIZERO appliances must be used in accordance with the instructions supplied, failure to do so will void your return application.) A restocking fee of 15% of the invoice value applies to all products returned that are “not faulty” and returned for “change of mind” within the 28 day period. All products must be returned in their original condition with all original accessories, all freight & insurance costs are to be paid by the buyer. (note all HIZERO appliances are sold with a 2yr back to base repair warranty, see the warranty terms enclosed with your appliance)

We recommend that you return the product via registered post or courier, HIZERO NZ will not arrange transportation for change of mind. You assume any risk of loss, theft or damage during transit & therefore advise you to take out insurance with your chosen carrier. You must return all original packing and accessories with the appliance. The appliance must be fully cleaned and all water removed or a cleaning fee of $60 will be deducted from the refund amount. Missing or broken accessories will also be deducted off the refund amount.(note HIZERO does not accept any responsibility for any damage or loss incurred if the appliance is not used in accordance with the instructions)

In the case where the goods are faulty as determined by a HIZERO technician they will be replaced or refunded within the first 28 days. (no fees apply)
Please note all HIZERO appliances are factory tested with water and there may be some residue on the iron soleplate this is normal.

If you request a refund for a “change of mind” before goods are dispatched you will be refunded the purchase price less the merchant fees related to the payment method you originally used. Contact sales@hizero.co.nz for full details and costs.

We must provide a Return Authority (RA) number before any goods can be returned PH 0800 388 383
Goods cannot be returned without an RA number which can only be supplied by customer support.