Returns and Refunds Policy

We offer a simple and convenient way to return all or part of your order.

You may return unused products within 5 days of purchase with a valid parcel summary document. Your items do need to be in the original box or bag and they need to be securely packaged.

You will need your Order ID and the email address associated with your HospitalityHQ New Zealand account to select your return option.

Looking to return a faulty or incorrect item?

Please contact us and our customer service team will sort this for you.

Note: we can’t accept goodwill refunds for item without original packaging. All items purchased on backorder are non-refundable.

How does it work?

Simply navigate to Orders in you account and select the order you wish to return. Open the order and use refund order form. You will then be able to return all or part of your order at your own cost through your preferred carrier.

How much does it cost?

You are responsible for the cost of the returning the order through your own choice of carrier; the cost of shipping will be dictated by the carrier.

How much will I be refunded?

You will be refunded for the value of the goods returned; you will not be refunded for any shipping costs (unless the goods being returned are faulty) or any taxes you paid on your order, if applicable. Please note that we will refund your shipping costs if you are returning faulty goods.

It can take up to 35 days for us to receive and process your return; your refund will be processed within 5-10 working days of reaching our warehouse. We will send you a confirmation email once we’ve refunded you.

Any refund will automatically be issued to the original payment method used when placing your order (i.e. card, PayPal account).

Please contact us and our customer service team will sort this for you. We will not charge shipping costs for the return of faulty or damaged items.