Refund policy

At Waihana, we offer a 30-day return window for our products (excluding clearance merchandise). This means from the day your item is delivered, you have a 30-day period to initiate a return request. Kindly note that all returns are subject to a 15% restocking fee.  All refunds will be issued in the form of store credit.  Store credit expires one year from the date of issuance.

For a return to be eligible, the item must be in the same state as when you received it, showing no signs of wear or use, with all original tags still attached, and in its original packaging. A receipt or proof of purchase is also required for the return. Do bear in mind the 15% restocking fee that applies to all returns.

To begin a return process, please reach out to us at sales@waihana.com. If your return request is approved, we will provide a return shipping label and detailed instructions on how to proceed. Please be aware that any items returned to us without prior approval will not be accepted. A return authorization number will be provided, which must be clearly indicated on the return package. All return items must be shipped prepaid and insured in their original packaging. Waihana cannot be held responsible for lost items and cannot issue refunds for them. Any items that do not meet our return policy requirements upon receipt may be declined for a refund. Products returned without prior communication with our customer service team and a return authorization number will be rejected and returned to the sender.

If you have any queries about returns, please do not hesitate to contact us at sales@waihana.com.

We ask that you thoroughly inspect your order upon receipt and promptly notify us if the item is defective, damaged, or if you received the wrong item, so we can address the issue and ensure your satisfaction.

Please note, certain items cannot be returned, including clearance items, custom products (such as special orders or personalized items), and personal care goods (like beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. If you have questions or concerns about a specific item, please reach out to us.

Regrettably, we cannot accept returns on items sold at a discount (such as clearance items) or gift cards, preorders, or factory outlet inventory items.

If you're looking to exchange an item, we recommend making an exchange request within the 30-day return period from your Waihana User account page or contacting us at sales@waihana.com.

Once we receive your returned item and have inspected it, we will inform you about the status of your refund.  As a reminder, a 15% restocking fee is assessed on all returns.