FAQ's
Exchanges
At H&G Homestore, we want to ensure that you love your purchase and are happy with the quality. If, for any reason, you need to exchange your purchase, please return it to us within 14 days of receiving the product(s).
If the item you have received is faulty, we would be happy to assess the item and provide a solution in the form of a repair, replacement, store credit, or refund.
We are unable to offer returns on furniture or items that have been purchased on sale so please choose carefully! We highly recommend taking measurements and being mindful before making a purchase. We will meet our obligations under the Consumers Guarantee Act if goods are faulty.
We do offer exchanges or credit notes on any homewares purchased, excluding body products, food, or opened items that we can't then resell.
To return your product by courier, please use our store address:
Humble and Grand
106 Main Street
Upper Hutt 5018
0211117200
Depending on where you live, the time it may take for your exchanged product to reach us may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
When we have received your return, your exchange or credit note (whichever applies) will be processed in your original form of payment within five working days. You will be notified via email once this has been processed.
If you have any questions about this process, please email store@humbleandgrand.co.nz.
Refunds
Refunds will only be provided if your item is faulty and no replacements are available. We do not offer change-of-mind refunds so please choose carefully.
If you want to cancel your order before it has been dispatched, you can request to do so in your order confirmation email. Sales & processing fees will be deducted from your order total, as well as any shipping costs that may have incurred getting in products for your order, packaging & processing etc.
Gift Exchanges:
If you are purchasing as a gift, we offer a gift exchange service so that the receiver can exchange or return within the guidelines above. We only require the full name of the gift receiver at the time of your transaction to be able to complete this process.
Pre-orders and custom orders:
Items purchased as a pre-order can be swapped for other items in stock or cancelled with a 10% restocking fee taken from your refund.
When your order is placed, H&G will provide an approximate delivery date and will make our best efforts to ensure this timeframe is met; however, this date is subject to change based on supplier availability and delivery turnaround.
Any changes in the delivery timeframe do not qualify the item to be refunded, as these are always out of our control.
Order pick-ups:
We allow pick-ups for all our items for FREE from our Upper Hutt store. Furniture and larger items may need to be ordered in so please give us 2-5 days from order to pick up. We will be in touch via email when your order is ready to collect.
Faulty Items:
Under the Consumer Guarantees Act of 1993, the items you purchase from us are required to be of acceptable quality.
If you consider that an item that you have purchased is faulty, please return the item to us at 133 Main Street, Upper Hutt, for assessment. This can take up to five working days from the date the item is received by our team. If the item is faulty, we will either repair or replace it, depending on the circumstances; if a repair or replacement is not available, then we will be happy to provide you with a full refund.
We are not responsible for any fault that may have arisen due to your use or care of the item if you have used the item in a way, or to an extent, that a reasonable consumer would not have used the item; this includes a failure to follow care instructions. If we find that the fault has arisen due to your use or care of the item, we are not responsible for your costs of returning the item to us to be assessed or sending the item back to you.
If the item is faulty and we have failed to repair the fault in a reasonable length of time (after we have assessed the item), then you can either have the item fixed elsewhere (and we will be responsible for the costs) or reject the goods and return them to us for either a replacement item or a refund.
If the fault cannot be repaired or is a breach of substantial character of any of the warranties implied under the Consumer Guarantees Act 1993, then you can reject the item by returning it to us and receiving either a replacement item or a refund. If you want to reject the item, you need to do so within a reasonable time. You cannot reject the item if you have disposed of it, it has been lost or destroyed, the item was damaged after you received it, or you have attached it to or incorporated it into another item (and the item cannot be removed from the other item without being damaged).
The above is not intended to alter any rights or obligations contained in the Consumer Guarantees Act of 1993.
Payment Options
We accept Visa/Mastercard, Visa Debit, After-Pay, and Lay-Buy.
All prices are in New Zealand dollars (NZD), and your credit card will be billed in New Zealand dollars via Shopify Payments.
If overseas, your credit card provider will convert the amount into your local currency at the current exchange rate plus any applicable fees or charges.
All payments are processed using Shopify Payments for online credit card transactions. You can help protect your details from unauthorized access by logging out each time you finish using the site, particularly if you are doing so from a public or shared computer.
Privacy
Your privacy is important to us, so we guarantee that your personal information will not be shared with any third parties. If you send us an email, we will store your email address and the contents of the email. This information will only be used for the purpose for which you have provided it. When we offer contests and promotions, customers who choose to enter are asked to provide personal information. This information may then be used to notify the winners or to fulfill promotional obligations.