Haus Der Familie

Please be aware that New Zealand Customs may select items for MPI Inspection, which can take up to 2 weeks to complete. This is out of our control, occurs randomly in 2% of packages, and is considered "force majeure." If you choose to cancel your order in this circumstance, it will incur a 20% restocking fee, as the item must be returned internationally and will be considered a change of mind return.

We do not guarantee arrival dates and do not use express shipping. Shipping times are an estimate only. We will do our best to ensure your product arrives within the estimated time frame.

Reshipping an item

If a product is deemed undeliverable due to you providing an incorrect address, not picking the item up or not being at your residence the reshipping fee will be charged. If not paid the item are destroyed and no refund is given.

Items damaged in transit must be reported to us within 5 days of arrival.

Change of Mind Returns

An image of the shipping label and evidence of the issue must be submitted.

• Products must be returned in their original packaging, along with all included accessories and be in new condition suitable for resale.
• You must have returned the product within 7 days of taking delivery of your product.
• The product cannot have been used, as this makes the product a second-hand item.
• A restocking fee of 20% will be deducted from the refund.
• The product must not have been damaged during the time the product is in your possession, including up until we receive the product.
• Your item must be returned to the originating warehouse, of which we will provide the address.
• The original sealed packages or boxes were sealed and undamaged.
• Items damaged in transit must be reported to us within 5 days of arrival.

Refunds are not given until the product is returned and inspected. The buyer pays for the return postage if the return is due to a change of mind.

Faulty Items & Warranty

All items come with a 6-month Replacement Warranty.

An image of the shipping label and evidence of the issue must be submitted; otherwise, no refund can be given.

Items that are faulty need to be returned to be inspected for issues if digital evidence cannot be provided at your cost. This cost will be reimbursed on successful inspection.

Products must be returned in their original packaging, along with all included accessories, be in a new condition suitable for resale. Failure to return accessories will result in a charge to replace them.

Items damaged in transit must be reported to us within 5 days of arrival.

Our goods come with guarantees that cannot be excluded under the New Zealand Consumer Guarantee Laws. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.