Refund policy

 

Te Papa Store is committed to ensuring quality customer service and will uphold consumer rights under the Consumer Guarantee Act. If a product is faulty due to a manufacturing fault Te Papa Store will replace, offer an exchange, or provide a refund for the product.  

Te Papa Store holds a no-change-of-mind policy supported by the Consumer Guarantees Act. In place of a refund, Te Papa Store offers the customer the opportunity to exchange their purchase for another product or will provide store credit as an alternative.

For any returns, exchanges, or refunds, proof of payment is required. Physical receipts or online order numbers and email confirmation are acceptable proof of payments.

To qualify for an exchange or store credit, items purchased must be unused, in their original packaging, and in good and resalable condition. If these requirements are not met Te Papa Store reserves the right to not offer an exchange. Te Papa Store will honour exchanges within 14 days of initial purchase in-store, after which the offer will expire. 

For products exchanged using gift receipts, we offer an extended grace period. Customers are able to exchange their given product(s) within 30 days since the initial date of purchase.

Any item(s) purchased discounted or on sale are final. Te Papa Store cannot provide refunds, returns or exchanges on these items, unless there is a manufacturing fault. If a sale or discounted item is faulty, we will replace the item or offer an exchange or store credit to compensate for the sold product value.

Returning product(s) purchased from our online store 

If you wish to return and exchange a product bought and shipped from our online store you are liable for the postage cost in returning the product and the postage cost for your newly requested product. All exchange requests can be sent directly to TePapaStore@tepapa.govt.nz. 

For proof of purchase, you can utilise your online order number with the name affiliated in the original purchase. Exchanges are only accepted within a 14-day period after the initial purchase, leniencies may be granted due to shipping timelines and/or delays, this will be determined on a case-by-case basis.

In an instance where the product has arrived and is faulty, we require proof of damage and/or fault emailed directly to TePapaStore@tepapa.govt.nz. Te Papa Online Store will send a postage bag and label to your desired address so you may post the product back to us free of charge. Te Papa Online Store can offer you a replacement, exchange, or refund (under certain circumstances).