Hartley Boats endeavours to provide excellent customer service and we take our obligations very seriously. For any refunds or complaints please contact us directly using our contact form. We operate under New Zealand law, and comply with the NZ Consumer Guarantees Act and the NZ Fair Trading Act.
Refunds are available in the following instances:
- The plans are damaged or incomplete. Note that damage incurred during transit may be covered by the shipping/courier company – this is why we offer you the option of sending via tracked shipping. (see Ordering and Shipping)
- You ordered the wrong plan and wish to swap to a plan of a lower value. You must send back the original plans if you wish to swap.
- You believe your reason for requesting a refund is covered by either of the two Acts listed above.
For any other reason, we will assess your request for a refund on a case-by-case basis. There may be an alternative solution that would suit you better.
To request a refund, please contact us. We will assess whether a refund is the correct remedy for your situation and be in touch promptly.
How we process refunds
All refunds are processed using the same payment method (i.e. credit card) that was used for the original purchase. All purchases on our site go through the payment facility Stripe.com, so this service is also used to process our refunds back to customers. It usually takes 5 – 10 business days for a refund to show up in your account.