Cancellation Policy

At Hi Peacock, we understand that plans can change and you may need to cancel an order after placing it. This Cancellation Policy explains the conditions, timelines, and procedures for cancelling orders placed through our website. Please read this policy carefully to understand your rights and responsibilities before requesting a cancellation.

1. Purpose of This Policy

This Cancellation Policy is designed to provide clarity and transparency regarding order cancellations while ensuring fairness to both our customers and our business operations. Once an order is placed, it is quickly processed to ensure timely delivery, which limits the window for cancellations.

2. Eligibility for Order Cancellation

Orders placed with Hi Peacock may be cancelled only if they meet the following conditions:

The cancellation request is submitted within 24 hours of placing the order
The order has not yet been processed, packed, or shipped
The payment has been successfully received and verified

If these conditions are met, your order may be eligible for cancellation.

3. How to Request a Cancellation

To request an order cancellation, customers must:

Email hi@hipeacock.co.nz
Include the order number, full name, and reason for cancellation
Submit the request within the eligible timeframe

Our customer support team will review your request and respond within 1–2 business days.

4. Orders That Cannot Be Cancelled

Once an order has been processed or shipped, it cannot be cancelled. This includes:

Orders that have been packed or handed over to courier partners
Orders marked as “shipped” or “out for delivery”
Custom-made, altered, or personalised items

In such cases, customers must follow the Refund & Return Policy after delivery.

5. Partial Order Cancellation

Hi Peacock does not support partial order cancellations once an order has been confirmed. If multiple items are purchased under one order, the cancellation applies to the entire order only, subject to eligibility.

6. Cancellation by Hi Peacock

Hi Peacock reserves the right to cancel an order under certain circumstances, including but not limited to:

Product unavailability or stock discrepancies
Pricing or listing errors
Payment verification failure
Suspected fraudulent or unauthorised transactions
Technical or system errors

In such cases, customers will be notified via email, and a full refund will be issued.

7. Refunds for Cancelled Orders

If your cancellation request is approved:

Refunds will be issued to the original payment method only
Refund processing time is 5–7 business days
The time for funds to reflect may vary depending on banks or payment providers

Hi Peacock is not responsible for delays caused by third-party financial institutions.

8. Same-Day & Urgent Cancellations

While we try our best to accommodate urgent requests, same-day cancellations are not guaranteed. Orders may enter processing shortly after payment confirmation, especially during sales or promotional periods.

Customers are advised to place orders carefully to avoid cancellation issues.

9. Cancellation of Pre-Orders

For pre-order items:

Cancellation may be allowed before the item enters production or dispatch
Once processing begins, cancellation may not be possible
Any special terms mentioned on the product page will apply

Refunds for pre-orders will follow the same refund timeline.

10. Promotional & Sale Orders

Orders placed during sales, promotional events, or discount periods may have limited cancellation options due to high order volumes. Hi Peacock reserves the right to restrict cancellations during such periods.

11. Consumer Rights (New Zealand)

This policy does not limit your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986. These laws apply in cases of faulty, misrepresented, or defective goods.