At Hi Peacock, we take pride in delivering thoughtfully designed fusion wear that blends colour, comfort, and confidence. We understand that sometimes a purchase may not meet your expectations, and this Refund & Return Policy outlines the conditions under which returns, refunds, or exchanges may be accepted. Please read this policy carefully before placing your order.

1. Our Commitment to Fair Returns

We aim to maintain a fair and transparent return process for both our customers and our business. Our return policy is designed to ensure hygiene, product quality, and fairness while complying with New Zealand consumer laws. By purchasing from Hi Peacock, you agree to the terms outlined below.

2. Eligibility for Returns

You may request a return if all of the following conditions are met:

  • The return request is submitted within 7 calendar days from the date of delivery

  • The item is unused, unworn, unwashed, and free from stains, odours, or damage

  • Original tags, labels, and packaging are intact and unaltered

  • The item is returned in its original condition suitable for resale

Items that do not meet these conditions may be rejected and returned to the customer at their expense.

3. Items Not Eligible for Return or Refund

For hygiene, safety, and fairness reasons, the following items are non-returnable and non-refundable:

  • Sale, clearance, or discounted items

  • Custom-made, tailored, or altered garments

  • Accessories, jewellery, scarves, and innerwear

  • Items damaged due to improper handling, washing, or wear

Please note that change-of-mind returns are not accepted for the above categories.

4. Return Request Process

To initiate a return, please follow these steps:

  1. Email hi@hipeacock.co.nz with your order number, product details, and reason for return

  2. Our customer support team will review your request and respond within 2–3 business days

  3. Once approved, you will receive return instructions and the return address

  4. Carefully package the item and ship it back within the provided timeframe

Returns sent without prior approval may not be accepted.

5. Return Shipping Costs

  • Customers are responsible for return shipping costs for change-of-mind returns

  • Shipping fees paid at checkout are non-refundable

  • We recommend using a tracked courier service, as Hi Peacock is not responsible for lost or damaged return parcels

In cases of faulty or incorrect items, return shipping costs may be covered by Hi Peacock upon approval.

6. Inspection & Approval of Returned Items

Once the returned item is received, it will be inspected to ensure it meets return eligibility conditions. This inspection process may take up to 3 business days.

Hi Peacock reserves the right to:

  • Reject returns that do not meet eligibility requirements

  • Deduct a restocking or handling fee if the item shows signs of wear or misuse

  • Return rejected items to the customer at their expense

7. Refund Process & Timeline

Approved refunds will be processed as follows:

  • Refunds are issued to the original payment method only

  • Refund processing takes 7–10 business days after approval

  • The time for funds to reflect in your account may vary depending on your bank or payment provider

Hi Peacock is not responsible for delays caused by financial institutions or payment gateways.

8. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, please contact us within 48 hours of delivery.

Your email should include:

  • Order number

  • Clear photos or videos of the issue

  • Description of the problem

Upon verification, we may offer:

  • A replacement item (subject to availability)

  • A full or partial refund

  • Store credit

This does not affect your rights under the Consumer Guarantees Act 1993.

9. Exchanges

Hi Peacock does not currently offer direct exchanges. If you wish to exchange an item, please return the original product following our return process and place a new order separately.

10. Late or Missing Refunds

If you have not received your refund after the stated processing time:

  • Check your bank or payment provider

  • Contact your card issuer

  • Email us for assistance

11. Consumer Rights (New Zealand)

Nothing in this policy limits your rights under New Zealand consumer protection laws, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. These laws apply in cases of faulty or misrepresented products.

12. Policy Updates

Hi Peacock reserves the right to amend this Refund & Return Policy at any time without prior notice. Updates will be effective immediately upon posting on our website.

13. Contact Information

For all return and refund enquiries, please contact:

📧 hi@hipeacock.co.nz