Every gift you choose from The Good Haul should arrive the way it looks on our site, and be the kind of quality you'd be proud to give. New Zealand's Consumer Guarantees Act gives you strong rights when you buy from us, and we stand behind every one of them.
What you can count on
Everything you buy from us must:
- be of acceptable quality: safe, durable, free from defects, and acceptable in look and finish
- be fit for its usual purpose, and for any particular purpose we told you it suits
- match its description, photos and listing
- reach you in good condition, because we're responsible for it until it's in your hands
These rights belong to you whether you're the buyer or the lucky person who received it as a gift.
If something's not right
If your order arrives faulty, damaged, not as described, or it's simply the wrong item, we'll put it right. You deal with us, not the brand or the courier. Even though our brands send orders directly, we're the store you bought from, so sorting it out is our job.
- For a problem that can be fixed, we'll put it right with a repair, a replacement or a refund.
- For a serious problem, such as an item that's unsafe, very different from its description, or one you wouldn't have bought if you'd known about the fault, you choose: a refund or a replacement. Or you can keep it and get compensation for the drop in its value.
- Refunds go back to you as money, the way you paid, not as store credit.
- If a faulty item needs to come back to us, we'll sort out the cost of getting it back to us.
Honey, royal jelly, skincare and other perishable or hygiene items
Some things can't safely or hygienically be sent back, such as honey, royal jelly, skincare and similar products. If one of these arrives faulty, damaged or not as described, we'll resolve it with a refund or a replacement based on your photos, with no return needed.
How to let us know
Email us at hello@thegoodhaul.co.nz and tell us what's happened. It helps if you can include:
- your order number (or the buyer's name if it was a gift)
- a few photos of the item and the packaging
- a short description of the problem
We'll look into it and let you know how we'll put it right. Please get in touch as soon as you notice a problem.
Damaged in transit
Arrived damaged? That's on us.
Our brands send orders directly to you, but we're responsible for your order until it reaches you. If it turns up broken, crushed or otherwise damaged, please don't chase the courier or the brand. Just email us at hello@thegoodhaul.co.nz with your order number and a few photos of the item and its packaging. If you can, hang on to the packaging until we've sorted it out.
Once we've checked what happened, we'll put it right with a replacement or a refund. If your order hasn't turned up at all, let us know at the same address and we'll follow it up for you.
Warranty and durability
Made to last a reasonable time
Under the Consumer Guarantees Act, the things you buy from us should be durable. That means they should last as long as a reasonable person would expect for that kind of product, considering what it is, what it cost and what was said about it. A sheepskin rug or a dog bed should last much longer than a jar of honey or a pair of socks, and the law reflects that.
These rights don't end on a set date. If a product fails sooner than it reasonably should, get in touch at hello@thegoodhaul.co.nz, even if any brand warranty has run out.
Brand warranties
Some of our brands offer their own warranty or guarantee. Any brand warranty comes on top of your rights under the Consumer Guarantees Act. It never replaces or reduces them. You're welcome to come to us first, and we'll deal with the brand for you.
What the guarantees don't cover
The guarantees protect you when a product isn't up to standard. They don't cover:
- damage caused after delivery, such as accidents, drops or spills
- problems caused by using a product in a way, or to an extent, that a reasonable person wouldn't expect, including not following its care instructions
- a product that has simply worn out after a reasonable lifetime of normal use
- faults we clearly pointed out to you before you bought
If you're not sure whether something's covered, ask us. We'd rather take a look than have you guess.
Change of mind
Because our brands send every order directly to you, we're not able to offer refunds or exchanges if you simply change your mind, so please choose carefully. This doesn't affect your rights under the Consumer Guarantees Act. If anything arrives faulty, damaged, not as described or wrong, we'll put it right, as set out in Our Promise above.