Returns/refund Policy
Goods supplied in accordance with the buyer’s order can only be returned with the approval of the seller (Hollywood Fish Farm).
1) Requests to return goods must be submitted within 7 days from the date of shipping and the original order/invoice number must be quoted.
2) Where the goods are accepted (for credit, replacement or refund at Hollywood Fish Farms discretion) they must be delivered at the buyers expense in original condition and packaging. Returned products are the buyers responsibility until they reach our Warehouse. Hollywood Fish Farm shall not be responsible for misdirected shipments or products lost or damaged in transit.
3) Hollywood Fish Farm reserves the right to levy a restocking fee against any returns/refunds that Hollywood Fish Farm may agree to accept. Restocking fees are 5% of the invoice priced product and levied at Hollywood Fish Farms absolute discretion.
4) Shipping fees are non-refundable.
5) Any refunds that are approved will be refunded in the form of the original payment method used by the buyer.
Please note: This policy also applies to in-store purchases.
Frequently Asked Questions
Returns & Refund Policy – In-store and Online
If you need to return an item to us please email online@hollywoodfishfarm.co.nz as soon as possible.
We will provide a full refund if:
- the item is found to be defective and we are unable to fix or replace it, or
- the item was incorrectly described in the website listing
Change of mind
If you change your mind after the purchase, once the payment is confirmed, your order cannot be refunded, however we can cancel the order and issue a store credit/online coupon code. If the order has not been dispatched by the time we are contacted, we can void your order and issue a full store credit in the way of an online coupon code.
If the order has been dispatched, you are able to return the item to us within seven working days at your own cost (starting from the first day you receive the item) for a full store credit to be issued, less any shipping costs. If you don’t want a Store credit a 5% restocking fee will be charge to cover all the costs involved, shipping, Credit card fees, checking the product before returning to stock.
Livestock: Please choose carefully as we do not offer credit or refunds on any livestock purchased in-store or online.
Please note: all store credits are valid for 24 months from the date of issue.
Returning items
The item(s) must be returned to us in “as new” condition with all internal and external packaging, accessories and manuals.
When you return the item to us, it would be much appreciated if you could attach a piece of paper with our shipping address on it instead of writing on the box.
Damaged goods
If an item is damaged upon arrival you must contact us as soon as possible upon receiving your item.
Please email online@hollywoodfishfarm.co.nz – along with a photo that clearly shows the product’s damage. From there we will advise the next steps.
Incorrect items
If you have received incorrect items we are extremely sorry about our mistake and for any inconvenience this might have caused.
Please email us a picture of the order you have received to online@hollywoodfishfarm.co.nz and we will arrange for a prepaid courier ticket to be sent to you to return the item to us at our cost.
We will dispatch the correct item to you as soon as we have received the returned product.
Missing items
If there are items missing from your order you will need to report it to us at online@hollywoodfishfarm.co.nz within two working days of receiving your order. We will review your order and send you the missing item if it is proved to be our mistake. We bear no responsibility for items not reported as missing within the two working days following delivery.
Please note: If you have ordered multiple items from us, orders may have been combined into the same box, so please check packages thoroughly before progressing.
Occasionally orders may be shipped as separate packages, the boxes will be labelled accordingly. If any boxes are missing from your delivery please contact us immediately.
Faulty items
If the item is faulty you must contact us as soon as possible, email and report it to us at online@hollywoodfishfarm.co.nz
Upon return, Hollywood Fish Farm or the local distributor/manufacturer/supplier will repair or replace the damaged or faulty goods.
We may require photo/videos of the product in question before any action can be made to help determine a remedy/solution or to diagnose the problem. You are also welcome to send the product back to us for inspection, or bring the item into our Albany or Hamilton Store. We may ask you to leave the product with us for some testing, in which someone will contact you once an outcome has been determined. If the product cannot be repaired or exchanged for a same or similar item, a full refund or store credit will be provided. Please allow up to two working days for the returning to be processed and further three to five working days for testing and/or repair of the item(s). We bear no liability for damage caused by inappropriate return of the item(s). Please ensure items are fully protected and secure in the packaging.
All warranties are considered void in the case of unauthorised repairs. If items returned to us as faulty are found to be in full working order upon testing, you will be liable for any extra shipping costs incurred. Please ensure that you have explored possible options by troubleshooting the product before returning the item to us.
Refunds
Refunds will be processed via the method of payment. Credit cards will incur processing fee deductions on refunds. Please be aware that bank clearance times vary and there may be some delay before funds appear in your account.
Consumer guarantees act 1993 (“the act”)
The above return and refund policy and the other terms of sale are subject to your rights under the act.
If you are buying the item for business purposes, you agree that the act does not apply. You also accept that the act does not apply if you are buying the item for the purpose of resupplying them in trade or for manufacturing or repairing in trade.
Freight free Shipping is for orders over $100
Free shipping will be applied automatically at the checkout if your order is eligible. Certain fragile/oversized/livestock items are excluded from Free shipping. Please see our shipping terms and conditions page for a list of excluded items. Free shipping applies to standard urban addresses in New Zealand, rural addresses or addresses on outer islands in the New Zealand area may attract a surcharge.
Important: This also applies to in-store purchases.