Refund policy

Returns & Refund Policy

Last updated: June 2026

At Hook & Hull Co, we want you to buy marine parts with confidence. This policy explains how returns, exchanges, and refunds work, and it sits alongside your rights under New Zealand consumer law.

Our 30-Day Returns

We accept returns within 30 days of delivery for eligible products. To be eligible, the item must be:

  • Unused and in its original condition
  • In its original, undamaged packaging
  • Accompanied by proof of purchase (your order number or receipt)
  • Not a custom-made, special-order, clearance, or final-sale item (see Non-Returnable Items below)

Change-of-Mind Returns

If you change your mind, you can return an eligible product within 30 days of delivery for a refund or exchange.

For change-of-mind returns, you cover the cost of return shipping. We do not charge a restocking fee. Once we receive the item and confirm it is in its original condition, we process your refund or exchange.

Faulty, Damaged, or Incorrect Items

If your order arrives faulty or damaged, or you receive the wrong item, we will make it right at no cost to you. Please contact us as soon as you can and include:

  • Your order number
  • A short description of the problem
  • Photos, where the issue can be seen

We cover return shipping for faulty, damaged, or incorrect items and will arrange a repair, replacement, or refund. This is in addition to your rights under the Consumer Guarantees Act 1993 (see Your Rights Under New Zealand Law below).

How to Start a Return

Email us at info@hookhullco.nz with your order number, full name, and the reason for the return. We will reply with return instructions and the return address. Please wait for our confirmation before sending anything back.

Refunds

Once we receive and inspect your return, we will let you know the outcome. Approved refunds are processed back to your original payment method within 5 to 10 business days. Your bank or payment provider may take a little longer to show the funds in your account.

Exchanges

We are happy to exchange eligible products within 30 days of delivery, subject to stock availability. If the item you want is not available, we will offer a refund instead.

Non-Returnable Items

The following cannot be returned unless they are faulty or not as described:

  • Custom or made-to-order products
  • Clearance or final-sale items
  • Gift cards
  • Items that have been installed, used, modified, or damaged after delivery

Shipping Costs on Returns

Original shipping charges are non-refundable unless the return is due to our error or the item is faulty. Return shipping for change-of-mind returns is the customer's responsibility. We cover return shipping for faulty, damaged, or incorrect items.

Your Rights Under New Zealand Law

Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. If a product fails to meet a consumer guarantee, you are entitled to a repair, replacement, or refund. Where the failure is serious, you may choose a refund or a replacement of the same type and similar value. Nothing in this policy limits or replaces those rights, and our 30-day change-of-mind returns are offered in addition to them.

Contact Us

If you have any questions about returns or refunds, please get in touch and we will be happy to help.

Hook & Hull Co Limited
40 Iwa Street, Tasman, Māpua 7005, New Zealand
Email: info@hookhullco.nz
Phone: +64 27 545 7905
Support hours: Monday to Friday, 9:00 AM to 5:00 PM (NZST)
NZBN 9429053702791 · NZ Company No. 9432610