Refund Policy

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. 

Additional non-returnable items: 
- Gift cards 
- Some health and personal care items 

To complete your return, we require a receipt or proof of purchase. 
Please do not send your purchase back to the manufacturer. 

Refunds (if applicable) 
Refunds are only provided on the basis that the intended product is faulty, spoilt, or damaged. A 'change of mind' return does not warrant a refund.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 
If you are rejected, we will send the product back to you at no additional expense to you. 

There are certain situations where only partial refunds are granted (if applicable) 

- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 14 days after delivery 

If the products you have purchased through us are faulty, spoilt, or damaged upon arrival, we will comply with our obligations under the Consumers Guarantees Act 1993

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 

Next contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at 

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable) 
Hesari Supermarket will accept exchanges of non perishable goods, with a valid receipt or proof of purchase, for up to 14 days after purchase, granted the product be unused, and in its original packaging.

If the return is accepted, we will provide store credit to the customer for the value of goods returned.

Please note, that a refund will only be provided on the basis that the intended returning product is faulty, spoilt, or damaged. A 'change of mind' return does not warrant a refund. Though, an accepted return with a valid receipt, will warrant a  store credit for the value of goods returned.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

To return your product, you should mail your product to: 56 Queens Road Panmure, AUK, Auckland 1072, New Zealand 

You will be responsible for paying for your own shipping costs for returning your item. The cost of shipping products to you is non-refundable.

If your return is accepted, we will contact you regarding your choice of a refund (if applicable) or exchange. We will also credit you for the cost of your return shipping to us.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


Rug Purchases (if applicable)

**Hassle-Free Rug Purchases**

We understand that choosing the perfect rug can be overwhelming, with so much to consider. Will it complement your decor? Is it the right size? Rest assured, we've made our return policy fair and straightforward to ease your mind.

**1. In-Store Return Process:** To initiate a return, simply bring the rug to our store, where we'll review it to determine whether it meets the return criteria. Unfortunately, we are unable to conduct reviews at your residence.

**2. Change of Mind Returns:** If you've had a change of heart and the rug remains unopened and sealed, our standard 14-day return policy applies. Return the unused rug within 14 days of delivery with a valid receipt or proof of purchase, and we'll happily process the return.

**3. Opened Rug Exchange:** In case you've opened the rug but changed your mind within 96 hours of delivery, we can consider an exchange. The product must be in its original condition, and the review will take place at our store.

**4. Faulty Items:** For any rugs that are faulty, damaged, or not as expected upon arrival, we fully comply with the Consumers Guarantees Act 1993.

**Return Shipping Options:** If returning the rug presents transportation challenges, reach out to us, and we'll provide return shipping options.

At Hesari Online, your satisfaction is our priority. Feel free to contact us for any questions or assistance with your rug purchase.

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