Terms & Conditions

Refunds and Returns Policy

Overview

This website is owned and operated by Lubba Lubba U Limited (Trading as My Mahana).

Throughout the site, the terms "the site", “we”, “us” and “our” refer to mymahana.co.nz. Mymahana.co.nz offers this website, including but not limited to information and products available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein. These Terms of Service apply to all users of the site, including but not limited to users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Anything added to the current store shall also be subject to these Terms of Service. The most current version of the Terms of Service can be viewed at any time on this page. We reserve the right to update, change, or replace any part of these Terms of Service for the site at any time without notice. We recommend that our users periodically review our Terms of Service to ensure they are notified of any updates. Continued use of or access to the Site following the posting of any changes constitutes acceptance of those changes.

If you have any additional questions or suggestions or need to contact us for any other reason, please click the Contact button below.

Contact

Making A Purchase

There is no minimum order value. Simply browse our collection and add any items that you wish to buy in your shopping basket/cart. Please make sure that you enter your e-mail address correctly as we will use this to acknowledge your order.

While we do our utmost to represent all the colours correctly on our website, how you see the colours will depend on your screen when you make your purchase and we cannot be held liable if the shade you choose is not as you anticipated when you made your purchase. However, if you are unhappy with the yarn and wish to return it please see our Returns Policy on these Terms & Conditions. We use New Zealand Dollars for currency.

Shipping & Delivery

Shipping

To help our customers save on shipping costs, all shipping (New Zealand & Australia) is via Economy Courier. This method does include tracking. Tracking information is emailed to the email address entered during the checkout process. At this time we do not offer an express shipping option. Shipping is clearly indicated at the checkout stage with a description and cost of the service.

Although we provide 'tracked' courier service, we do not take responsibility for lost parcels once they are delivered to the Courier. In the event you do not receive your order, please contact the Courier with your parcel's tracking information.

Delivery

Once your order has been placed you will receive an order acknowledgment, providing that your submitted e-mail address is a valid one. This will be a confirmation that your order has been received by us and is being processed.

Upon receipt of order, every effort will be made to ensure that dispatch is within a maximum of three working days. All goods are subject to availability and if we are unable to supply your goods we will notify you of the expected delivery date. Please allow 5 working days before contacting us about delivery of your order.

Heating Pad Care

All of our heating pad products have care instructions included within the packaging, and it is imperative that these instructions be followed to avoid possible injury. The care instructions are specific for each heating.

To care for your heating pad properly:

  1. Heat each pad according to the specific instructions for that size heating pad. (To avoid possible injury)
  2. Do not wash or get your heating pad wet.

Click Here to visit the care and heating Instructions page.

Warning & Liability

WARNING

Misuse of any Mahana Natural Heating Pads can result in burns. Use at your own risk. You assume all responsibility for misuse.

Liability

Lubba Lubba U Limited’s liability for ANY direct, indirect, punitive, incidental damages, or special consequential damages to property or life (arising out of or connected with the use or misuse of our products expressed or implied) is limited to the product purchase price.

Returns & Refunds

General Information

Because we believe in and value the quality of our products all products have a 100% money-back guarantee.

If your purchase is defective or damaged or the wrong product was shipped, you must contact us within 5 days of receiving it. If you were shipped the wrong product or received a defective or damaged product we may offer a refund, exchange, or mymahana.co.nz store credit.

Products are not returnable or refunded due to a change of mind.

All items MUST be returned within ten days of receiving. Once your returned item is received, we will inspect it for damage and notify you of the status of a refund or exchange. Please allow 3-5 business days for inspection and processing.

Replacing Damaged Items

All damaged items are inspected to ensure it has not been wet, washed, or intentionally damaged. The order invoice must also be included in the package.

Failing to follow the care instructions of any mymahana.co.nz product will make that product ineligible for return or refund.

Refund Eligibility

To be eligible for a refund, returned products must be in their original condition and still have any original tags attached. Any items returned that have been wet, washed, intentionally damaged or are missing parts not due to our error, will not be accepted. The order invoice must also be included in the package.

Failing to follow the care instructions of any mymahana.co.nz product will make that product ineligible for return or refund.

If you are approved, we will process your refund and a credit will automatically be applied to your credit card or original method of payment. Depending on your method of payment, the refund could take up to 5 business days.

Shipping Costs

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Except in the cases of an incorrectly shipped product or receiving a factory-damaged product, you are responsible for paying for the shipping costs for returning your product.

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

We recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

Promise

Here is our promise to you: 100% customer satisfaction.

We fully endeavour to work with all customers to help resolve any issues when purchasing or wishing to return an item.

Sale items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Gift Cards/Vouchers

Please note that we do not offer refunds for gift cards or vouchers.

For International Orders

Please note that we do not offer refunds if you refuse your parcel due to customs charges.

To return your item:

  1. Contact us using the contact form Here.
  2. Provide the following details:
    • Invoice / Order Number
    • The item you wish to return
    • Why you wish to return it
    • And finally, please let us know if you would like an exchange, refund or store credit.
  3. We will then reply to your email and will provide an address for you to return your goods to.

Credit Card Security

When your order is placed on our Site, credit or debit card numbers are encrypted and the details will not be stored.

Terms of Sale

Products displayed on this site are available only while they are in stock. We have made every effort to reproduce colours on this site, however, due to differences in monitors, we are unable to guarantee that the colour you see on your own monitor will reflect the true colour of the item.

Order Cancellations

Sometimes an order can be cancelled by our system, and this may be due to one of the following reasons:-

Item is discontinued

Payment information was not completed

The shipping address is incorrect or out of our area

A duplicate order was placed

The customer requested the cancellation

If your order is cancelled by us you will receive notification of this.

We reserve the right to amend our terms and conditions of business at any time without prior notification.

Mō tātou, ā,mō kā uriā muri ake nei. For us, and our children after us. That's our compass and our kaupapa.

Need Help?

Contact us Here for questions related to refunds and returns.