Customer Support

Returns, Cancellations & Refunds

What do I do if my order is damaged?

If your order is damaged in transit, has a manufacturer defect, or if an incorrect item is shipped to you, please contact us for replacement details within 48 hours of receipt. Email us on info@wetaNZ.co.nz or call us on +64 4 388 8646

How do I return Weta product purchased from an independent retailer?

If you purchased our product directly from a retailer and wish to return it for a replacement or refund, you must contact that retailer directly and complete this process with the original seller. Weta cannot issue direct refunds or replacements for our products sold by other retailers. Most retailers have their own policies with respect to refunds and replacements. Your retailer has a specific contact with Weta or one of our distributors, who will work with them to resolve your situation.

How do I return items purchased directly from Weta (www.wetaNZ.com)?

If your order is damaged in transit, has a manufacturer defect, or if an incorrect item is shipped to you, please contact us for replacement details within 48 hours of receipt. Email us on info@wetaNZ.co.nz or call us on +64 4 388 8646.

Many of our items are Limited Editions that may not be available for replacement at the time the return is received. In this case, we would offer you a full refund of the original product purchase price.

We will pay the return shipping cost if the return / exchange is a result of our error such as a defect / damage or an error in filling your order. If the purchase is being returned for any other reason than those previously stated, the buyer will be responsible for the shipping charges to return the item(s) to us.

You MUST contact us prior to sending an item back. Please contact us as follows

If you contact us at our customer service line +64-4-388-8646, please note our opening hours are New Zealand time 8am to 6pm Monday to Friday. If we are unable to answer the phone, please leave a message with the following information

• Your full name and order number (this can be found on the confirmation e-mail we sent you after you placed your order. If you have an account on our website, you can also find your order numbers in your "Collection & Orders")
• The name of the product.
• The reason for wishing to return the product and whether you are requesting a refund or replacement. Replacement of any item is subject to availability.
• Your contact telephone number and e-mail

If you contact us by email at info@wetaNZ.co.nz, please include the following information

• Your full name and order number (this can be found on the confirmation e-mail we sent you after you placed your order. If you have an account on our website, you can also find your order numbers in your "Collection & Orders")
• The name of the product.
• The reason for wishing to return the product and whether you are requesting a refund or replacement. Replacement of any item is subject to availability.
• In the case of damaged items, please provide us with a full description of the damage and three photos (ideally jpegs) clearly showing the damage.

Please allow at least 48 hours for us to process your request and reply to you. Please remember that any enquiries sent during non-business, weekend hours will be responded to on the next business day in New Zealand

How long does it take to get a refund?

If Weta is required to make a refund to you, we will credit the original purchase price (plus shipping cost where appropriate) to your account. Weta will generate a refund within 7-10 business days after receiving the item into our warehouse. Weta retains the right to refund the customer via whatever method is deemed appropriate. In most circumstances involving credit card transactions, Weta will refund to the credit card account used to purchase.

Credit card companies may take an additional 7 to 21 days to reflect the credit in a customer's account. If Weta has confirmed a refund to your credit card account but the amount has not registered in the account itself, we suggest that you contact your credit card company for more information.

Terms & Conditions

Conditions of Use

Preorders:

• Payment for pre-orders will be processed when items come into stock and are ready for shipping.
• Orders containing more than one pre-order item, or a mixture of pre-ordered and available stock, can either be split into separate orders or delivered when all items are available.

Delivery:

* New Zealand: Delivery in New Zealand is via PostHaste couriers, and can not be made to Post Office Boxes. Some items may also be shipped by NZ Post.
* Australia, Singapore: Shipping is via FedEx International Priority. Prices are those shown in the order completion process. Some items may also be shipped by NZ Post.
* All Other Shipping Destinations:
* Shipping from our UK Warehouse to the UK, Ireland and Europe is via road service
* Shipping from our US Warehouse to the US, Canada and the rest of the world is usually via UPS or USPS.

Exchange Rate Variation:
Weta Limited will not be responsible for refunding any differences in exchange rates from the date of purchase or any currency conversion or any other fees or charges by banking institutions on the original purchase or the refund.

Returns:

* Please read our Returns Policy.

If your order is damaged in transit, has a manufacturer defect, or if an incorrect item is shipped to you, please contact us for replacement details within 48 hours of receipt. Email us on info@wetaNZ.co.nz or call us on +64 4 388 8646

International customs restrictions

If you live in USA, Great Britain or New Zealand, many of Weta's products can be shipped from a warehouse in your country. However, if you live in other countries it will be an international delivery.

Items shipped from a warehouse outside your country may be subject to import duties and taxes, which are levied once a shipment reaches your country. Unfortunately, Weta has no control over taxes and duties in different countries.

The same goes for the time it may take for shipments to go through the customs procedure.

Customs policies and processes vary widely from country to country and you should contact your local customs office for further information. You must also make sure that you comply with any other laws that may apply when importing something to your country.

Sales Tax:

* All prices exclude sales tax, unless otherwise indicated.
* New Zealand GST charges for customers in New Zealand will be shown on the order confirmation page.

Order Confirmation:

* All orders placed over the Internet are subject to confirmation of payment.

Credit Card Charges:

* Credit Card payments will not be charged until your order is ready for dispatch.

Limited Editions:

* Because of the limited editions of some products, all orders are subject to availability.

Please also read our Privacy Notice for information about our security measures and how we will use your personal information
Weta Dollars Program - Terms and Conditions

1. Enrollment in the Weta Dollars Program becomes effective only upon acceptance of these terms and conditions.
2. The Weta Dollars Program (or "Weta Dollars") is sponsored by Weta Limited ("Weta")
3. The Weta Dollars Program membership ("Membership") is open to individuals of at least 18 years of age. Commercial customers and others purchasing items for resale are not eligible for Membership.
4. A member may terminate his or her Membership at any time by submitting a notice of termination via email to Weta at [info@wetaNZ.co.nz]. Membership is not transferable and is subject to present and future program rules. Membership is valid only for purchases made online through the www.wetaNZ.com website.
5. Weta may change the Weta Dollars Program rules, benefits, conditions of participation or point levels for purchases in whole or in part at any time without notice. Such changes may affect the value of the Weta Dollars already accumulated. Weta may change or terminate program partners, if any, and withdraw, limit, modify or cancel any reward, increase the points required for any reward, modify or regulate the transferability of rewards or benefits, institute or add reward blackout dates or limit the number of reward points for use by any one individual on any one purchase.
6. Weta may, at any time, terminate or modify the Weta Dollars Program without any further obligations to members.
7. Abuse of the Weta Dollars Program, including failure to follow program policies and procedures, the sale or barter of Weta Dollars or promotional offers and any misrepresentation of fact relating thereto or other improper conduct as determined by Weta in its sole judgment may result in cancellation of the member's account and future disqualification from program participation as well as forfeiture of all points accrued. In connection with the enforcement of any of the terms and conditions governing the Weta Dollars Program, Weta reserves the right to take appropriate legal action, as it deems necessary, and to recover damages, attorneys' fees and court costs.
8. Weta reserves the right to interpret and apply the policies and procedures communicated in these terms and conditions. All determinations by Weta shall be final and conclusive in each case. These terms and conditions supersede all previously published terms and conditions.
9. As a condition of Membership, Weta Dollars Program members may receive print/electronic point statements, Weta Dollars Program updates and other related materials at Weta's sole discretion.
10. A member may cancel his or her Membership at any time by notifying Weta by mail, e-mail (info@wetaNZ.co.nz) or telephone. Weta, in its sole discretion reserves the right to cancel any Membership.
11. Weta Dollars are valid for two years (24 months) from the date of the purchase when they were earned, after which they will expire.
12. Standard Members of the Weta Dollars Program earn one Weta Dollar for every one US Dollar equivalent spent on eligible purchases on the www.wetaNZ.com website. Weta Dollars earned will be rounded to the nearest whole dollar of the purchase. Weta Dollars will be posted to the member's account as soon as practicable following payment and shipment of the eligible purchase. When a member returns an eligible purchase to Weta, the Weta Dollars previously posted to member's account for that purchase will be deducted from the member's account. Other exclusions may apply. Weta Dollars have no cash value.
13. Members who spend 500 US Dollars or more in any preceeding 12 month period, will be promoted to Gold Collector status. Gold Collectors earn one and a half Weta Dollars for every one US Dollar equivalent spent on eligible purchases on the www.wetaNZ.com website. Members will retain this Gold Collector status for as long as they have spent 500 eligible US Dollars equivalent in the preceeding 12 months.
14. Weta Dollars calculations are based upon dollars spent at checkout on eligible purchases less any dollars spent on sales tax, shipping charges, delivery charges, and less any discounts for Gift Cards, Weta Dollars redeemed, Discount Codes, etc. Gold Collector Status will be calculated off the actual amount paid for the eligible items you order, excluding shipping costs, any applicable sales taxes and any discounts for Gift Cards, Weta Dollars redeemed, Discount Codes, etc
15. Weta Dollars are redeemable at an equivalent of one Weta Dollar per one US Dollar for eligible purchases or at such other rate as Weta may determine in its sole discretion. Weta Dollars that have been redeemed for purchases that have been subsequently canceled or returned for any reason will not be restored to the member's account.
16. Weta is not responsible for communications lost due to change of address or other contact information. Weta Dollars that remain in members' accounts are forfeited after 2 years (24 months).
17. Weta Dollars are not transferable and may not be combined among Weta Dollars Program members. Weta Dollars may not be transferred or conveyed by any means to anyone, including to a member's estate, and may not pass to members' successors and assigns. Accrued Weta Dollars do not constitute property of the member.
18. All Weta Dollars rewards must be earned and redeemed according to the Weta Dollars Program Terms and Conditions. Weta has the absolute right to make the final decision on whether a purchase qualifies for Weta Dollars Program.

Privacy Notice

Our commitment to your privacy

We respect your right to privacy and your right to view and update your personal information which we hold about you. We are committed to protecting your privacy when you visit our site or contact us in any way.

Collecting your personal information

We collect and use personal information about you in order to be able to complete your order

Changing your personal information

You have the right to view and change any personal information we hold about you at any time.

You can do this on the Site by entering your username and password and going to the My Weta section and logging in with your username and password.

Alternatively, you may contact us at info@wetaNZ.co.nz.

Storing your personal information

When you set up your profile, you can choose to store your personal information on the Site in a secure server. This is so you can view and update it as necessary. Your personal information is only able to be accessed by entering your username and password.

If you choose to store them, your credit card details are stored on the Site on our secure server.

You can also purchase without storing your details, in which case we hold your details until your order is completed and your payment is confirmed. After your order is complete, these details are deleted from the system.

No disclosure

We will not sell, rent, or otherwise disclose your personal information to any third party unless:

* We need to do so to provide you with the content, service or features you have requested;
* We are completing financial transactions with our bank;
* We need to do so to protect the rights or property of Weta Limited;
* We are required to do so by law.

Collecting site usage information

We monitor site usage by analysing aggregated user information. This helps us improve the Site to give you the information, services and features you want. This information is aggregated and does not identify you individually.

We do monitor the number of successful logins on each subscriber user name. This allows us to identify potential abuse or unauthorised use of the Site.

Cookies

Weta uses "cookies" to improve your use of Weta services.

We use temporary (per-session) cookies, for the following purposes:

* To "remember" that a Weta account member has logged in. This means that you don't have to enter your username and password more than once per visit.
* To help us keep track of items you have added to your shopping cart for purchase, so we can process your order.

Please note: Our temporary cookies must be accepted in order to login and purchase a product from us. If your browser is set to notify you when you receive a cookie, you will be prompted to accept the cookie (Yes/No). Please select "Yes".

Our cookies are temporary and disappear when you close your browser.

Contacting you

If you have an account, we may contact you to:

* Offer you information regarding products and promotions on the site. This will be in the form of a newsletter from which you will be able to unsubscribe.
* Clarify details about your subscription or purchase decisions;
* Respond to any enquiries you make; or
* Provide any information necessary for the operation and security of our Site.

Links to other websites

Weta provides links to other websites when we consider you may be interested in the content on those sites. We do not necessarily endorse those sites or their content and we have no control over the conduct of the companies or organisations operating those sites.

Before you disclose any personal information to another site, we advise you to check its terms and conditions, including its privacy and security policies.

Privacy complaints

Weta is committed to dealing quickly and appropriately with any complaint you make about your privacy.

If you are concerned that this Privacy Policy may have been breached or your privacy has been violated, please email us immediately at info@wetanz.co.nz. Please include your email address or a daytime telephone number where we can contact you.