Our general Terms and Conditions are in reference to additional terms and policies to be applied for use of our Website at all times. This pertains to whether you are a guest or a registered Wētānz account holder. Please ensure you have read and understand our Terms and Conditions carefully, please reach out to our customer support team if you require any further clarification.
1. Our Cancellation policy states that our Support team cannot guarantee cancellation of your order on request. Any request to cancel an in-stock order needs to be within 24 hours of placing that order. Once an order has been shipped, we cannot cancel your order. If you do reach out to us to cancel your order any time after 24 hours, and your item has not shipped, you will be charged a $20 cancellation fee to resolve the cancellation.
2. Please ensure you have selected the correct store location when checking out, we cannot change the location once your order has been placed. Please always check and confirm you are happy with the shipping cost displayed in the cart before placing your order.
3. When you place a Pre-Order on the Wētā Workshop website:
- We charge a non-refundable deposit (25%) at time of order.
- We will not charge the full purchase price to your credit card until your item is ready for dispatch.
- If you choose to pay via Payment Plan, your first instalment will consist of the total cost of shipping, tax and 25% deposit. Your remaining instalments will be the remaining balance split evenly.
- You may change your mind and cancel an order at any time until we charge your card approximately 2 days prior to dispatch, however if you cancel an order, you will forfeit the non-refundable deposit and pay a $20 administration fee.
- The Automated Payment feature within our Pre-orders or Payment plans is only compatible with Visa and Mastercard payment methods.
4. Wētā Dollars are redeemable at an equivalent of one Wētā Dollar per one US Dollar for eligible purchases. You can apply Wētā Dollars to your purchase when using Visa or Mastercard. When using PayPal Wētā Dollars are not redeemable.
5. If Wētā Workshop is required to make a Refund to you we will credit the original purchase price (plus shipping cost where appropriate) to your account. Wētā Workshop retains the right to refund the customer via whatever method is deemed appropriate. In most circumstances involving credit card transactions, Wētā Workshop will refund to the credit card account used to make the purchase originally. Refunds will be considered on a case-by-case basis.
6. Any Lost Parcel claims must be raised within 90 Days of the shipping date. We can no longer raise a claim with a postal service after this period and will not be able to issue a refund. Please contact the shipping company in the first instance for updates about your order. Once you've confirmed your order has been declared lost, please notify our team at support@wetanz.co.nz with confirmation from the shipping company. Until we have confirmation from the post office/ courier that an order has been declared lost we cannot provide a replacement order.
7. Our Return policy states that if your order is damaged in transit, has a manufacturer defect, or if an incorrect item is shipped to you, we require notification within 48 hours of delivery. There can be many reasons your order may be returning to sender, and will be dealt with on a case-by-case basis. Please note there are some scenarios where the customer will be held responsible for return shipping charges.
8. Prices do not include import fees, brokerage fees, duties, tariffs, taxes or other imposts or charges which may be payable in relation to your order. You are solely responsible to pay any import fees, duties, taxes, and other imposts or charges which are payable in relation to your order. Any applicable New Zealand GST charges for customers in New Zealand or VAT for customers in Europe will be shown on the order confirmation page at checkout. EUR VAT is only charged at checkout if your order total sits under 150EUR. Please note, if tax is NOT applied by Wētā Workshop to orders shipping from outside your customs area, these charges are levied by the customs in your country along with any further taxes and import duties that may be applicable. We ask that customers ensure they are familiar with their local import fee and tax requirements before completing their order.
9.Our Damages policy and procedure states that each request will be handled on a case by case basis. Our support team will review your request and we will offer a solution based on the issue and stock availability. We reserve the right to decline damage claims and all claims must be accompanied by photos. Most minor damages will be resolved with a percentage refund. If a full replacement is required this may be subject to our Limited-Edition replacement process, which involves destroying the original collectible before a replacement is sent. Our team will be sure to instruct you if this does apply to your order.
10. Items shipping into the UK also incur a Brexit shipping charge that is reflected in your shipping quote. This is a compulsory import charge for all shipments into the UK post Brexit, and as such we must pass this cost on to the consumer, Wētā Workshop does not receive any funds from this charge.
11. Pending Shipping Policy - Occasionally a product on pre-order will be listed without a confirmed shipping price, that is to be later quoted and paid when the item is released. All of our products under Pending shipping will clearly display on the product page and you will be reminded again at checkout.
12. Wētā Workshop reserve the right to revise our terms and conditions (or any part of them), and can add further terms and conditions at our discretion.
13. Wētā Workshop will update our website as required at our discretion. While we endeavor to keep the website up to date with the latest possible information, please be aware that some product may be discontinued without notice, and some product information may be out of date.
14. Account Information and passwords are confidential, if you suspect or know someone other than yourself is accessing your account please notify our customer support team.
15. Please note that Wētā Workshop provide additional Terms and Conditions for various sales and Promotional activity. These terms will be clearly advertised at the time of sale, promotion or giveaway. Please ensure you review the applicable terms as well as our Privacy Policy. If the terms for a promotion conflict with these terms, the promotion rules will apply.
16. Any orders created within a Sale/Promotional period for discounted items are also subject to the specific Sale/Promotional Terms and Conditions. When you agree to these terms, you are also agreeing to the Sale/ Promotional terms.
17. Wētā Dollars Program Terms and Conditions