Refund policy

Waihana Return & Refund Policy

Effective date: 1 January 2026. This policy applies to all orders placed on or after the effective date and forms part of the terms of sale accepted at checkout.

1. Overview

At Waihana, every product is inspected and photographed before it ships. We stand behind our craftsmanship, and we make our return terms clear up front. By completing a purchase, you acknowledge and accept this policy.

We offer a 30-day return window from the date of delivery for eligible items, subject to the conditions and exclusions below.

IMPORTANT: All approved refunds are issued as WAIHANA STORE CREDIT. We do not issue refunds to the original payment method except as required by law or in the case of an order cancelled before shipment (see §5) or an out-of-stock cancellation (see §6).

2. Return Eligibility

An item qualifies for return only if all of the following are true:

It is in the same condition in which it was delivered — no signs of wear, use, fitting, or handling damage;
All original hang tags remain attached;
It is in its original packaging (bag, mailer, or box, folded as received);
You have proof of purchase (order number or order confirmation email); and
You have received a Return Authorization (RA) number from Waihana before shipping the item back.

Items returned without a valid RA number, or that fail inspection under §4, are not eligible for credit and will be handled under §4.3.

OPEN-CELL WETSUITS — READ THIS Open-cell neoprene is a delicate, high-performance material. Tears, gouges, or punctures to the open-cell interior — including damage caused by fingernails, jewelry, or donning the suit without water or lubricant — are signs of handling and use, and an item showing such damage is not in the condition in which it was delivered. See §§5 and 7.

3. Refund Form, Fees & Return Shipping

3.1 Store Credit & Restocking Fee

All approved returns are refunded as Waihana store credit. Store credit expires one (1) year from the date of issuance.
A 15% restocking fee is deducted from every return. This covers the individual inspection, refolding, and re-inventory of each returned suit by hand.
No restocking fee applies to returns under §5 (items delivered damaged, defective, or incorrect) where Waihana's fault is confirmed.

3.2 Return Shipping

Domestic (US) returns: Waihana provides a prepaid return label upon RA approval. The actual postage cost of that label is deducted from the store credit issued. If you prefer to ship at your own expense, you may do so prepaid and insured — Waihana is not responsible for return shipments that are lost or damaged in transit.
International returns: Return shipping is the customer's responsibility. Ship prepaid and insured and provide Waihana the tracking number. Waihana is not responsible for return shipments that are lost or damaged in transit.

4. Return Process

Request: Email sales@waihana.com within the 30-day window with your order number and reason for return. You may also initiate through your Waihana customer account page.
Authorization: If approved, you will receive an RA number and shipping instructions. The RA number must be clearly marked on the outside of the return package. Unauthorized returns are rejected and returned to sender.
Inspection: All returned items are inspected upon receipt and compared against our pre-shipment quality-control records for that unit.
- Pass: Store credit is issued within 10 business days of receiving the item. Allow an additional 1–3 business days for the credit to appear in your account.
- Fail (signs of wear, use, or handling damage; missing tags; altered condition): No credit is issued. The item will be returned to you at your expense, or discarded at your instruction. Waihana's inspection determination is final.

5. Items That Arrive Damaged, Defective, or Incorrect

Please inspect your order immediately upon delivery.

Claims must be submitted within 5 days of the carrier-recorded delivery date, by email to sales@waihana.com.
Every claim must include clear photographs of: (a) the damage or defect, (b) the item's attached tags, and (c) all original packaging, inside and outside. Claims without required photographs, or submitted after the 5-day window, cannot be accepted.
Waihana may request additional photographs or video. Claims are assessed on photographic evidence plus our dated pre-shipment QC records. Waihana is not obligated to conduct a physical inspection before making a determination, and may condition a physical inspection on return of the item under an RA number.
If Waihana determines the item was delivered damaged, defective, or incorrect, Waihana will — at its option — repair, replace, or issue store credit for the full purchase price with no restocking fee and with return shipping (if required) at Waihana's expense.
If Waihana determines the damage is not covered (see §7), the item is not eligible for return, replacement, or credit.

6. Order Cancellations & Out-of-Stock Refunds

6.1 Customer-Requested Cancellations

If you request cancellation before your order has shipped, Waihana will cancel the order and issue a full refund to your original payment method, with no restocking fee.

Once an order has shipped, it cannot be cancelled. If you no longer want the item, you may initiate a return after delivery under §§2–4.

6.2 Waihana-Initiated Cancellations (Out of Stock)

If Waihana is unable to fulfill your order due to an inventory discrepancy or stock-out after your order is placed, we will notify you promptly and issue a full refund to your original payment method — no restocking fee, no deductions.

7. Damage Not Covered

The following constitute damage occurring after delivery, or resulting from use, handling, or improper care. They are not manufacturing defects and render an item ineligible for return or credit:

Tears, gouges, or punctures to open-cell neoprene caused by fingernails, jewelry, watches, or other contact during handling, fitting, donning, or doffing;
Damage from donning or doffing a wetsuit without water or an approved lubricant, contrary to the care instructions included with every suit and published on each product page;
Stretching, seam stress, or tearing from forcing an incorrect size;
Abrasion, cuts from fins/weights/gear, hook or spear damage;
Damage from sunlight, heat, chlorine, solvents, machine washing or drying, or improper storage;
Normal wear and tear, and cosmetic variations inherent to natural rubber neoprene.

Whether damage falls within this section is determined by Waihana based on the physical characteristics of the damage as shown in photographic or physical evidence. A customer's statement about how or whether an item was handled does not, by itself, establish that damage occurred before delivery.

8. Non-Returnable Items

We do not accept returns of:

Clearance merchandise, factory outlet, or discounted items marked final sale at time of purchase;
Custom or personalized products (made-to-measure, custom color, or embroidered items);
Items that have been used, worn in water, or show any signs of use;
Personal care or hygiene items (including hoods and gloves) once removed from original packaging;
Hazardous materials;
Gift cards; and
Pre-order deposits.

9. Exchanges

Exchange requests may be made within the 30-day window via your customer account page or sales@waihana.com. Exchanges are subject to the same eligibility, inspection, and shipping terms as returns (§§2–4). If the requested replacement is not available, a store credit will be issued instead.

10. Limited Manufacturing Warranty

Waihana warrants its wetsuits against defects in materials and workmanship for 90 days from the date of delivery.

The exclusive remedy is repair or replacement, at Waihana's option. Warranty claims do not qualify for refunds or store credit unless Waihana determines repair and replacement are both impracticable.
No restocking fee applies to confirmed warranty claims.
Warranty claims follow the same photographic evidence process as §5.
This warranty does not cover damage described in §7, items purchased from unauthorized resellers, or items modified or repaired by anyone other than Waihana.

11. Quality Control & Records

Every Waihana wetsuit is individually inspected and photographed prior to packaging, and each shipment is recorded with carrier tracking. These records are internal quality-control documentation and are not released to customers. In the event of a payment dispute, Waihana provides its complete records — including dated pre-shipment photographs, delivery confirmation, and all correspondence — to the payment processor or card issuer for independent review.

12. Shipping Damage

Damage caused by the carrier must be reported under §5 (within 5 days, with photographs of the item and all original packaging, which must be retained until the claim is resolved). Waihana will pursue the carrier claim on your behalf; your remedy is as described in §5.

13. B2B & Dealer Accounts

Return and refund terms for B2B/dealer accounts are governed by your Waihana dealer agreement and may differ from this policy. Contact your account manager for details. This policy applies to direct-to-consumer orders only.

14. Disputes

If you are dissatisfied with a determination under this policy, contact sales@waihana.com and request escalation; a manager will conduct one final review. Waihana's determination following that review is final.

By purchasing, you agree to contact Waihana and complete this escalation process before initiating a payment dispute. Waihana responds to all payment disputes with its complete records as described in §11.

Waihana communicates regarding an order only with the purchaser of record or the cardholder.

Waihana reserves the right to refuse returns, exchanges, or future orders in cases of policy abuse, including repeated returns, fraudulent claims, or misrepresentation of an item's condition or history.

15. Your Statutory Rights

Nothing in this policy limits any rights or remedies you may have under applicable law that cannot be excluded or limited by agreement. This includes, without limitation, consumer protection rights under the laws of Australia, the European Union, the United Kingdom, and other jurisdictions where mandatory statutory rights apply.