Cancellation & Refund Policy
Cancellation & Refund Policy
B2B sourcing service policy. This covers sourcing research fees, samples, production deposits, freight and service commissions.
1. Sourcing Research Fees and Refunds
What it is: The research fee is NZ$399.99 for the first product and NZ$319.99 for each additional product. Additional-product pricing already includes the discount; no discount code is needed. It covers vetting 3-5 factories, a landed cost sheet, recommendation + risk score, QC guidance and freight breakdown. It is NOT a product deposit, sample fee, or freight payment.
A. Before Work Starts:
The research fee paid is fully refundable. Email cs@shophub.co.nz with your order or enquiry reference.
B. After Work Starts:
The research fee is non-refundable, except for the unsuccessful-product refund below.
C. If No Factory Price Can Be Sourced for a Product:
We retain NZ$99.99 for each unsuccessful product. The refund is NZ$300 for the first product charged at NZ$399.99, or NZ$220 for an additional product charged at NZ$319.99. This calculation applies separately to each unsuccessful product in a multi-product enquiry. You will receive a search summary report.
2. Samples & Sample Freight
• Sample cost + sample courier freight is non-refundable once ordered from factory.
• Factory charges for sample whether you like it or not - they made it for you.
• If sample is defective/wrong spec, we will negotiate replacement/rework with factory at no extra commission, but factory may charge again.
3. Production Orders - Payment Through ShopHub NZ
Product-sourcing payments are made to ShopHub NZ through Shopify / PayPal secure payments, not directly to suppliers. You pay ShopHub NZ and we pay the supplier as your agent.
• Before factory starts production: 90% refund, 10% retained for admin/FX/bank fees.
• After production starts: No refund. Deposits are non-refundable.
4. Freight - Air & Sea
• Once freight is booked with forwarder, freight is non-refundable.
• If you cancel before booking, full freight estimate is voided.
5. Service Commission / Agency Fees
The full research fee paid for an enquiry (NZ$399.99 for the first product and NZ$319.99 for each additional product) is credited against the commission on the combined order. The research fee remains the minimum charge if commission is lower; unused credit is not refunded. Any additional commission is payable at order placement and equals the combined-order commission less the research fee paid, with a minimum additional balance of NZ$0.
• Any service commission invoiced by ShopHub NZ is non-refundable once invoice is issued and work has commenced.
6. Duties, GST, VAT & Customs - Not Refundable By Us
You are Importer of Record for NZ/AU/US/CA/UK. Duties, GST/VAT, customs brokerage are payable by you and are not refundable by ShopHub NZ. See Duties & Taxes.
7. How To Request Cancellation
1. Email cs@shophub.co.nz
2. Subject: CANCELLATION - Order #XXXX
3. Include: Reason + screenshots
4. We respond within 1 business day 9am-5pm NZST Mon-Fri.
8. Chargebacks & Disputes
Chargebacks for non-refundable services that have been delivered will be contested with evidence of delivery.
9. Related Policies
This must be read with: Sourcing Service Terms, Shipping Policy, Duties & Taxes, Secure Payments, Legal Notice, Contact Information.
ShopHub NZ • Auckland, New Zealand • Factory Direct From MOQ 10 • shophub.co.nz • Last Updated: 2 Nov 2026