How it works

You’ have 30 days to reach out to us if something’s not quite right. Please keep in mind, digital products (like a report, guide, or tool) once downloaded or accessed, are non-refundable.

For some training, events, or specific products, a tailored refund or return policy may apply. This will be shared at the time of purchase – so please make sure to check the details provided for each product or service to see how they apply to your purchase.

If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

When refunds are possible

We know things happen. If there’s been a mix-up, like you’ve purchased the same thing twice or the product wasn’t delivered due to an error on our end, let us know. Just email admin@hera.org.nz with your receipt or proof of purchase within 30 days, and we’ll sort it out.

Some products, training sessions, or events may have their own refund and return policies, which will be clearly outlined when you make your purchase. These specific policies take precedence over the general guidelines outlined here, so be sure to review them when buying.

In general, for training and events:

• e-learn and on-demand offering refunds are available within 7 days of purchase, provided the course has not been accessed. Once the course is accessed, refunds are no longer available;
• webinars and seminar cancellations must be made at least 48 hours before the event to be eligible for a full refund. No refunds are available for cancellations made within 48 hours of the event, but access to the webinar recording (if available) may be offered as a substitute;
• in-person training or seminars cancellations must be made at least 7 days before the event. Cancellations made within 7 days of the event will incur a 50% cancellation fee. No refunds are available for cancellations made within 48 hours of the event; and
• if HERA reschedules or cancels an event, registrants will be offered a full refund or the option to transfer their registration to a new date.

What’s non-refundable?

• Digital products you’ve downloaded or accessed;
• training or tool access once it’s been delivered or started, or
• sale or discounted items.

There are certain situations where only partial refunds are granted:

• printed publications with obvious signs of use or damage; or
• any item that is returned more than 30 days after delivery.

Getting your refund

If a refund is approved, we’ll process your refund, and the money will be back in your account within 7–10 business days. If it’s taking longer, check with your bank or payment provider, as there can sometimes be delays.

Still stuck? Shoot us an email at @admin@hera.org.nz, and we’ll try to help you track it down.

Returning an item

If you are returning a printed publication, you should mail your product to: HERA, P O Box 76134, Manukau,Auckland 2241, New Zealand.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Damage or fixes

We can’t do exchanges for digital products, but if something isn’t working as it should – like a tool isn’t accessible – we’ll do our best to fix it for you. We’re here to make sure you get what you paid for!

If we are unable to fix, then we will explore the option of refund or replacement with you.

We are guided by the principles of manaakitanga and fairness. Our refund and return policy reflects this commitment to support you in your mahi while maintaining transparency and respect.

If you have any questions or concerns, please don’t hesitate to reach out. We value the relationship we share and are here to kōrero and find a solution together.

Ngā mihi nui,
The HERA Team