Refund policy

Changed your mind?

You've got 30 days from purchase to change your mind.

The item must be unused and in its original condition.
Email contact@twilloutdoors.com with your order number, and tell us whether you'd like a refund or a different colour.
Please contact us before sending anything back. We'll reply with instructions and the return address, so your parcel doesn't go astray.
We'll reply within 1–2 business days with the next steps.
Return postage is on you.
Once it's back with us, we'll refund the full price you paid for the item, or send your new colour with free standard shipping.

Return address: Twill Outdoors returns, c/o Goodlids, 1/90 Mount Eden Road, Mount Eden, Auckland 1024, New Zealand. Please include your order number in the parcel.

Once your return arrives and we've checked it, we'll refund it to your original payment method within 5–10 business days. Your bank or payment provider may take a few extra days to show the money in your account.

Faulty, or not what you ordered?

That's different, and it isn't a change-of-mind return. If your order arrives damaged or faulty, or isn't what you ordered, email us your order number and a photo and we'll put it right. These rights come from the Consumer Guarantees Act and apply whether or not the item has been used.

Lifetime Warranty

Our Lifetime Warranty covers manufacturing defects in the hammock, straps and carabiners, including the fabric, stitching, seams and workmanship, for as long as you have them and we're operating.

It doesn't cover accidents or improper use, normal wear and tear, or sun damage and fading.

To make a claim, email us your name, order number and photos of the problem. If it's a manufacturing defect, we'll repair or replace it, or refund you if we can't do either.

This warranty is in addition to your rights under New Zealand consumer law, including the Consumer Guarantees Act, and doesn't limit them.