Refund policy
Returns & Refunds Policy
Faulty, Defective, or Incorrect Items
If an item is faulty, defective, not as described, or incorrect, please contact us as soon as possible so we can assess the issue and arrange a suitable solution.
Where the issue is confirmed, we may offer a repair, replacement, refund, or another appropriate remedy depending on the circumstances.
For faulty, defective, or incorrect items, we will cover the reasonable cost of return shipping where a return is required.
No restocking fee applies to faulty, defective, incorrect, or not as described items.
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act or any other applicable consumer law.
Change of Mind Returns
We understand that customers may occasionally change their mind after purchasing an item. For change of mind purchases, we may accept returns within 14 days of delivery, subject to the conditions below.
To be eligible for a change of mind return, the item must be:
- Unused
- In its original packaging
- Complete with all accessories, manuals, parts, and documentation
- Not installed, fitted, damaged, modified, marked, or powered up
- Returned with serial numbers, labels, and factory seals intact where applicable
Change of mind returns must be approved by us before the item is sent back. Returns sent without prior approval may be refused.
The buyer is responsible for return shipping costs for change of mind returns.
Once the returned item has been received and inspected, an approved refund will be issued for the item price only, less a 10% restocking fee.
Original shipping charges, priority shipping charges, rural delivery charges, oversize freight charges, and any other delivery related fees are not refundable for change of mind returns.
Items Not Eligible for Change of Mind Returns
The following items are not eligible for change of mind returns:
- Special order items
- Custom ordered or imported on request items
- Used items sold as is, unless faulty beyond what was disclosed at the time of sale
- Electrical or electronic parts that have been installed, fitted, powered up, programmed, modified, or tested by the customer
- Items missing original packaging, labels, serial numbers, documentation, or factory seals where applicable
- Items returned damaged, incomplete, marked, or in a condition that prevents resale as originally supplied
Return Process
Before returning any item, please contact us with your order number, the reason for the return, and any relevant photos or details.
If the return is approved, we will provide return instructions.
Returned items must be packed securely to prevent damage in transit.
For change of mind returns, the customer is responsible for ensuring the item is returned safely. We recommend using a tracked courier service, as we cannot process a refund until the item has been received and inspected.
Refunds
Approved refunds will be processed back to the original payment method where possible.
Refunds are usually processed within 5 business days after the returned item has been received and inspected. Processing times may vary depending on your bank or payment provider.
For change of mind returns, the refund will be for the item price only, less a 10% restocking fee.
For faulty, defective, incorrect, or not as described items, the appropriate remedy will be handled separately and no restocking fee will apply.
Business and Trade Purchases
Where goods are purchased for business, trade, resale, manufacturing, or commercial use, the customer agrees that the purchase is a business to business transaction where applicable.
To the extent permitted by New Zealand law, any terms that may be contracted out of for business transactions are excluded where it is fair and reasonable to do so.
This does not affect any rights that cannot legally be excluded.
Contact Us
For return or refund enquiries, please contact us before sending any item back.
Please include your order number, contact details, reason for the return, and any supporting photos or information so we can assist you quickly.