We want you to be totally satisfied with our products and service.
There may be times when you need to return your purchase. Our Returns Policy is designed to assist you in returning your product. Your rights and remedies under Returns Policy are in addition to other rights and remedies you may have under New Zealand consumer law.
When to return a product: We offer you a replacement, credit or refund where products have a major failure, such as:
- When they are faulty;
- Wrongly described;
- Different from a sample shown to you; or
- Do not do what they are supposed to do.
We will pay for return freight for any product assessed as having a major failure.
How to return a product: Please contact us using the contact form providing your details, the order number and the reasons you are seeking a refund or exchange. We will then provide the details necessary for you to return the item in accordance with this policy.
Try to return the product in the same condition as it was purchased (including manuals, accessories and packaging) and provide us with any extra information we may need to process your return.
Consumer guarantees under the New Zealand Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels. Our Staff can assist you with further information about the warranty period for the product you return.
Assessing your return: We may need to conduct an assessment of your product to determine whether a repair, replacement or refund is appropriate.
Liaise with the manufacturer: For some product assessments you may have the option to liaise directly with the manufacturer, or their repair agent. Our team members can provide you with the relevant manufacturer contact details. Products assessed as having a minor fault will be repaired by the manufacturer and returned to you within a reasonable time. We offer a refund or replacement if the product is assessed as having a major failure.
Exclusions: In some cases a refund, replacement, or repair may not be offered if you:
- Substantially modify the product;
- Misuse the product contrary to user instructions or packaging labels; or
- Simply change your mind.
Your rights under the New Zealand Consumer Law: This Returns Policy is in addition to the conditions and guarantees which are mandatory as implied by the Consumer Guarantees Act 1993 (NZ).
Further information: For updates to this Returns Policy please visit our website. You can discuss our policy with us at any time.