Warranty and Returns Policy
Our products come with clear guarantees under the New Zealand Consumer Guarantees Act (CGA). When you shop with us, you can expect your items to arrive in acceptable condition, be fit for purpose, match all descriptions, and be free of minor or major faults. If a product fails to meet these standards, you are entitled to a repair, replacement, or refund.
Manufacturer Warranties
Most items also include a supplier or manufacturer warranty. Because coverage limits vary by product, please review the included documentation or contact our customer service team for specific details.
How to Lodge a Return or Claim
If you receive a faulty or incorrect item, please notify us immediately. The fastest way to process a return or replacement is to submit an online request. Our team will review your order details and contact you with the next steps.
Resolutions & Timeframes
- Within 3 Months of Purchase: If a product develops a fault within the first three months, you can generally choose between a full refund, a replacement, or a repair.
- After 3 Months of Purchase: For faults that occur after three months, we reserve the right to attempt a repair first before offering a replacement or refund, in line with CGA guidelines.
Shipping Costs for Inspections
If we need to inspect an item to assess a warranty claim, we will provide a prepaid return shipping label. Please note that if our assessment shows the product is not faulty, you may be charged for the return shipping costs.
Change of Mind Policy
We want you to love your purchase. If you change your mind, we gladly offer an exchange or store credit within 14 days of purchase.
To qualify for a change-of-mind return:
- Items must be unopened, unused, and in their original condition with all tags and packaging intact.
- You must provide a valid proof of purchase (such as your receipt or order confirmation).
- Shipping will be for your account. We can either arrange a collection from our end (chargeable) or you can request a return form and arrange your own courier.
Delivery Inspection Window
Please inspect your items immediately upon delivery. You must report any transit damage or discrepancies within 7 days of arrival. Reports made after 7 days may be declined, as it becomes difficult to verify if the damage occurred prior to or after delivery.
Important Policy Terms
- This policy strictly complements, and does not replace your legal rights under the Consumer Guarantees Act.
- A valid proof of purchase is strictly required for all warranty claims.
- We reserve the right to physically inspect any product before approving a claim.
- Warranties do not cover damage caused by misuse, neglect, accidents, or standard wear and tear.