Our Customer Service team determines eligibility for refunds and exchanges once customers have contacted us and explained the reason for their return. Returning packages without prior approval from Customer Service may delay or void your return.
General Returns
You may request a return for an item(s) within 14 days of receiving your order for a full refund of the original payment. Refunds will be processed to your original payment method (excluding shipping costs) once the returned item has been received and inspected through our New Zealand warehouse.
To qualify for a general return, the item(s):
- Must be in resalable condition
- Must be free from scratches and/or defects
- Must not have been installed
- Must be in the original manufacturer’s packaging
- Must not have any writing or damage on the original packaging
- Must not be missing any parts
- Must not be clearance, liquidation, or closeout items
- Must not be an electrical appliance
Restocking Fees
In most cases, no restocking fee applies. Exceptions include general returns for discounted or specially negotiated items.
Damages
If a product arrives and the packaging appears damaged in any way, please sign for the delivery as “unchecked” or “damaged”.
Once you have accepted delivery and signed for your order, ownership and responsibility for the goods pass to you. Please check your items as soon as possible and within 48 hours of receipt, even if you do not plan to install them immediately.
Any damage or missing items must be reported to us within 48 hours; claims made after this period may not be accepted.
We will resolve all verified damages or shortages promptly—either by sending replacement parts or a full replacement item at no additional cost to you.