Returns and Refunds

Thirty days from delivery, and we pay the return postage. This page sets out exactly how a return works, what we cover, and what your rights are under New Zealand law.

Your rights under the Consumer Guarantees Act 1993 come first

Nothing on this page limits them. If a product is faulty, not fit for its purpose or not as described, the Act gives you a remedy no matter what the time limits below say. Everything here is what we offer on top of that.

At a glance

Return window30 days from the date your order is delivered
Who pays the postageWe do. We email you a prepaid return label
Condition requiredUnused, original condition, original packaging
Warranty12 months from the date of purchase on every product
Refund methodBack to the payment method you used
Restocking feeNone

Changed your mind

You have 30 days from the day your order is delivered to send a product back for a refund. To be accepted it needs to be:

  • unused and in its original condition
  • in its original packaging
  • complete, with every accessory, cable, mount and manual that came with it

We pay the return postage and send you a label, so returning an item costs you nothing.

Faulty, damaged or not as described

Contact us with your order number and a photo or a short video of the problem. A clip of the fault happening is worth more than a description, and it usually means we can resolve the whole thing in one email.

We will replace the item or refund it, whichever you prefer, and we cover the postage both ways. If the fault appears later in the 12-month warranty period, the same process applies.

The 30-day window above is for change of mind only. It does not apply to faults. Where a product is faulty, your remedy comes from the Consumer Guarantees Act 1993, and the Act is not limited by any deadline in this policy.

How to start a return

  1. Contact us with your order number and the reason for the return.
  2. We reply with a return reference and a prepaid postage label.
  3. Pack the item in its original packaging, or something equally protective, and attach the label.
  4. Drop the parcel off and keep the tracking receipt.

Please do not send anything back before you have the reference and the label. Unannounced returns are hard to match to an order, and that is what delays refunds.

Cancelling an order

Get in touch as soon as you can. We dispatch every business day, so in practice you have around 24 hours on a working day to cancel.

An order placed on a Friday evening, over the weekend or on a public holiday is not dispatched until the next business day, which gives you longer. Once an order has been dispatched it cannot be cancelled, and the return process above applies instead.

Refunds

We inspect the item when it reaches us and process the refund within 3 business days. It goes back to the same payment method you used at checkout. Your bank or card issuer usually takes a further 3 to 5 business days to show it on your statement, which is outside our control.

What we cannot accept back

  • Items returned outside the 30-day window where there is no fault.
  • Items that have been installed, modified, or damaged after delivery.
  • Products missing their packaging or parts, unless the fault is the reason for the return.

If you are unsure whether something qualifies, ask us before you send it. We would rather have the conversation first.

Questions

Our FAQs cover the common ones, and the delivery page explains dispatch and timeframes. For anything else, contact us.

Last updated 25 August 2026.