Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We aim for 100% customer satisfaction. If you are not satisfied with your purchase, you can contact us. We will resolve your case as quickly as we can. You can either return for a refund or exchange with another alternative item.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase within 1 4 days
Shipping costs are non-refundable. If your return qualifies, we’ll happily provide you with an exchange or store credit.
To start a return, you can contact us at a[email protected]. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
If your item is faulty this policy does not apply, instead you will be eligible for remedy under the warranty policy as detailed below.
Our standard warranty process is as follows.
1. Contact us for warranty authorisation and provide all relevant information. We will either need photos or verification of the issue from one of our service agents.
2. For minor defects (repairable) we will either send replacement parts or refer you to one of our local service agents.
3. For major defects (not repairable) we will either replace the item or offer store credit/refund.
We will always endeavour to repair or replace faulty goods within their warranty period. If we cannot do this within a reasonable period of time we will offer store credit or a refund. Exception may be made in the case of damage to or misuse of the item. This includes negligent operation, improper assembly, inadequate maintenance, unauthorised repairs, storm damage and modifications. Limits in cover will apply for businesses. Limitations apply to warranties around rust for sea spray zones, coastal environments as well as areas affected by industrial contamination or geothermal sulphur. Proof of purchase is required and warranties are not transferable. Freight damage or missing parts must be reported to us within 24 hours of delivery.
All warranty claims must approved by a NZshopsmart staff
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
NZshopsmart reserves the right to: