Refund policy

Refund

We adhere to a 30-day return policy, allowing you a window of 30 days after receiving your item to request a return. However, we reserve the right to refuse returns for reasons such as a change of mind. All costs associated with returning items are your responsibility.

To qualify for a return, the item must remain in the same condition in which it was received, unworn or unused, with all original tags, and in its original packaging. A valid receipt or proof of purchase will also be required.

To initiate a return, please contact us at sales@nzpumpandwaterfilters.co.nz. If your return is approved, we will provide you with instructions on where and how to send the package. Keep in mind that we will not accept items returned without prior request.

For any inquiries related to returns, please feel free to reach out to us at sales@nzpumpandwaterfilters.co.nz.

In order to qualify for a refund, the item in question must be in the same condition as when you received it and remain in its original packaging. Furthermore, you will need to provide proof of purchase or a valid receipt.

To initiate a refund request, please reach out to us at sales@nzpumpandwaterfilters.co.nz. Should your request be approved, we will request that you return the product to us for further examination.

For prompt order cancellations, please inform us immediately.

These conditions will be subject to investigation when processing a refund request for reasons such as:

  1. Arrival damage
  2. Product malfunction
  3. Change of mind
  4. Requesting an exchange
  5. Receiving the wrong product
  6. Discrepancy between the received item and the one purchased online

We will furnish you with a shipping label and detailed instructions on how and where to send the package for returns. Please be aware that we will not accept items sent back to us without a prior return request.

For any inquiries related to refunds, you can always reach out to us at sales@nzpumpandwaterfilters.co.nz.

Upon receiving and inspecting your returned item, we will promptly notify you regarding the approval or rejection of your refund request. If your request is approved, your refund will be automatically processed using your original payment method. Please bear in mind that the processing and posting of the refund by your bank or credit card company may take some time. 

Change of Mind Policy

If you change your mind about a product or service, please note that you are not automatically entitled to a refund or exchange.

Typically, once you purchase a product or service, the sale is considered final unless the item fails to meet a guarantee under the Consumer Guarantees Act. Retailers are not obligated to provide a refund or exchange if:

  • You change your mind.
  • Your circumstances change.

Transaction Fees

If a customer returns a product due to a change of mind or circumstances, a restocking fee may be charged. This fee helps cover the credit card transaction fees of 3% incurred during the initial purchase.


Returns Policy


Damages and Issues

Kindly examine your order as soon as it arrives, and promptly reach out to us if you discover any defects, or damages, or if you have received an incorrect item. This will enable us to assess the situation and take the necessary steps to rectify it.

Exceptions/Non-Returnable Items:

Please be aware that we cannot accept returns for the following items:

  1. Used water filters
  2. Items with damaged packaging
  3. Products exhibiting damage to filter threads and locking mechanisms
  4. Items missing labels, instructions, or essential parts

If you have any questions or concerns regarding the return eligibility of a specific item, do not hesitate to contact us for clarification.

Exchanges

To expedite your acquisition of the desired item, the most efficient approach is to return the product you currently possess. Once the return is accepted, you can proceed to make a separate purchase for the new item.