Returns & Warranty Claims

We will happily ensure that all of our obligations are met relating to the Consumer Guarantees Act 1993 which sets out minimum standards for goods sold by us and the Fair Trading Act 1986 which is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.

We ask that you inspect the goods upon arrival and notify us within 48 hours of receipt of the goods of any alleged defect or damage. Where the customer fails to comply with these guidelines, the goods shall be conclusively presumed to be accepted in accordance with the terms and conditions and free from any defect or damage.

Reasons for Return

An item may be returned if:

  • The item is received damaged
  • The item is not as described at purchase
  • The item was purchased incorrectly

Damaged Goods Returns

The customer shall inspect the item(s) on arrival and shall within 48 hours of receipt of the goods notify us of any alleged defect or damage. Where the customer fails to comply with these guidelines, the item(s) shall be conclusively presumed to be in accordance with the terms and conditions and free from any defect or damage.

Goods not as described

If you believe the item(s) received are not as described you have the right to return them as per the Consumer Guarantees Act 1993 or Fair Trading Act 1986. To discuss the return of an item(s), please contact our Customer Service department at +64 9 415 7488, or e-mail us at info@tradestore.co.nz outlining why you believe the item(s) do not meet your expectations

Incorrect Purchases

If an incorrect purchase was made by the customer and the item(s) is unwanted we will be happy to accept a return so long as it is within 30 days of purchase and the item(s):

  • is unused, in brand new condition and in its original packaging(if any).
  • is returned in the same condition they were received.
  • being returned is packaged in its original packaging, unused and unopened.
  • is not damaged and there is no markings or engraving on the item(s)

Unless faulty, item(S) will not be accepted for return if they have been opened or used.

If the return is due to an incorrect purchase you will be required to ship the item(s) at your expense (see – Sending it Back to Us).

Sending it back to us

If your order complies with the above guidelines and you wish to request a refund or product exchange, please contact our Customer Service department at +64 9 415 7488, or e-mail us at info@tradestore.co.nz

When we’re paying

After the return of the item(s) has been authorized you will be emailed a return label. This label will be need to be printed and fixed to the parcel and the courier company contacted to arrange pick-up.

When you’re paying

Pack the item(s) into a sturdy carton and return package via insured Courier or NZ post.

**Keep a record of your shipment until you have received your replacement, credit or refund**

Send returns to:

Trad.esstore
2E Rothwell Ave
Albany
Auckland NZ
0632

Once the item(s) has been received a Customer Service Representative will make contact. Where possible the return will be actioned within 2 business days. If a refund is applicable it will be processed immediately after contact has been made.

In the event of an exchange, where possible the replacement item(s) will be sent within 2 business days of receipt of the original item(s).

Important - When returning an item you must include a copy of your invoice along with a note outlining your reason(s) for the return. (return form on line?)

Refund Method

If a refund is applicable it will be processed within 2 business days of receiving the returned item(s). The refund will be processed through bank transfer, credit card refund, or PayPal refund depending on how you made your purchase.

Responsibility for Return Shipping Costs

Return and exchange shipping costs will be paid by us unless the item(s) is being returned due to customer error.

Warranty Claims

Trad.eStore’s warranty covers items purchased for 12 months from the purchase date excluding items covered by a manufacturer’s warranty applies. TradeStore’s warranty claims cover any fault, defect or failure occurring as a result of the manufacturing process. We will always endeavour to repair or replace faulty item(s) where claims are made within their warranty period.

Damage or fault occurring as a result of misuse, negligent operation, inadequate maintenance, unauthorised repair or modification, accident, or wear and tear is not covered by our warranty policy.

All warranty claims must first be approved by a TradeStore representative. If the item(s) is still under warranty then the repair will be at our expense including the freight to return the repaired or replacement item(s).

If the item(s) is out of warranty, we may still assist with having the item(s) repaired, however, all costs pertaining to the repair will be charged to the customer.

In the case of repair, you will be required to return the item(s) to us or to a nominated service or repair centre closer to your location, as determined by us. We will then endeavour to have to repair or if necessary replace the item, and get it back to you within a reasonable timeframe.

If you have any questions or would like to make a warranty claim please contact our Customer Service department at +64 9 415 7488, or e-mail us at info@tradestore.co.nz so we can assist you through the warranty claim process. To assist us with this process please have the order number, name of the item at fault and the full details of the fault.

Once we have received the information we will assess the warranty claim and contact you to arrange the best solution for you.

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