Returns / Replacements

Returns / Replacements policy

We have made a considerable effort to accurately describe the products we sell. In the event that goods are demonstrably not true to description or demonstrably faulty we will accept the goods for return and refund your money without hesitation. If you buy then change your mind we have no obligation to accept goods for refund and if we do we may charge a re-stocking fee at our sole discretion.

We accept responsibility for properly packaging and addressing the goods but we act only as an agent on your behalf for shipping via the courier companies and in the event of the loss or damage to goods in shipping this becomes a claim on the courier company. We will make every effort to obtain compensation on your behalf under such circumstances.

It is your responsibility to determine the suitability of the product purchased for the purpose you intend. In any circumstances the limit of our responsibility is the replacement of any goods accepted for credit or the refund of the applicable purchase cost.

 

Products damaged in transit

Our courier company requires notification within 24 hours of delivery of any damaged in transit goods for insurance claim purposes. In this instance due to time restrictions please email or telephone and we will arrange a re-send.

 

You received an incorrect product

Please telephone by next business day: Ph 0800 789 700

We will arrange courier collection of the incorrect product and send out the correct product. All returns must be in their original packaging and original condition.

Returns and Exchanges

True recommends that customers thoroughly inspect goods upon receipt, and before removing any attached tags and before disposing of any original packaging.

We aim to ensure that your purchase arrives to you in perfect condition. Should you experience a problem with your order, please contact us and we will do our utmost to resolve any issue. Please note: we cannot refund postage and packaging unless goods are faulty.

There is no return or exchange for sale of promotional items.

We will not accept any goods that have been used, altered, damaged, or have their labels removed.

We cannot guarantee that we will be willing to accept the item for return or exchange if you do not contact us via email within 14 days of receiving your goods.

Receiving a Refund

Once your goods have been returned to us within the above stated time frame and passed quality checks, we will process your refund request. Your refund will be processed in the original payment format as your purchase was made within 30 days of the initial return request received via email. All returned products will be credited to the original purchasers including GST but excluding courier charges. You will be notified via email to the address listed on your account when the transaction has taken place. Please note: if we receive your return in a condition which we feel is not fit for exchange or refund we shall get in touch with you to discuss next steps. True New Zealand Ltd reserves the right to refuse an exchange or return for any item sent back in a used or damaged condition.