Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
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.
To start a return, you can contact us at sales@setupnz.co.nz. Please note that returns will need to be sent to the following address:
15/375 East Tamaki Road, Papatoetoe, Auckland 2013
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.
You can always contact us for any return question at ben@setupnz.co.nz.
Damages and issues
In the unlikely event of any damages or issues with our products, make sure to 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.
Exceptions / non-returnable items
Certain types of items cannot be returned, like those that have been damaged due to accidents caused by the consumer, any item not in its original condition, is damaged or missing parts for reasons not due to our error and we also do not accept any items that are returned more than 30 days after delivery. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Pre-Orders A deposit is required to secure all pre-order items. Deposits are non-refundable if you change your mind. The remaining balance must be paid prior to dispatch or collection. If SetupNZ is unable to supply the product as agreed, a full refund of any amounts paid will be provided. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993.
Exchanges
The fastest way to ensure you get what you want is to contact as soon as you are wanting to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@setupnz.co.nz.