Returns

Returning a Product that you Bought Online

In most cases you can return products you have bought online.

While the Consumer Guarantees Act and Fair Trading Act provide the basis for The Warehouse’s returns policy, we in fact go above and beyond the expectation of these two statutory laws. The Warehouse has a 12 month money-back guarantee with printed proof of purchase. For a product to be returned under our policy, that product must be in a resalable condition unless faulty or otherwise defective. It’s this policy that provides you peace of mind while shopping at The Warehouse.

Restrictions and exceptions resulting from New Zealand Copyright laws and health and safety issues mean a refund or exchange is only available for the following products if that product is defective:

Music CDs
DVDs
PC Software
Gaming Console Software
Underwear
Earrings

If a product is deemed unsatisfactory, we can offer to exchange it for another one (ie: a different colour or size) or another product for the same value.

Proof of purchase is required in order to get an exchange or a refund.

There are also some restrictions that apply in relation to mobile phone returns, electronics and jewellery. To see the full Refund Policy please click here.

Mobile Phones

Telecom

The TWL Returns Policy does not apply to mobile phones. Please see the Returns Policy on TWL's website www.thewarehouse.co.nz for further details.

However, mobile phones are covered by the Consumer Guarantees Act 1993 and you may choose to have a defective mobile phone repaired under the Act.

All Telecom & Boost mobile phones returned for repair will be sent to Telegistics for assessment. A bond of $55 is payable. This service may take up to 28 working days. If your phone is under the manufacturer's warranty, the phone will be repaired by Telegistics and the bond will be returned to you together with the repaired phone.

If your phone is not covered under the manufacturer's warranty, the bond is paid to Telegistics for the cost of assessment. The bond is not refunded to you (even if you decide not to have the phone repaired). You will be notified of the costs of repair if the phone is not under warranty. If you decide to have the phone repaired, you must pay all repair costs when you collect your repaired phone. Note: The warranty will not apply to any phone that has been damaged by liquid or impact (regardless of time of purchase and proof of purchase).

Telegistics, Telecom and The Warehouse Ltd accept no responsibility for the loss of any user data or settings in any phone which is sent in for assessment or repair. Customers are advised to back up all data prior to submitting the phone for repair.

Vodafone

The TWL Returns Policy does not apply to mobile phones. Please see the Returns Policy on TWL's website www.thewarehouse.co.nz for further details.

However, mobile phones are covered by the Consumer Guarantees Act 1993 and you may choose to have a defective mobile phone repaired under the Act.

All Vodafone mobile phones returned for repair will be sent to Mobilefone Repair for assessment. A bond of $55 is payable. This service may take up to 28 working days. If your phone is under the manufacturer's warranty, the phone will be repaired by Mobilefone Repair and the bond will be returned to you together with the repaired phone.

If your phone is not covered under the manufacturer's warranty, the bond is paid to Mobilefone Repair for the cost of assessment. The bond is not refunded to you (even if you decide not to have the phone repaired). You will be notified of the costs of repair if the phone is not under warranty. If you decide to have the phone repaired, you must pay all repair costs when you collect your repaired phone. Note: The warranty will not apply to any phone that has been damaged by liquid or impact (regardless of time of purchase and proof of purchase).

Mobilefone Repair, Vodafone and The Warehouse Ltd accept no responsibility for the loss of any user data or settings in any phone which is sent in for assessment or repair. Customers are advised to back up all data prior to submitting the phone for repair.

How to Return a Product

Products can be returned to stores. You will need your tax invoice (receipt) available as information on this is needed as proof of purchase. Refunds will be credited against your original method of payment, eg to the credit card you used to make the purchase. If you would like to return a product but cannot get to a store then please contact us on 0800 RED ONLINE (0800 733 665) Monday – Friday 8.30am – 6pm to arrange this. Make sure you have your order details handy.

Refunds

We apologise if you have received a product that is faulty, or if you have received the wrong product. You are welcome to an exchange or refund. Please contact us on 0800 RED ONLINE (0800 733 665) Monday – Friday 8.30am – 6pm to arrange this. Make sure you have your order details handy.

Wrong Product Delivered

If you have ordered something online and received the wrong product, we apologise and you are more than welcome to an exchange or refund. Please contact us on 0800 RED ONLINE (0800 733 665) Monday – Friday 8.30am – 6pm to arrange this.

Faulty Products

Under the Consumer Guarantees Act you are entitled to have your product repaired, replaced or refunded.

All products supplied by The Warehouse are vigorously tested to international standards. However, as with any mass produced products, there will always be the probability that a tiny percentage may exhibit a fault, which is why we provide a full one year warranty on all goods.

Simply contact us on 0800 RED ONLINE (0800 733 665) Monday – Friday 8.30am – 6pm to enquire about returning the product for inspection. Alternatively you can return the product to your nearest Warehouse with proof of purchase.

Damaged Product

If you suspect your product has been damaged during delivery please do not throw away the parcel or cover in which the product came as Courier Post will need to inspect it. Please contact us on 0800 RED ONLINE (0800 733 665) Monday – Friday 8.30am – 6pm and we will organise the return of the product for inspection and will endeavour to send you a replacement as soon as possible.

Money Back Guarantee

To see the full Returns Policy please click here.