ONLINE RETURNS POLICY AND MONEY BACK GUARANTEE

How to Return a Product | Refunds | Wrong Product Delivered | Faulty Products | Damaged Products  | Backorders | Clearance Items | Mobile Phone Returns


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

The Consumer Guarantees Act and Fair Trading Act provide the basis for The Warehouse’s returns policy and as a business we go above and beyond the expectation of these two statutory laws. The Warehouse has a 60 day change of mind Money Back Guarantee with proof of purchase. For a product to be returned under our Money Back Guarantee 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. Some restrictions and exceptions apply.

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:

  • Mobile Phones
  • CDs, DVDs, vinyl and albums (copyright)
  • Opened PC and Gaming Console Software
  • Opened Software
  • Confectionery
  • Consumables (perishable products – Health and Beauty, e.g.: cosmetics, pharmacy products, vitamins)
  • Lingerie (including sets)
  • Hosiery
  • Underwear
  • Swimwear (including sets)
  • Jewellery (earrings)
  • Opened Printer cartridges
  • Special or Wholesale orders.

NOTE: These products are still guaranteed under the Consumer Guarantees Act.

Consumer Guarantees Act 1993

The Consumer Guarantees Act sets out minimum standards for goods sold by The Warehouse Ltd. In the event that goods sold are deficient or faulty, the retailer has the obligation to repair, replace or refund. Refer to Consumer Guarantees Act for more information.

Fair Trading Act 1986

The Fair Trading Act is designed to protect the customer from 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 and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.

Exchange

We can offer to exchange products for another one (i.e. a different size or colour etc) or another product of the same value. Proof of purchase is required to obtain an exchange, although we may waive this requirement if we believe we have sold the product. Please note, as mentioned above, products returned or exchanged must be in a resalable condition with packaging intact and all labels etc returned with the item. Exchanges are not available on products listed under the Restrictions and Exceptions list above, except where the product is deemed faulty.

Money Back Guarantee

Our Money Back Guarantee is a key aspect of our business. If a customer changes their mind about a purchase and has proof that they purchased the goods from our stores within the last 60 days they may obtain a refund. A refund will be made in the same tender as the original purchase. Please note that product returned must be in resalable condition unless faulty or otherwise deficient.

The Money Back Guarantee does not apply to products:

  • Mobile Phones
  • CDs, DVDs, vinyl and albums (copyright)
  • Opened PC and Gaming Console Software
  • Opened Software
  • Confectionery
  • Consumables (perishable products – Health and Beauty, e.g.: cosmetics, pharmacy products, vitamins)
  • Lingerie (including sets)
  • Hosiery
  • Underwear
  • Swimwear (including sets)
  • Jewellery (earrings)
  • Opened Printer cartridges
  • Special or Wholesale orders.

Where a product is faulty or damaged due to a manufacturing fault we will either: (i) replace the product; or (ii) assess and repair the product under the manufacturer’s warranty; (iii) give you a full refund.

For a faster result and within 60 days, if you have a store nearby you are able to take the item/s back to your local store, with your order confirmation as proof of purchase, and they will be able to exchange, replace or refund the item/s if they are in resalable condition. You can courier the item/s back to us, please note that this is at your cost. If you wish to proceed with this option please contact us and we will provide the information required to send it back to us.

Please note: If you have purchased goods online and you want to return them in store, you must take a print-out of your Order Confirmation Email into the store. You will receive a refund for the product but not the delivery fee.

3. Branded Imports

These products are covered by our Money Back Guarantee or relevant product warranties.

4. Credit Note

The issuing of credit notes provides an alternative to a refund or exchange. These credit notes can be used to purchase anything from any The Warehouse New Zealand store. Credit notes cannot be exchanged for cash and will not be generated for amounts less than $5.00.

5. Application for Refund

An application for a refund will be required where the original purchase was made through a WINZ Purchase Authority, or for products that require a further inspection prior to a refund being granted (e.g. Computers, Diamond Jewellery etc).

6. Repairs

If the returned product is still under warranty, the repair will be at our expense. There may be an assessment fee on electrical items which include Mobile Phones, iPods and Gaming System Hardware. This assessment fee will be returned to you if the product has a manufacturing fault and is repaired under the manufacturer’s warranty. If the product is out of warranty, then we can still have the product repaired, however the cost of the repair will be charged to the customer unless the product is found to have a manufacturers fault.

How to Return a Product

Products can be returned to stores. You will need your Order Confirmation Email available as this is needed as proof of purchase. Refunds will be credited against your original method of payment, e.g. 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 422 274 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 422 274 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 422 274 Monday – Friday 8.30am – 6pm to arrange this.

Faulty Products

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

If the faulty product is still under warranty we may assess and repair the product at our expense. There may be an assessment fee on electrical items which include Mobile Phones, iPods and Gaming System Hardware. This assessment fee will be returned to you if the product has a manufacturing fault and is repaired under the manufacturer’s warranty. If the product is out of warranty, then we can still have the product repaired, however the cost of the repair will be charged to the customer unless the product is found to have a manufacturers fault.

Simply contact us on 0800 422 274 Monday – Friday 8.30am – 6pm to enquire about returning the product for assessment. Alternatively, you can return the product to your nearest The Warehouse store with your 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 422 274 Monday – Friday 8.30am – 6pm and we will organise the return of the product and packaging for inspection and will endeavour to send you a replacement as soon as possible.

Backorders

If a product is temporarily out of stock it will be placed on backorder and you will be notified, if an item on backorder cannot be sourced within 5 working days we will refund you for that item.

Clearance Items

Occasionally our stock level information is incorrect; we work to ensure this doesn't happen but if a Clearance item is out of stock you will be notified and refunded.

MOBILE PHONE RETURNS

The Warehouse Returns Policy does not apply to mobile phones. However, mobile phones are covered by the Consumer Guarantees Act 1993 and you may have a defective mobile phone repaired under the Act.

All mobile phone repairs will be charged a $55 bond. This bond is payable at the time we take your phone in for repair. This repair service may take up to 14 days. If your phone is under the manufacturer's warranty, the phone will be repaired by the Designated Service Agent 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 the Designated Service Agent 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).

Customers are advised to back up all data prior to submitting the phone for repair. No responsibility is accepted by The Warehouse, its Suppliers, Manufacturers or any Designated Service Agents for the loss of any user data or settings in any phone which is sent in for assessment and repair.

To see the Money Back Guarantee Store Returns Policy please click here.