STORE RETURNS POLICY AND MONEY BACK GUARANTEE

Restrictions and Exceptions | Consumer Guarantees Act | Fair Trading Act | Exchanges | Money Back Guarantee | Branded Imports | Credit Note | Application for Refund | Repairs | Jewellery Returns

The Warehouse Returns Policy

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

As a result of copyright laws and hygiene issues a refund or exchange is only available for the following products if the 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.

Procedures

Customers who would like to return a product may do so in the following ways:

1. 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 get 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.

2. 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.

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.

Jewellery Returns and Guarantee Policy

Our Guarantees to You
  • Manufacturing defects do not include normal fair wear and tear and any damage caused by accidental or non-accidental damage.
  • All Parallel Watches bought from The Warehouse come with a 12 month The Warehouse warranty.
  • All Diamonds in our Jewellery are non-conflict Diamonds
  • All Gemstones and Diamond specifications shall equal or exceed the specifications stated.
    • The Warehouse DOES NOT use synthetic gemstones unless stated in the specifications for that product. Diamonds are guaranteed to be Diamonds.
  • "Valuation Guarantee" All rings purchased from the website over the price of $500 will have an independent valuation carried out by the valuation company Advanced Gem Laboratory. Most of our loose Diamonds come with an International Certification Certificate which verifies the grade of each diamond.
Our Returns Policy
  • Where you have simply changed your mind, you will be covered under The Warehouse 60 day Money Back Guarantee. This only applies to all purchases that are still in an as-new condition.
  • All products returned must be in their original unused condition, specifications and packaging (unless faulty), along with any accompanying accessories/Guarantees/Instructions together with the invoice and/or packing slip accompanying the products. Products cannot be returned if they have been engraved, modified, damaged, altered or sized. This includes rings sized at your request as we will not resell a ring to another customer after it has already been sized.
  • All purchases returned will be inspected before any refund will be granted
  • Due to health regulations we are unable to refund any earring purchases. Any earrings purchased from The Warehouse will be covered for any manufacturing faults
  • We do not accept returns outside of New Zealand due to the costs of customs fees and taxes on re-entry back into New Zealand.
  • Where the products are faulty or damaged due to manufacturing faults we will either: (i) replace the products; or (ii) repair the product under the manufacturers warranty; (iii) give you a full refund.
  • We do not refund or exchange items that have been specifically custom made for you e.g. a wedding ring made to order, or a ring that has been sized to your requirements etc.

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 Online Returns Policy please click here.