Returns and Exchanges

Our return policy

Changed your mind or need a different product? No problem. We're happy to help with returns and exchanges. Here's what you need to know.

Eligibility

To be eligible for a return or exchange, your item must be:

• Within 30 days of purchase
• Unused and in resalable condition
• In its original packaging with all manuals, accessories, and components included

You'll need your order number or proof of purchase when submitting your return request.

Please note: If your item has a fault or defect, you don't need to follow this returns process, contact us and we'll handle it under our warranty process instead. You won't need to pay return shipping for faulty items.

How to return an item

To get started, contact us and let us know your order number and whether you'd like a refund or an exchange. We'll confirm your return and provide you with the return address.

Packing your return

• Write your order number on the shipping label (tape a piece of paper to the outside of the box)
• Don't write directly on the product's packaging: this can affect resalability
• Use clear tape to re-seal the packaging if it's been opened
• Send us your return tracking details so we can fast-track the process once it arrives

Return address

Trade Tested Returns
80 Kahakaha Lane (off Tidal Road)
Mangere
Auckland 2022

In-store returns

You're welcome to return items in person at either of our showrooms. Just bring the item along with its packaging and proof of purchase.

• Auckland: 80 Kahakaha Lane (off Tidal Road), Mangere, Auckland 2022
• Christchurch: 9 Commerce Crescent, Islington, Christchurch 8042

Return shipping

For change-of-mind returns, return shipping is at your cost. You're free to choose any courier or freight service. For smaller items, NZ Post is a convenient option. For larger or bulky items, freight companies such as Fliway or Mainfreight can help.

South Island customers may find it easier to return items to our Christchurch location instead of shipping to Auckland.

If the returned item isn't eligible: If we receive a return that doesn't meet the eligibility conditions above (used, missing parts, outside the 30-day window, or otherwise not in resalable condition), we may charge a fee for examining the goods and the cost of returning them to you. We'll always get in touch first to talk it through before any cost is incurred. We'll work with you on a solution that suits.

Exchanges

If you'd like to swap your item for something different, here's how the exchange process works:

1. Contact us and let us know what item you'd like in exchange. It helps to tell us upfront so we can have everything ready when your return arrives.
2. Ship the item back to us and send through your tracking details.
3. Once we've received and inspected the return, we'll arrange your exchange.
4. If there's a price difference:
   • If the new item costs more, we'll send you an updated invoice to pay the balance before we dispatch.
   • If the new item costs less, we'll refund the difference to your original payment method.
5. Freight costs:
   • Unless you are exchanging to an item with free shipping, there will be an additional delivery fee for the exchanged item which will be reflected on your updated invoice.
6. Your replacement item will be dispatched and we'll send you tracking details.

Refunds

Once your return has been received and inspected, your refund will be processed. Here's what to expect:

• Refunds are processed within 3–5 working days of us receiving the item
• Refunds are issued to your original payment method
• If you paid by bank transfer, we'll ask for your bank account details to process the refund
• You'll receive a confirmation email once the refund has been processed

Contact us

Need to start a return or have questions? Get in touch:

• Email: support@tradetested.co.nz
• Phone: 0800 800 880
• Live Chat: Available on our website
• Social: Facebook Messenger or WhatsApp

We're available Mon–Sat, 9am – 5pm.