Refunds

When can I get a refund?

You may be entitled to a refund in a few situations:

• Change of mind: You've changed your mind about a purchase and would like to return the product.
• Faulty product: The product has developed a fault or isn't working as expected.
• Damaged on arrival: The product arrived damaged during shipping.
• Cancelled order: Your order was cancelled but the item was delivered anyway.

Each situation works a little differently, read the section below that applies to you.

Change of mind returns and refunds

If you've changed your mind, you're welcome to return your purchase for a refund, provided:

• The product is unused and in resalable condition
• It's in its original packaging
• The return is made within 30 days of purchase

Please note:

• Return shipping is at your cost
• Shipping costs from the original order are non-refundable

How to return your item

1. Contact us and let us know you would like to return your item. We'll confirm your return and provide any details you need.
2. Note your order number on the shipping label.
3. Don't write directly on the product packaging: please tape a piece of paper to the box with your return details.
4. Use clear tape to re-seal the packaging if it's been opened.
5. Send us the return tracking details so we can fast-track your refund once it arrives.

Return address

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

Faulty product refunds

If your product is faulty or not working as expected, please contact us with:

• Photos or a short video clearly showing the issue
• Your order number
• A brief description of the fault

Please attach photos directly to your email rather than using cloud storage links, as these don't always work on our end.

Our team will review your claim and get back to you with the next steps. Depending on the situation, we may offer a replacement, repair, or refund. In some cases, you may not even need to return the faulty item.

Damaged on arrival

If your product arrived damaged during shipping, get in touch as soon as possible with photos of the damage. We'll arrange a resolution. Usually a replacement or refund. In many cases we'll arrange the return pickup at no cost to you.

How refunds are processed

Refunds are returned using the same payment method you used for your original purchase:

• Credit or debit card: Refunded back to the same card. No additional details needed from you.
• Bank transfer or cash payment: Refunded via bank deposit. We'll ask you for your bank account details.

How long does a refund take?

Once your return has been received and inspected (or your claim has been approved), refunds are processed within 3 to 5 working days. You'll receive a confirmation email once your refund has been processed.

If it's been more than 7 working days since we told you the refund was processed and you haven't received it, get in touch and we'll look into it.

Partial refunds

In some situations, a partial refund may apply:

• Shipping costs aren't refunded for change of mind returns.
• Multi-item orders: If you're returning only some items from a larger order, we'll refund only those specific items.

We'll always clearly confirm what is and isn't being refunded before processing.

Your rights under the Consumer Guarantees Act

Under New Zealand’s Consumer Guarantees Act (CGA), products must be of acceptable quality, fit for purpose, and match their description. If a product fails to meet these guarantees, you're entitled to a remedy, which may include a repair, replacement, or refund depending on the nature and severity of the issue.

We take our obligations under the CGA seriously and will always work with you to find a fair resolution.

Contact us

Need help with a refund or have any questions? Get in touch:

• Email: support@tradetested.co.nz
• Phone: 0800 800 880
• Hours: Mon–Sat, 9am – 5pm
• Live Chat: Available on our website during business hours