Refund Policy
Without limiting any rights you have under the Consumer Guarantees Act, all goods to be returned must have a Goods Return Authority issued by us. The issue of a Goods Return Authority does not guarantee that we will accept the return.
Changing your mind / purchasing the wrong product by mistake
If you change your mind after making a purchase, or realise you have purchased the incorrect item, you can enjoy the peace of mind that we offer a 7 day exchange policy (excludes special order items). If there is not a suitable product that can be exchanged for your returned item you will be offered a credit on your account or gift card based on the value paid at the time of purchase. Please note, items purchased on finance cannot be exchanged for a gift card. To exchange a product, goods must be sealed / unopened, with packaging in original condition, and we will need to be notified within 7 days of purchase / delivery. Special order items are excluded and cannot be returned / exchanged if you change your mind/purchase the wrong product by mistake. Please note the cost of freight and administrative charges as well as a re-stocking fee (20% of product (ex GST) price) will be deducted from any credits or refunds
Incorrectly supplied products
If you have been accidentally supplied the wrong product, tuivt.com will supply the correct product (where it is available) or issue a credit / refund. In these circumstances, if the Consumer Guarantees Act applies to the purchase, we will meet our obligations under that Act. Otherwise, if the Consumer Guarantees Act does not apply:
- to supply the correct product the incorrect product will first need to be returned to us;
- we will need to be notified within 7 days of purchase / delivery;
- the incorrect product supplied must be in resalable / unused condition.
Express warranty
Products that are faulty within the warranty period: Without limiting any rights you have under the Consumer Guarantees Act, if your product is faulty or has stopped working as intended and is still within the warranty period specified when you purchased your product, Tui VT will repair or replace your product or issue a credit / refund where a suitable replacement is not available. In order to repair, replace or issue a credit / refund for your faulty product, it will need to be returned to us so we can test and confirm that it is faulty. You may also be able to contact the manufacturer directly to arrange a repair / replacement. Returns of this nature can be made any time within the warranty period and it is your responsibility to cover any costs of returning the product to us (NB there is no specific warranty period under the Consumer Guarantees Act). Please note that unless specifically stated, all warranty terms and conditions are as per manufacturers offering. Most of our products carry an international warranty but we urge you to reconfirm with us if unsure. In the case where warranty requires for products to be shipped back to distributors in NZ, the freight and statutory costs will need to be borne by the customer.
Testing fees and return freight
If you return a product to us that is not faulty, you may be liable for a testing fee and freight charges to return the product to you.
Restocking fees
In some special circumstances including when products are sold to wholesale customers, we may agree (at our discretion) to accept a return of a product that is not faulty. In these situations, there will be a handling fee equal to at least 20% of the goods value (ex GST). Delivery, service and assembly fees are not refundable at all.
Without limiting any rights you have under the Consumer Guarantees Act:
- faulty goods will be subject to the normal return procedures for the specific brand being returned.
- freight charges will not be credited.
If you purchased on-line, we will arrange for collection of your incorrectly supplied/damaged or faulty goods. This will be at our cost where such charges are our responsibility under the Consumer Guarantees Act, Otherwise, you will be liable for all delivery and insurance charges incurred in respect of returned goods.
Please email helpcentre@tuivt.com for any clarification.
Risk and Ownership
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.Note risk of any loss, damage or deterioration of or to the goods passes to you on delivery, or if you state to leave goods at certain location, at the time goods are placed there.
Ownership of the goods remains with us and does not pass to you until you pay all amounts you owe to us or resell the goods in accordance with these terms.
While ownership of the goods remains with us:
You must store them separately or clearly identify them as belonging to us.
We authorise you in the ordinary course of your business to use the goods or sell them for full consideration. This authority is revoked from the earlier of the following:
- we deem your credit to be unsatisfactory;
- the occurrence of an Event of Default; or
- the time that we notify you in writing that this authority is revoked.
We can enter the premises where the goods are stored and remove them without being responsible for any damage caused in doing so. We can resell any of the goods and apply the proceeds of sale in reduction of amounts you owe to us.
If you resell or use the goods before ownership of the goods has passed to you, the proceeds of such sale or use shall be received and held by you (in whatever form) in trust for both you and us. Our interest as beneficiary under that trust shall be that portion of the proceeds which does not exceed all amounts you owe us. You will be entitled to the balance of the proceeds.
We can bring an action for the price of the goods sold even where ownership of the goods may not have passed to you.
Exceptions / non-returnable items
Custom products such as special orders or personalized items cannot be returned. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.Unfortunately, we cannot accept returns on sale items or gift cards.