Refund policy
We want you to feel confident when purchasing from DIY.CO.
This policy explains our change-of-mind returns process and what happens if your product arrives damaged, faulty or incorrect.
Nothing in this policy limits any rights you may have under the New Zealand Consumer Guarantees Act 1993.
Change-of-Mind Returns
We offer a 30-day return period for eligible change-of-mind purchases.
You have 30 days from the date you receive your order to request a return.
To be eligible, the product must be:
- Unused and unworn
- In the same condition in which it was received
- Complete with all accessories, components and manuals
- In its original packaging
- Suitable for resale as a new product
Proof of purchase is required.
For hygiene and product-integrity reasons, we may be unable to accept a change-of-mind return where a recovery product has been used.
Please contact us before returning any product.
Email: diycorecoveryequipment@gmail.com
Products returned without prior approval may not be accepted.
Change-of-Mind Return Shipping
Unless the return is due to a fault, damage, incorrect item or another issue for which DIY.CO is responsible, the customer is responsible for the cost of returning the product to us.
We recommend using a tracked shipping service for returned items.
Original shipping, freight, delivery or installation charges are generally non-refundable for change-of-mind returns.
Damaged or Incorrect Orders
Please inspect your order as soon as reasonably possible after delivery.
If your product arrives damaged, defective or you receive the wrong item, please contact us at:
diycorecoveryequipment@gmail.com
Please include:
- Your name
- Order number
- A description of the issue
- Photos and/or video showing the issue where applicable
- Photos of the packaging if the product was damaged during delivery
Please retain the original packaging until we have assessed the issue, as it may be required for a courier or freight claim.
We will work with you to determine the appropriate next step.
Faulty Products
If you believe your product is faulty, please contact us before arranging any repairs or returning the item.
Depending on the circumstances, we may ask for photos, video or additional information so we can assess the issue.
Where the Consumer Guarantees Act 1993 applies, you may be entitled to a remedy if the product does not meet the guarantees required by law.
Depending on the nature and seriousness of the issue, the appropriate remedy may include a repair, replacement or refund.
Your rights under the Consumer Guarantees Act exist independently of the DIY.CO warranty period.
Refunds
Once we receive and inspect an approved return, we will let you know whether the return has been accepted.
If a refund is approved, it will generally be issued to the original payment method.
Please allow additional time for your bank, credit card provider or payment provider to process and display the refund.
Any processing time after the refund has been issued by DIY.CO is outside our control.
Exchanges
If you would like to exchange an eligible unused product, please contact us first at:
diycorecoveryequipment@gmail.com
Exchanges are subject to product availability.
Additional shipping costs may apply for change-of-mind exchanges.
Sale and Promotional Items
Unless stated otherwise, products purchased during a promotion or sale may still be eligible for a change-of-mind return provided they meet the requirements of this policy.
Any refund will be based on the amount actually paid for the product.
This does not affect your rights in relation to faulty products under New Zealand consumer law.
Saunas and Large Freight Items
Due to their size, freight requirements and potential installation, returns of saunas and other large freight items may involve additional transport, collection or handling costs.
Please contact DIY.CO before arranging the return of any large item.
If a sauna or freight item is being returned solely because of a change of mind, reasonable return freight or collection costs may be the responsibility of the customer.
This does not limit any rights you may have where the product is faulty or does not meet the requirements of the Consumer Guarantees Act.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
If your order has not yet been dispatched, we will do our best to cancel it before shipment.
Once an order has been dispatched, it may need to be treated as a return under this policy.
Consumer Guarantees Act
Products purchased from DIY.CO for personal or household use may be protected by the Consumer Guarantees Act 1993.
These protections apply independently of this Refund & Returns Policy and any DIY.CO warranty.
Nothing in this policy is intended to exclude, restrict or modify rights that cannot legally be excluded under New Zealand law.
Contact Us
For returns, refunds, faults or order issues, please contact:
DIY.CO Limited
Email: diycorecoveryequipment@gmail.com