Returns and Warranties
Returns Policy
If for any reason you are not completely satisfied with your purchase upon receipt, please follow these procedures to ensure a prompt replacement, credit or refund. In the case of a fault or defect with your purchase please follow the warranty process outlined further below under Warranties. Where possible, keep the original packaging Help and extra information is available on the Support link at the top of the website.
1. Give us a call on +61 7 3118 9052, we would like to quickly discuss your return before you send it back.
2. Using a good carton, return package via insured Courier Post Mail or other Parcel Carrier of your choice.
3. Please include the return form found on the Support Centre, stating the end users name, order number and a detailed explanation for the reason of return.
4. When your return has been authorised, please send returns to:
FE Sports NZ
31 Chafer Place
Unit 1
Burbush
Hamilton 3200
New Zealand
5. Keep a record of your shipment until you have received your replacement, credit or refund. For additional information, please contact our Customer Service department via the Support Centre.
You MUST fill out a returns form or your return will not be processed.
Returns Policy
The Consumer Guarantee Act and Fair Trading Act provides the basis for FE SPORTS NZ LIMITED's returns policy. For a product to be returned under our policy, that product must be in a resalable condition with packaging intact and all labels etc returned with the item unless faulty or otherwise defective.
We do not have to provide a refund if you change your mind about a particular purchase, so please choose carefully.
If the goods are faulty we will meet our obligations under the Consumer Guarantees Act to provide a remedy
Restrictions and exceptions
As a result of copyright laws a refund or exchange is only available for the following products if the product is defective;
* DVDs, SD cards, mapping products
NOTE: These products are still guaranteed under the Consumers Guarantees Act.
Consumer Guarantees Act 1993
The Consumer Guarantee Act sets out minimum standards for goods sold by FE SPORTS NZ LIMITED. In the event that goods sold are not of good quality or are faulty, FE SPORTS NZ LIMITED will offer a repair, replacement or a refund.
Fair Trading Act 1986
The Fair Trading Act is designed to protect the customer 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 in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.
Procedures
There are three options available for our customers who would like to return a product -
1. Exchange
If a product is unsatisfactory, we can offer to exchange it for another one (i.e. a different size or colour etc) or another product of the same value. Generally proof of purchase is required in order 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.
2. Money Back Guarantee
If a customer has proof that they purchased the goods from our website within the last 12-months, and providing we cannot repair or replace the item, they may obtain a refund. A refund will be made in the same tender as the original purchase. Please note the product returned must be in resalable condition as mentioned above unless faulty or otherwise defective.
3. 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 FE SPORTS NZ LIMITED. Credit notes can not be exchanged for cash.
Note: We cannot refund postage, packaging, and administration charges on any returned products
Warranties
The following terms and conditions apply to all goods purchased from FE SPORTS NZ LIMITED
TERMS AND CONDITIONS
Products must be in the unused condition that you received them and in the undamaged original box and packaging.The returns policy does not apply to items that are faulty/damaged – such items will need to be returned in accordance with our faulty items returns policy .
Please do not send your purchase back to the manufacturer.
All warranties MUST have a warranty form filled out accompanying the returned item(s)
WHAT DO I DO IF AN ITEM FAILS ONCE IT'S BEEN USED?
All goods supplied by FE SPORTS NZ LIMITED are from official sources and are covered by the normal manufacturers warranty. Certain products need to be returned to our suppliers, for inspection, possible repair, refurbishment, or replacement.
Due to health and safety regulations, we request all used clothing to be washed prior to returning back to us. Failure to do this will result in us having to send them back to you, as we will be unable to inspect these goods.
WHAT DO I DO IF AN ITEM IS FAULTY WHEN IT'S DELIVERED?
Send us an email, or raise a Support Ticket, before sending us back the goods, stating what the fault is.
We will give you instructions on what to do next.
RETURN FOR CREDIT ITEMS
We will happily refund or exchange any item purchased on FE SPORTS NZ LIMITED.
We do not credit freight charges.
Returned goods must be unused and supplied with their original packaging undamaged also.
All returns must have a completed returns form
When your refund is processed, the funds will be returned to the original payment method.
If you have paid with card, we will credit the card we have on file for you this may take up to 10 working days to appear as cleared funds.
If you have any questions please contact info@fesports.co.nz
EXCHANGES
If you require a replacement item in exchange for the item you are returning you will need to create a new order for the replacement item you require. Or you can chose to post your return to our New Zealand address and we will be able to process an exchange for you.
WHAT DO I DO IF AN ITEM DOESN'T FIT OR I DON'T LIKE THE COLOUR?
Please return it to us within 30 days. Just complete our returns procedure before sending us back the goods. Returned goods must be unused, and supplied with their undamaged original packaging.
Goods, with returns forms will be refunded by the method you used to pay for your order. This may take up to 10 working days to appear as cleared funds.
WHO PAYS THE POSTAGE ON RETURNED ITEMS?
If you return something, you will need to pay the postage costs to return it to us.
We recommend you use recorded delivery or registered post to return items so as to cover yourself against loss.
HOW QUICKLY WILL FE SPORTS NZ LIMITED PROCESS THE RETURN?
We aim to process all returns on the day they arrive with us. Sometimes we don't manage to do them all but your return will be dealt within five working days.
WHAT HAPPENS IF FE SPORTS NZ LIMITED IS OUT OF STOCK OF THE REPLACEMENT ITEM?
Firstly we will attempt to find a suitable alternative and discuss with you. If no other alternative is available then we will refund your card, excluding any freight charges.
If you paid for order by card through your FE SPORTS NZ LIMITED account
We will refund your card we have on your account (this may take up to 10 working days to appear as cleared funds) for the goods and postage then despatch and recharge a replacement when it comes into stock.
HOW DO I KNOW IF FE SPORTS NZ LIMITED HAS PROCESSED MY RETURN?
Log in with your email address and password to the Support Centre. You can see the status of all your warranty claims from there.