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.
Please log in to our B2B and start the support process by :
• Finding the item on our B2B
• Clicking on to the item to open up the next information page
• Find the Description and Warranty tabs, click on the Warranty tab and work your way through to the Warranty form.
• Fill this out and Submit the form.
• Please provide a copy of the proof of purchase and serial number where present and any supporting photos on the ticket.
We’ll take it from there once it comes to us.
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, the cases are assessed individually.
If the goods are faulty we will meet our obligations under the Consumer Guarantees Act to provide a remedy
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. 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 cannot 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 support ticket RA form filled out accompanying the requested 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 their standard Manufacturer’s warranty. Certain products will 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?
Please contact our Customer support team via phone or 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 (RFC)
We will return for credit or exchange items purchased on FE SPORTS website if they follow the conditions below:
Returned goods must be unused and supplied with their original packaging undamaged.
All returns must have a RA form issued by our Customer Service team accompanying the requested returned item(s)
We do not credit the freight charges.
Please allow between 5~10 business days for the credit to be issued once the items have been returned.
If you have any questions please contact our Customer Service team.
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 support tickets from there.