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Our Warranty Policy
We live and breathe outdoor sports, so we know that the time you spend pursuing them is precious. We're here to help you make the most of that time and want to ensure that you have fun and stay safe while enjoying the outdoors. Rest assured that all gear we sell is backed by our minimum 12 months warranty, this covers all manufacturing faults and defects - if you have an issue with gear purchased from us, we promise to do all we can to get you back outside as fast as possible.
The Consumer Guarantees Act and Fair Trading Act provide the basis of Torpedo7's Warranty policy. The Consumer Guarantee Act sets out minimum standards for goods sold by Torpedo7 Ltd. In the event that goods sold are not fit for purpose, or are faulty, the customer has the right to a repair, replacement or a refund.
The Fair Trading Act is designed to protect the customer from 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.
Torpedo7 products have a minimum 12 month warranty from date of purchase. Warranty claims cover any fault, defect or failure occurring as a result of the manufacturing process. Damage or faults occurring as a result of misuse, accident or wear and tear are not covered by our warranty policy.
If the product is still under warranty then the repair will be at our expense including the freight to return the repaired or replacement product. If the product is out of warranty, then we can still have the product repaired, however, the cost of the repair will be charged to the customer.
If you suspect your product has been damaged during delivery please do not throw away the parcel or cover in which the product arrived in as our Courier supplier will need to inspect it. Please contact us and we will organise the return of the product for inspection and will endeavour to send you a replacement as soon as possible.
Torpedo7's Warranty Policy has 4 solutions to any claim made:
- Wherever possible we will endeavour to repair any fault to a factory issue standard and return it to you at no charge.
- Where repair is not possible or practical we will replace the product with the same or similar product.
- If a repair or replacement is not possible due to the product being unavailable we will exchange it for any of Torpedo7's products of the same value as your original purchase price.
- Where none of the above solutions are possible or practical then you have the option of receiving a full refund or store credit.
If you are an 'Over & Above' Loyalty Club member and have purchased gear under your account, we can find your proof of purchase for you. If not, proof of purchase will be required in order to get an exchange or a refund.
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:
- Underwear and swimwear
Here's what you need to do:
Take the product into any of our stores with proof of purchase for assessment.
If a refund / replacement is offered:
Original purchase from a store: Staff will happily arrange a refund or exchange for you
Original purchase from website: If the product was originally purchased online, we will refund to the credit card used for your purchase. Cash refunds can't be done in store for products purchased online with a credit card.
Please note that if you want to exchange a product and the store does not have the item you want in stock, we'll do our best to order it from our website or supplier for you. This may take 4-5 business days.
Please contact our Torpedo7 Warranty Returns Team via email: [email protected]. They will able to assist you through the warranty process. To help speed this process up please advise the order number, name of the item at fault and the full details of the fault. Once we have received the information we will assess the warranty claim and contact you to arrange the best solution for you.
If requested by our Warranty Team: Complete the returns form (download the Torpedo7 Returns form). If you cannot print the returns form, please include a note stating the purchaser's name, address, e-mail address and order number if known.
Return package via trackable Courier Post or Parcel Carrier of your choice.
Send returns to:
26 Sharpe Road,
(NOTE: Cash on Deliveries (CODs) will not be accepted) Keep a record of your shipment until you have received your replacement, credit or refund.
For additional information on our return policies, please contact our Customer Service department at 0800 86 77 33, or e-mail us at [email protected]
Refusing or cancelling orders
In the unlikely event that the goods or services you have ordered are no longer available, we reserve the right to refuse or cancel an order. We reserve the right to refuse or cancel any orders that we believe, solely by our own judgement, to be placed for commercial purposes, e.g. any kind of reseller. We also reserve the right to refuse or cancel any orders that we believe, solely by our own judgement, to have been placed fraudulently. While we endeavour to ensure that the price and description of goods or services is accurate, if there is an error in the process of listing a product or service on our website or a technical error in the processing of your order we reserve the right to refuse or cancel the order. Our right to cancel orders applies to orders that have been accepted.