30-day Right of Return Policy
Right of Return Policy
While the Consumer Guarantee Act and Fair Trading Act provide the basis for our returns policy, we go a bit better than that:
If you're not 100% completely satisfied with your purchase we will happily accept your return and provide you with a store credit or a full refund to the value of the product's purchase price. You can return the product to any of our stores nationwide or send it back to our fulfillment centre. With our 30-day right of return policy there are no special catches, it's extremely simple! All we ask is that you return the item back to us unused and in the original packaging, making sure that the product is in the same condition as you received it in, with all tags still intact. Bike Returns – bike returns can only be made in-store. Any bike refunds valued at over $1000 will require you to have your proof of purchase and some form of photo identification. Photo identification must be provided at the time of return and must match the name on your order/proof of purchase. Exceptions to our returns policy are: custom order products including custom order bikes, drink bottles, snorkel sets, nose plugs, bladders, bite valves, watches, underwear, socks, ear plugs, compression clothing, padded bike shorts and swimwear which we cannot accept back due to hygiene reasons. Torpedo7 Gift Cards are not redeemable for cash or refundable.
NOTE: These products are still guaranteed under the Consumers Guarantees Act.
If you want to exchange something on your order, except if your product is a 'custom order product', for something else then simply return what you don’t want and place a new order for what you require on our website. Alternatively, you can exchange some products in store as per below.
Here's what you need to do:
Take the product into any of our stores with proof of purchase (or if you are a Torpedo7 Club member we can easily find your receipt for you) for an exchange or refund. If the product was purchased online, cash refunds cannot be done in store. Staff will happily arrange this for you and it will be processed within 2-3 business days. Please note that if exchanging a product, the store may not have the item you want in stock, but if it is available online they can help you place an order while in store.
Note: For any bike refunds over $1000 photo identification must be provided and the name on the identification must match the purchase name.
Sending it back to us (excluding bikes)
Click here to download the Torpedo7
1) Complete the returns form which you can download above. If you can not print the returns form, please include a note stating the purchasers name, address, e-mail address and order number if known.
2) Using a good carton, return package via insured Courier Post Mail or other Parcel Carrier of your choice.
3) Send returns to:
26 Sharpe Road,
(NOTE: Cash on Deliveries (CODs) will not be accepted)
4) Keep a record of your shipment until you have received credit or refund.
For additional information on our return policies, please contact our Customer Service team at 0800 86 77 33, or e-mail us firstname.lastname@example.org
Our Legal Obligations:
Consumer Guarantees Act 1993
The Consumer Guarantee Act sets out the minimum standards for goods sold by Torpedo7 Ltd. In the event that goods sold are not of good quality or are faulty, the customer has the right to a repair, replacement or a refund.
For more information go here
Fair Trading Act 1986
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.
CGA or FTA Returns
If you want to return a product for reasons that you believe are covered by either of these two Acts, please contact our Customer Service team on 0800 867733 or email us at email@example.com. We will either assess your claim over the phone or ask you to bring your product into your local store.After we have assessed your product and claim for a return, we will let you know hte outcome of that assessment.
If the product is being returned under the CGA or FTA we will either:
- Repair - if the returned product is able to be repaired we will do this at our cost.
- Replace - if the product is not repairable or it is not viable to repair then we may offer you a replacement at our expense. In some cases we may not be able to repair or replace your product due to availability or discontinuation of that particular line.
- Refund - A refund will be made in the same tender as the original purchase. Please note that purchases made by cheque need 7 days to clear before we can refund.
NOTE: If the returned product is out of warranty and is not covered by the CGA (after assessment), then we can still have your product repaired for you, however, the cost of the repair will be charged to you, the customer.