Refund policy
Returns & Refunds Policy
Effective Date: 1st June, 2026
1. Overview
At Cost Effective Maintenance NZ, we want you to be completely satisfied with your purchase. This Returns & Refunds Policy outlines your rights and our procedures for returns, exchanges and refunds in accordance with the Consumer Guarantees Act 1993 and Fair Trading Act 1986.
2. Your Consumer Rights
2.1 Consumer Guarantees Act 1993
Under New Zealand law, you have guaranteed rights that cannot be excluded:
Products must be of acceptable quality
Products must be fit for purpose
Products must match their description
We must provide reasonable care and skill in our services
2.2 Our Commitment
We stand behind our products and will honour all consumer guarantees. This policy provides additional protections beyond your legal rights.
3. Return Conditions & Timeframes
3.1 Standard Returns (Change of Mind)
Discuss with us first
Timeframe: 30 days from delivery date
Condition: Products must be unopened, unused, and in original packaging
Proof of Purchase: Original receipt or order confirmation required
Return Shipping: Customer responsible for return shipping costs
Refund: Full purchase price (excluding original shipping costs)
3.2 Other Returns
Discuss with us first
Goods returned for credit and cancelled orders, will only be accepted subject to prior approval by Cost Effective Maintenance NZ. All costs in returning goods are the responsibility of the buyer.
4. What Can Be Returned
4.1 Returnable Items
Discuss with us first
Unopened Products: All unopened products and accessories
Wrong Item Sent: Items we sent in error
Damaged in Transit: Products damaged during shipping
4.2 Non-Returnable Items
Opened Chemical Products: Cannot be returned due to safety and contamination concerns
Used Products: Items that have been partially used (if proven faulty we will give you a store credit)
Custom Orders: Special products made to your specifications
Clearance Items: Items marked as final sale
Products After 30 Days: Standard returns after 30-day window (product faults still covered)
5. How to Return Items
5.1 Start a Return.
Discuss with us first
Email: contact@costeffective.co.nz
Phone:
Include: Order number, item(s) to return, reason for return
5.2 Return Process
Return Authorization: We'll provide a return authorization number and instructions
Package Items: Securely package items in original packaging when possible. Ensure there are no leaks, and the product is protected from possible damage during transport.
Return Label: Use provided return label or arrange your own label.
Send Back: Ship at your cost to our returns address (provided with authorization)
Include: Return authorization number on the package exterior.
6. Refund Process
6.1 Processing Time
Inspection: 2-3 business days after we receive your return
Refund Processing: 3-5 business days after approval
Bank Processing: 3-7 business days for refund to appear in your account
6.2 Refund Method
Original Payment Method: Refunds processed to original payment method
Bank Transfer: 2-3 business days
Store Credit: Available as alternative option (upon request)
6.3 Refund Amount
Standard Returns:
Product price (excluding original shipping)
Customer pays for return leak-secure packaging and shipping
Faulty/Error Returns:
Full product price
Original shipping costs
Return shipping costs
7. Exchanges
7.1 We don’t accept exchanges (change of mind situation)
8. Special Circumstances
8.1 Damaged in Transit
Report Immediately: Contact us within 48 hours of delivery
Photo Evidence: Take photos of damaged packaging and product
Keep Everything: Retain all packaging for inspection
Full Resolution: We'll arrange pickup and full refund/replacement
8.2 Wrong Item Sent
Our Error: We cover all costs for return and replacement
Expedited Replacement: Priority shipping for correct item
Keep Wrong Item: In some cases, you may keep the wrong item at no charge
8.3 Non-Delivery
Missing Orders: Contact us if order doesn't arrive within expected timeframe
Investigation: We'll investigate with shipping carrier
Resolution: Replacement or full refund if package is lost
9. Product-Specific Return Policies
9.1 Automotive Additives (Chemicals)
Unopened Only: Safety regulations prevent return of opened chemical products
Compatibility Issues: We provide detailed compatibility information to prevent issues
Technical Support: Free consultation before and after purchase
9.2 Accessories & Tools
30-Day Return: Standard return policy applies
Used Condition: Must be returned in sellable condition
Missing Parts: All original parts and packaging required
10. Quality Assurance
10.1 Customer Feedback
We investigate all quality complaints
Feedback helps improve our product selection
Patterns of issues result in supplier discussions
11. Warranty Information
11.1 Manufacturer Warranties
Products may have additional manufacturer warranties
We facilitate warranty claims where applicable
11.2 Our Guarantee
We guarantee product authenticity
Products stored and handled according to manufacturer specifications
Fresh stock rotation to ensure product quality
12. Exceptions & Limitations
12.1 Return Abuse
We reserve the right to refuse returns from customers who abuse the return policy
Excessive returns may result in account restrictions
Fraudulent returns will be reported to authorities
12.2 Product Condition
Items must be returned in original condition
Excessive wear or damage may affect refund amount
We inspect all returns for condition and authenticity
13. Contact Information
Email: contact@costeffective.co.nz
Phone: +64 27 605 2908
Hours: Monday-Friday, 9:00 AM - 5:00 PM NZST
14. Dispute Resolution
If you're not satisfied with our handling of your return:
Contact our customer service manager
We'll review your case and work toward a resolution
Important Notes:
This policy is in addition to your rights under New Zealand consumer law
Keep your order confirmation and receipt for all returns
Contact us immediately if you have any concerns about your order
Last Updated: 01/06/2026
Version: 1.2