Effortless Returns and Exchange with Pump Planet

Note: Our Returns Policy does not cover ‘change of mind’ returns.

At Pump Planet, customer satisfaction is our top priority. Our Returns Policy aligns with the Consumer Guarantees Act to ensure a fair and transparent process. Please read through the following guidelines for a smooth returns experience:

 

Eligibility for Returns: Pump Planet accepts returns mainly for faulty items by the Consumer Guarantees Act. To qualify, report any product defects or faults promptly upon discovery.

Claims will not be valid if:

  • The product is used for unintended purposes;

  • The purchaser intentionally or unintentionally damages the product or loses/damages some of its parts;
  • The product has been modified;
  • Warranties do not cover reasonable wear and tear.

Consumer Guarantees Act 1993: This Act establishes minimum standards for goods sold by Pump Planet. If goods are of poor quality or faulty, customers have the right to repair, replacement, or a refund at the retailer’s discretion.

Fair Trading Act 1986: Designed to protect customers from intentional or unintentional deception, this Act covers all aspects of goods and services, ensuring fair practices in promotion, pricing, safety standards, and sales techniques.

Return Exceptions:

  • No returns for final sale items (clearance items).
  • Non-returnable purchases include display items.
  • Incomplete returns or those lacking original packaging may be denied a refund or exchange.
  • Incomplete returns or those lacking original packaging may be denied a refund or exchange.

Faulty Items and Exchanges: If you receive a faulty item, we aim to repair or exchange it at no additional cost. If not possible, a refund will be processed (postage not included).

In-person Returns: Customers are welcome to return valid items in person at our Auckland store. Contact us for more information.

Return Process Exceptions:

  • Allow 3-5 business days for processing.
  • Refunds typically return to the original payment method or as per agreement between both parties.
  • Original shipping charges are non-refundable.

For inquiries, incorrect, or damaged items, contact us immediately.

Late or Missing Refunds: If your refund is delayed, check your provided bank details and contact your bank. For further assistance, reach out to us at tim@pumpplanet.co.nz.

Product Exchanges for Incorrect Orders: We understand that mistakes happen. If you’ve placed the wrong order, Pump Planet allows for product exchanges, with the following considerations:

  • Acceptance of Model Exchanges:
  • We accept exchanges for different models if you’ve mistakenly ordered the wrong product.

Exclusion of Postage Costs: While we facilitate model exchanges, please note that postage costs are excluded from this process. Customers are responsible for the return postage of the incorrect item and any associated costs.

Procedure for Model Exchanges: To initiate a model exchange, contact our customer service promptly. We’ll guide you through the necessary steps to ensure a smooth exchange process.

Condition of Returned Items: Returned items for exchange must be in their original condition, unused, and with all original packaging intact.

Processing Time for Exchanges: Allow 3-5 business days for the processing of model exchanges once we’ve received the returned item.

At Pump Planet, we strive to make your returns process as seamless as possible. Your satisfaction really matters to our business!