Your Rights Under New Zealand Consumer Law
Under New Zealand law, as a customer, you’re entitled to remedies if a product:
- Has a defect or is otherwise unacceptable quality.
- Is not reasonably fit for its intended purpose.
- Differs from the description or demonstation model shown.
- Arrives damaged or isn't delivered as expected.
If any of these apply, we are happy to provide a repair, replacement, or refund depending on the nature of the issue.
Change of Mind Returns
In addition, we are pleased to offer change of mind returns or exchanges.
Easy Return Process
To request a return, follow these simple steps:
- Contact Us: Email our team at hello@madewithgridkit.com with your order number, details of the issue, and any relevant photos or documentation.
- Return Approval: Our team will review your request and guide you on whether a repair, replacement, or refund is appropriate.
- Return Shipping: For approved returns, we will arrange return shipping at no additional cost if the product was defective, not as described, or damaged in transit.
- Resolution: Once we receive and inspect the returned product, we will proceed with the agreed remedy (repair, replacement, or refund). Refunds will be issued to your original payment method, typically within 5-10 business days.
When Returns Are Not Accepted
We are unable to accept returns if:
- The issue was caused by misuse, neglect, or alteration of the product.
- You damaged the product by not following the provided assembly or usage instructions.
Additional Information
For minor issues, we may offer a repair or replacement at our discretion. If the fault is considered serious, you can choose between a full refund, replacement, or other compensation.
If you have any questions about our policy or are uncertain about an issue, please reach out to our support team at hello@madewithgridkit.com, who will be happy to assist you.