Returns
The returns policy is in addition to the warranty policy. It provides you with greater flexibility as you may return goods for any reason.
We allow our customers to return any product(s) for any reason so long as the product(s) are returned in the same condition they were originally sold in. Customers have 30 days after receiving their order to send a request to return that order.
For us to be able to resell returned product(s) they need to be in as new condition. Please keep all of the packaging, as even if product(s) have been opened it is often possible for us to reseal them back into their packaging for resale.
Head over to the Contact Us page and send us a message or email us directly (support@depotdirect.co.nz). Make sure to reference your order number so that we can find your order.
Once we have received your request we will send the return address to you and you may then send the order back to us (make sure to send it back with tracking and keep ahold of the tracking number).
We will not pay the cost of returning an order. It will probably be around $6 to do so.
When your order has been received we will have it refunded within 48 hours. The refund will be processed back to your original payment method (your credit card/debit card etc).
Please note: We MAY not refund the postage fee we originally charged to send your order ($6). This goes entirely towards the packaging materials and the courier company and we can't get it back. This is at our discretion and is usually only the case if the shipping address was rural, as rural deliveries cost ~ $6 extra to send.
Therefore, you should expect the total cost to return an order to be about $6 to $12.
Products should be sent back as they were received.
For hardware products this will usually mean bubble-wrapping and then placing into a satchel before shipping back to us. Please ensure that hardware cannot move freely within the bubblewrap, as any movement may lead to scratches. Wrap firmly, but not too tight - essentially, send back in the same manner as was received.
We have had customers just throw products into satchels and hope for the best. Obviously, they come back chipped, scratched and in unsaleable condition.
We often include spare product(s) if the quantity ordered is over a certain amount. This provides cover for potential defects which may have been missed during the factory QC or occurred during shipment (e.g. dropped and damaged by the courier). These are essentially free, and if they are returned as part of a full return and refund, or a partial return and refund, they won't be refunded.
This depends on the payment processor. It usually takes around 5 working days, but it can vary.
If you paid via bank transfer then the refund will take up to 2 working days at most.
If you paid with a card which has subsequently expired then you will need to contact your bank first. They can offer some advice on what to do. The worst case scenario, if you’re not able to get a refund to your card, is that we refund you directly via bank transfer. However, we prefer not to do this as we would not be refunded the card transaction fees.
Warranty
You are fully covered under the Consumer Guarantees Act.
All of our products come at least a 1 year warranty, and many have longer warranty periods.
Products may also come with more than one type of warranty. For instance, a warranty of 2 years on the finish of the product, and a warranty of 5 years on the structural integrity of the product.
It is exactly the same as the normal returns policy except that we will cover all postage costs. If you require a refund we will also refund you in full (including any postage costs incurred by us).
Basically, you will either receive a replacement at no cost. Or, you will receive a full refund and not be left out of pocket at all.
Head over to the Contact Us page and send us a message or email us directly (support@depotdirect.co.nz). Make sure to reference your order number so that we can find your order.
Consumables and disposables are not covered as these are not expected to last 1 year.
For example, we would replace or refund a metal hook if it snapped in half when you put your coat on it – it is expected that a metal coat hook will last at least a year. However, we would not replace or refund steel wool if it became worn after use.
Additional Information
The links below will direct you to our policy pages. These pages repeat what has been said on this page but use more legal lingo.
