Returns and Warranty Policy

RETURNS POLICY

Faulty item: In the case of a fault or defect with your purchase please follow the Warranty Process outlined below.

Change of mind (custom product): Due to their bespoke nature, these cannot be returned.

Change of mind (non-custom product): If for any reason you are not completely satisfied with your purchase upon receipt, please follow the Returns Process outlined below.

Consumer Guarantee Act and Fair Trading Act

The Consumer Guarantee Act and Fair Trading Act provides the basis for Wheelworks' Returns Policy. For a product to be returned under our policy, that product must be unused, in a resaleable condition with original packaging intact and all labels etc returned with the item unless faulty or otherwise defective.

If the goods are faulty we will meet our obligations under the Consumer Guarantees Act to provide a remedy.

Consumer Guarantees Act 1993
The Consumer Guarantee Act sets out minimum standards for goods sold by Wheelworks. In the event that goods sold are not of good quality or are faulty, Wheelworks will offer a repair, replacement or a refund.

Fair Trading Act 1986
The Fair Trading Act is designed to protect the customer 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.

If you have any questions please contact sales@wheelworks.co.nz.

Returns Process

1. Arrange return of product

a) Call us on +64 4 387 3592 or email sales@wheelworks.co.nz. We would like to quickly discuss your return before you send it back.

b) When your return has been authorised, please send returns via tracked, insured courier (recommended as to cover yourself against any loss):

Wheelworks Ltd
218b Willis Street
Te Aro
Wellington 6011
New Zealand

Please do not send your purchase back to the manufacturer.

If you return something, you will need to pay the postage costs to return it to us.

c) Safely package the product/s. They must be in the unused condition that you received them and in the undamaged original box and packaging.

Due to health and safety regulations, we request all used clothing to be washed prior to returning back to us. Failure to do this will result in us having to send them back to you, as we will be unable to inspect these goods.

Please include your name, order number and reason for return.

d) Keep a record of your shipment until you have received your replacement, credit or refund.

2. We assess the return

We aim to process all returns on the day they arrive with us. Sometimes this is not possible but your return will be dealt within five working days.

We check the returned item is in a resaleable condition.

We arrange the replacement, credit or refund. Refunds are subject to a 20% restocking fee.

Warranty Process

All goods supplied by Wheelworks are covered by the normal manufacturer’s warranty. Certain products may need to be returned to our suppliers, for inspection, possible repair, refurbishment, or replacement.

If any item arrives to you with a fault or damage, or fails once it’s been used, follow these steps:

1. Contact us to advise the fault

Call us on 64 4 387 3592 or email sales@wheelworks.co.nz before sending back any items, stating what the fault is. In some instances the fault can be remedied without the item being returned.

2. Arrange return of product

a) When your warranty return has been authorised, please send returns via tracked, insured courier (recommended as to cover yourself against any loss):

Wheelworks Ltd
218b Willis Street
Te Aro
Wellington 6011
New Zealand

Please do not send your purchase back to the manufacturer.

If you return something, you will need to pay the postage costs to return it to us.

b) Safely package the product/s. If possible, please also include the original packaging.

Due to health and safety regulations, we request all used clothing to be washed prior to returning back to us. Failure to do this will result in us having to send them back to you, as we will be unable to inspect these goods.

Please include your name, order number and reason for return.

c) Keep a record of your shipment until you have received your replacement, credit or refund.

3. We assess the return

We aim to process all warranty returns on the day they arrive with us. All warranty items will be processed within 24 business hours, and should this not be possible, we will advise the expected timeframe.

We check the returned item to confirm the fault / damage.

Where possible, we will repair the fault or arrange a replacement. Alternatively, we will arrange a credit or refund.

Replacement

If a product is unsatisfactory, we can offer to exchange it for another one (i.e. a different size or colour etc) or another product of the same value. Generally proof of purchase is required in order to get an exchange, although we may waive this requirement if we believe we have sold the product.

Please note, as mentioned above, products returned or exchanged must be in a resalable condition with packaging intact and all labels etc returned with the item.

If Wheelworks is out of stock of the Replacement Item, firstly we will attempt to find a suitable alternative and discuss with you. If no other alternative is available then we will arrange a credit or refund, excluding any freight charges.

Credit Note

The issuing of credit notes provides an alternative to a refund or replacement.
These credit notes can be used to purchase anything from Wheelworks.
Credit notes can not be exchanged for cash.
Credit notes will have an expiry date 2 years after the date of Wheelworks accepting the return.
We cannot credit postage, packaging and administration charges on any returned products.

Refund

If Wheelworks cannot repair or replace an item, it may choose to offer the customer a refund.
A refund will be made in the same tender as the original purchase.
If you have paid by credit card, we will credit the card used on the original transaction unless it has expired. This may take up to 10 working days to appear as cleared funds.
Refunds for change of mind are subject to a 20% restocking fee.

Note: we cannot refund postage, packaging, and administration charges on any returned products.