Refund policy

We want you to end up with the right part. If something is not right, this page tells you exactly what happens, how long it takes, and who pays for what.

Do we accept returns?

Yes. You can return most items within 30 days of delivery, or 30 days from collection if you picked your order up from our workshop.

This policy applies to every product in our catalogue, including sale and discounted items. The only exceptions are listed below under "Items we cannot accept back".

Nothing on this page limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product is faulty, not fit for purpose, or not as described, those rights apply regardless of anything else stated here, and they apply to sale items in the same way.

What qualifies for a return

• The item is unused and uninstalled, in the condition you received it
• The item is in its original packaging, with all fittings, hardware and documentation
• You have your order number, receipt or other proof of purchase
• You contact us within 30 days of delivery or collection

How to start a return

Use any of the three options below. Include your order number, the item you want to return, and the reason.

• Email sales@nzperformancetuning.co.nz
• Phone 09 837 6252, Monday to Friday, 9:00am to 5:00pm
• In person at our workshop, Unit 5 / 88 Hobsonville Road, Hobsonville, by prior arrangement. Please note that returned goods are sent to a separate returns address, shown below

We reply within 48 hours with a return authorisation and the address to send to.

Please do not send anything back before you have a return authorisation, and please do not send anything directly to the manufacturer.

If your order never arrived

Contact us with your order number and we will trace it with the carrier.

If the carrier confirms the parcel is lost, or it cannot be located within 10 business days of the enquiry being lodged, we will resend your order at our cost or refund you in full, whichever you prefer. You pay nothing and no restocking fee applies.

If your order arrived damaged

Contact us within 7 days of delivery with your order number and photographs of both the item and the packaging it arrived in.

We will send a replacement at our cost, or refund you in full including the original shipping charge you paid. We pay the return freight. Please do not return a damaged item before contacting us.

If you received the wrong item

Contact us within 7 days of delivery with your order number and a photo of what arrived.

We will send the correct item at our cost and arrange the return of the incorrect one. You pay no freight in either direction and no restocking fee applies.

If the part is faulty

Contact us with your order number and a description of the fault.

Faulty goods are covered by the Consumer Guarantees Act 1993. Depending on the nature of the fault, we will repair, replace or refund. We pay the return freight. Where the fault is covered by a manufacturer warranty, we will handle the claim with the manufacturer on your behalf and keep you updated on progress.

Change of mind returns

If you ordered the wrong part or changed your mind, you can return it within 30 days under the conditions above.

• A 20% restocking and handling fee applies, calculated on the price you paid for the item
• You pay the return freight
• The original shipping charge you paid is not refunded

If you are unsure whether a part fits your vehicle, contact us before you order and we will check it for you. That is free and it avoids the restocking fee entirely.

Exchanges

We accept exchanges for items of equal value, subject to availability. Follow the same process as a return and tell us which item you would like instead.

Exchanges for faulty, damaged or incorrect items are free, and we pay the freight both ways. Exchanges for change of mind are subject to the same 20% restocking fee and return freight as a change of mind return.

Items we cannot accept back

• Parts that have been installed or fitted, or that show any signs of installation
• Items that are not in their original packaging, or are missing fittings or hardware
• Gift cards
• ECU tune files and tuning software, once the file has been written to a vehicle
• Items returned more than 30 days after delivery or collection

These exclusions do not apply where a product is faulty, not fit for purpose, or not as described. In that case your rights under the Consumer Guarantees Act apply.

Special order items

Some items are not held in stock and are brought in from the manufacturer specifically for your order. Where that applies, we will confirm it with you by email, along with the expected lead time, before we place the order with the manufacturer.

Special order items can still be returned within 30 days. The same conditions apply as any other return, and the same 20% restocking and handling fee applies if you change your mind.

Two things to be aware of before you order:

• Once we have placed the order with the manufacturer, we cannot cancel it. If you no longer want the item, it is handled as a change of mind return once it arrives with you
• Special order returns can take longer to inspect and process, because the item may need to be returned to the manufacturer. We will keep you updated, and your refund is still issued within 14 days of us receiving the item

If an item is faulty, not as described, or not fit for purpose, your Consumer Guarantees Act rights apply in full and no fee is charged.

ECU tuning and software

Tuning is a service, not a physical product, and it cannot be returned once the file has been written to your vehicle.

If a tune does not perform as we described it, contact us. We will review the software and revise it at no charge. If we cannot resolve the issue to your satisfaction, we will discuss a refund with you directly.

How and when you get your money back

Once we receive the returned item we inspect it and email you the outcome, whether the return is approved or declined. If it is declined, we will tell you why.

Approved refunds are issued within 14 days of us receiving the returned item.

Refunds go back to the original payment method. We do not issue store credit unless you ask for it. Your bank or card issuer may take a further 3 to 5 business days to post the credit to your account, which is outside our control.

If you have not seen your refund after that, check your bank account and then your card issuer first. If it still has not arrived, contact us at sales@nzperformancetuning.co.nz and we will send you proof of the refund transaction.

Return shipping costs

For items that are faulty, damaged, incorrect or never delivered, we pay the return freight.

For change of mind returns and exchanges, you pay the return freight, and it is not refundable.

We recommend a tracked service. We cannot refund an item that does not reach us, and we are not responsible for returns lost in transit.

Returns address

Please send approved returns to our returns and despatch address below. This is not the same as our workshop address, so please use this one for returns only.

NZ Tuning Limited
Returns Department
Unit 3A, 62 Henderson Valley Road
Henderson, Auckland
New Zealand

Please do not send a return without a return authorisation. Unauthorised returns may be refused or delayed. Include your order number and return authorisation with the parcel.

Contact us about returns

Email: sales@nzperformancetuning.co.nz
Phone: 09 837 6252, or +64 9 837 6252 from outside New Zealand
Address: Unit 5 / 88 Hobsonville Road, Hobsonville, Auckland 0618, New Zealand
Hours: Monday to Friday, 9:00am to 5:00pm