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Returns Policy – EVSE New Zealand Limited
This policy outlines the conditions under which EVSE New Zealand Limited (“EVSE New Zealand”, “we” or “us”) will accept the return of goods or services (“Goods”) supplied to a customer (“you”).
1. CONSUMER GUARANTEES ACT 1993 (CGA)
All sales by EVSE New Zealand are subject to the Consumer Guarantees Act 1993. Under the CGA, our Goods come with guarantees that cannot be excluded. Where required by law, you may be entitled to a repair, replacement or refund if the Goods are faulty, not of acceptable quality, or fail to meet their intended purpose.
This policy does not limit your rights under the CGA but sets out how we handle returns and warranty claims in line with those rights.
2. NO CHANGE OF MIND RETURNS
Please choose carefully when purchasing. EVSE New Zealand does not accept returns where you:
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Change your mind
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Make an incorrect product choice
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No longer require the product
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Misunderstood product specifications or application
We encourage all customers to contact our team prior to purchase to ensure the product is suitable for their specific needs.
3. RETURN ELIGIBILITY & ASSESSMENT PROCESS
Before any return is accepted, all Goods are subject to prior assessment by EVSE New Zealand or the relevant manufacturer. Assessment timeframes may vary depending on the nature of the issue.
To initiate a return, you must:
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Provide proof of purchase (invoice or order confirmation) from EVSE New Zealand
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Ensure the item is complete, uninstalled, and includes all original accessories, documentation, and packaging where applicable
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Submit a written request outlining the issue, including supporting photos and serial numbers where relevant
Returning the item does not guarantee approval. Goods will only be accepted for return after assessment confirms they are faulty or eligible under warranty or the CGA.
4. WHEN RETURNS ARE ACCEPTED
Goods will be accepted for return only when:
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They fail to meet a consumer guarantee under the CGA; or
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They are subject to an express warranty (either from EVSE New Zealand or the manufacturer) and are returned in accordance with its terms
EVSE New Zealand reserves the right to repair the Goods where a fault is minor and repairable, rather than offering a replacement or refund.
5. MAJOR FAILURE
In the event of a major failure under the CGA (i.e. the item is unsafe, substantially unfit for purpose, or not what was described), you may:
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Reject the Goods and choose a refund or replacement (if reasonably available); or
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Retain the Goods and receive compensation for the reduction in value
EVSE New Zealand reserves the right to verify and determine whether a major failure has occurred, in accordance with CGA definitions.
6. RETURNING GOODS TO EVSE NEW ZEALAND
If Goods are to be returned, you are responsible for:
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Returning the Goods to EVSE New Zealand at your own cost unless otherwise required by law
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Ensuring the Goods are packaged securely and appropriately for transport
Where the cost of returning the Goods is significant (e.g. due to size or nature of the fault), EVSE New Zealand will assess whether collection is required under the CGA.
7. NON-RETURNABLE GOODS
Unless otherwise required by law, the following Goods cannot be returned:
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Custom-ordered or built-to-spec items
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Software or software subscriptions once activated or downloaded
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Opened software where the licence has been accessed or disclosed
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Gift cards, vouchers or recharge cards (if used or expired)
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Goods that have been installed, used, altered or damaged by incorrect handling
8. WARRANTY CLAIMS
Most products supplied by EVSE New Zealand carry a manufacturer’s warranty. If a warranty applies:
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EVSE New Zealand may repair, replace or refund the product in line with the warranty terms
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You may be required to deal directly with the manufacturer in some cases
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EVSE New Zealand does not guarantee uninterrupted availability of replacement parts
9. REPAIRS AND FOLLOW-UP
If your Goods are repaired:
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We will notify you when they are ready for collection or delivery
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Delivery costs will only be covered where legally required (e.g. in the case of major failure)
10. REFUNDS
Where a refund is approved under the CGA or warranty:
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It will be processed using the original payment method (e.g. credit card, EFT, PayPal)
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Refunds will only cover the value of the product and do not include installation, third-party costs, or consequential loss unless required by law
11. STATUTORY RIGHTS
This Returns Policy does not exclude, restrict, or modify your rights under the Consumer Guarantees Act 1993. In the event of inconsistency, your legal rights will take precedence.
12. CONTACT US
If you have a question about this policy or believe your statutory rights have not been met, please contact:
Customer Service
EVSE New Zealand Limited
📩 sales@evsenz
📞 0800 990 032
EVSE New Zealand Limited
📩 sales@evsenz
📞 0800 990 032
