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Returns and Warranty
Warranty Conditions
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Warranty coverage applies only within New Zealand.
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EliteRetail may not offer warranty service for products that are taken out of the country, even if they are returned to New Zealand.
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Warranties are non-transferable and apply only to the original purchaser with valid proof of purchase.
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Warranty is void if the product has been tampered with, modified, or altered in any way without prior written authorization from EliteRetail.
Faulty or Damaged Items
It is the responsibility of the buyer to inspect all goods upon delivery or receipt. Products should be checked immediately to ensure they are in acceptable condition.
If an item arrives damaged or faulty, you must notify EliteRetail by email within 72 hours of receiving the item. Your email must include:
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Your purchase reference number,
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Proof of purchase (if applicable),
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Clear photos of the damage or issue (if applicable).
EliteRetail reserves the right to decline courier-related claims that are submitted after this timeframe.
Returning Goods Under Warranty
At EliteRetail, we do our due diligence to ensure all items are fit for purpose; however, in some cases, we also offer a warranty on the product. Please check in the listing’s description whether a certain item has a warranty and for how long. If this information is not noted in the description, feel free to ask a question to confirm.
EliteRetail will replace or repair faulty items where possible. Repairs will take priority so long that it is reasonable and will resolve the fault. Refunds will only be offered where the fault is deemed severe or cannot be reasonably resolved through repair or replacement.
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You must receive written confirmation from EliteRetail before returning any goods under warranty.
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Proof of purchase is required.
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All products must be returned with all original accessories and components.
Shipping Responsibility
In the majority of cases, EliteRetail will organise the return freight at their expense. In such cases, you agree to reasonably assist in preparing the product for safe and secure transit, including proper packaging. If the item is confirmed to be faulty due to normal and reasonable use, EliteRetail will cover return shipping costs. In some cases, depending on the type of fault, you may be asked to arrange the return shipping yourself. In this case, EliteRetail will reimburse the cost if a warranty is applied. A valid shipping receipt must be provided for reimbursement to be processed. Reimbursement will only be against the shipping receipt and no other costs you incur.
If no fault is found, or if the fault has arisen due to misuse, incorrect application, unauthorized modification, or the item was not in the condition described by the buyer, the buyer will be responsible for all associated costs, including return shipping.
In such cases, EliteRetail reserves the right to refuse servicing the product.
In such cases, EliteRetail reserves the right to refuse servicing the product.
If the product is deemed inherently faulty or the issue occurred under normal use, EliteRetail will cover the cost of returning the repaired or replacement item to the buyer.
Exclusions – What the Warranty Does Not Cover
Warranty does not apply in the following cases:
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Wearable parts and components that require regular maintenance.
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Damage due to improper storage, misuse, or neglect, including failure to maintain or service the product as instructed.
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Damage caused by unauthorized repairs, tampering, or modification without prior written approval from EliteRetail.
Change of Mind & Expectations
EliteRetail reserves the right to decline refunds or returns in the following situations:
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If you have changed your mind about a purchase.
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If the item is not what you expected, where the item has been accurately described.
We strongly encourage all customers to read product listings in full prior to purchase to ensure the product meets your needs and expectations.