Refund policy

Returns

All Turfrey sales are protected under the NZ Consumer Guarantees Act.

Our returns policy lasts 30 days. If 30 days have gone by since you received your product, unfortunately we may not be unable to offer you an exchange, store credit or refund. Please contact us to discuss.

Faulty Products

We will offer an exchange (subject to availability), store credit or refund on any item purchased from Turfrey if the product:

  • Has a genuine manufacturing fault; and/or
  • Does not correspond with the descriptions given to you

If your preference is an exchange of product, but stock is not available for your exchange, we may not able to offer you a refund or store credit to the value of the original purchase price of the product.

Outside of the above time frame, our products come with full manufacturers guarantees and warranties - please be aware that it may take some time to work through the supplier warranty processes that are required to reach a resolution on faulty products. The supplier may not cover the labour for any replacement installation works, in this case the costs may be chargeable.

For any faulty products, please immediately email your contact details to sales@turfrey.co.nz, along with your original order details. Photographs of the fault, if applicable, are also welcomed.

If a fault does not amount to a major failure in the product, we are entitled to elect between providing your with a repair, replacement or other solution.

Change of mind

Any exchanges or store credits for change of mind are at Turfrey's discretion.

Subject to compliance with the above time frame for returns, we will offer an exchange or store credit for a change of mind if:

  • The product has been unused.
    – The product is in the same condition that you received it.
  • The product is in original packaging.
    – You have proof of the product purchase.

Please note, the cost of return shipping is at the customer's expense for any return due to a change of mind. We do not refund or add credit for cost of return shipping in these instances.

Any exchange/store credit due to change of mind may also be subject to additional shipping charges and/or re-stocking fees (for example, many of the items that are delivered direct from our suppliers are subject to a 20% re-stocking fee which we will pass onto the customer where returns are due to change of mind).

Other conditions for returns

In the first instance, for faulty goods, changes of mind, or items damaged in transit, please email your order and contact details (along with photographs if applicable) to sales@turfrey.co.nz

Please do not return any items to a Turfrey or supplier location until we have responded to your request and advised as to how you should proceed.

We may be unable to process exchanges, store credits or refunds until your return product has been received and inspected.

We do not accept responsibility for products that are lost or damaged by your chosen courier or freight company when being returned to us (if you are required to organise your own shipping). We recommend you keep a copy of your courier or freight company tracking number for your follow up.