Refund policy
Refund and Return Policy
Standard products
Change of mind. You can return a standard product within 30 days of delivery for a refund or exchange. It must be unused, in its original packaging, with proof of purchase.
You pay return shipping on a change of mind return. Returns that arrive used, incomplete or damaged may be declined or charged a 15% restocking fee.
Faulty products. If a product is faulty, contact us and we will repair, replace or refund it. We cover return shipping on faulty items and no restocking fee applies.
Damage in transit. Tell us within 7 days of delivery if your order arrives damaged, and keep the packaging until the claim is resolved.
Quote-based products
This covers sports machines, saunas, the Hydro Plunge Pro, the Hydro Chiller, both plunge systems, the Recovery Station, and anything supplied against a written quote.
Change of mind. These are made or ordered for you specifically and cannot be returned on a change of mind.
Cancellation. You can cancel within 48 hours of placing the order. After that the order is in production or in transit and cannot be cancelled.
Faulty products. If a machine arrives damaged or develops a fault, contact us. We will repair, replace or refund it depending on the fault. Machines are also covered by our warranty, with lifetime technical support at no labour charge and no call-out fee.
Your rights under New Zealand law
If you are a consumer, the Consumer Guarantees Act 1993 gives you rights to repair, replacement or refund where goods are faulty, not fit for purpose, or not as described. These rights apply regardless of anything in this policy, and are not limited to the timeframes above.
If you acquire goods for business purposes, section 6 of our Terms of Service applies.
How to start a return
Email admin@premiersportsequipment.co.nz with your order number and what the issue is.
Do not send anything back before contacting us. Items returned without an agreed return will not be accepted.
Once a return is agreed we will confirm where to send it and, where we are covering the cost, arrange the shipping.
Refunds
Refunds are processed within 7 business days of the returned item being received and inspected, back to the original payment method.
Contact
admin@premiersportsequipment.co.nz
+64 22 621 0979