Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
We strongly encourage you to check to ensure the product is compatible with your appliance before ordering. Each product page has a "Compatible models" section that lists all appliances that the product works with. If you're unsure, please contact us or submit an enquiry.
Refunds and replacements
If you have received a faulty product, we will gladly offer you a replacement or full refund providing it is within the 12-month warranty period.
If you have ordered the incorrect product or have simply changed your mind, we will provide you with a substitute product or refund, providing the item is returned in an unused, saleable condition. Please be aware that in these cases, a 10% restocking fee will apply, and shipping costs are non-refundable.
If we send you the wrong item, or if provide you with incorrect information regarding the compatibility of the product, we will gladly offer you a replacement or full refund, and the restocking fee will not apply.
If a refund is approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Returns process
If an item needs to be returned through no fault of your own, we will provide you with a shipping label to return it at no cost.
If you wish to return an item because you have ordered the wrong product or changed your mind, you will need to return it to the following address at your own cost:
11/3 Emirali Road
Silverdale
Auckland 0932
To start a return, you can contact us at customerservice@needapart.co.nz.
Cancellations
Once your order has been placed, our warehouse team will fulfil it as quickly as possible. If you wish to cancel your order we will make best efforts to stop the process, but it is possible your order may still be dispatched. In these cases your cancellation request will be treated as a return.
If we are able to cancel your order prior to dispatch, please be aware that a restocking fee may apply to cover the cost of non-refundable fees such as credit card processing charges.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Enquiries
When you buy items that we don't hold in stock, you are provided with a timeframe in which we expect to source and deliver the item. This information is provided by our supplier, but in some cases can be incorrect. Where the timeframe has been exceeded and you no longer wish to wait, we can cancel the order and issue a full refund.
For this type of order, we do not accept returns for change of mind.
Exceptions / non-returnable items
For items that we order in on your behalf, we do not accept returns for change of mind. In cases where we have quoted the incorrect product, or the quoted timeframe has been exceeded, you will still be eligible for a refund.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.