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Refund policy

RETURNS POLICY

We want you to be totally satisfied with our products. If you are not satisfied with any products purchased from Avid Group, we will work with you to identify the issue and assist with the problem.

There may be times when you need to return your instore or online purchase. Our Returns Policy is designed to assist you in returning your product, this policy is in addition to other rights and remedies you may have under New Zealand consumer law.

We will offer you a replacement, or refund where products have a major failure, such as:

  • When they are faulty
  • Wrongly described
  • Different from a sample shown to you; or
  • Do not do what they are supposed to do

Products must be exchanged or returned within 30 days of purchase with proof of purchase, providing the items are in a resalable condition and in their original packaging. If you cannot get to our physical store, you can post any item purchased online back to us. Any expenses relating to the return of your product to our store or online will have to be paid by you.

In the event of an exchange, the replacement product must be of equal value, or further payment is required when the replacement is of a higher value.

In the event of a refund, the refunded amount will be equal to the value of goods, minus shipping costs (postage is non-refundable), and minus a 10% restocking fee.

Any items purchased at a special or clearance price are classed as Final Sale and may not be returned unless they are faulty.

If the items are faulty, we will meet our obligations under the Consumer Guarantees Act to provide a remedy for you.

How long does it take for a refund to be processed?

Your refund will be processed once your product has been successfully returned and inspected by our team. Please allow 3-5 business days for your refund to then be processed back to your payment service provider.

Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider.

Exclusions

In some cases a refund, replacement, or repair may not be offered if you:

  • Substantially modify the product
  • Misuse the product contrary to user instructions or packaging labels; or
  • Simply change your mind.

Any other questions?

If you cannot find the answer to your question here, give us a call on 03 928 1300 and we will be happy to help.


GOODS DAMAGED IN TRANSIT

If any goods arrive damaged, please contact the Store within 24 hours of delivery.

We will arrange to have the damaged item returned to our store and either repair or replace the goods. Damaged goods must be returned to our store in the condition received by you with all original packaging, together with all packing slips.

Return replacement or repaired item postage will be met by us.