RETURNS & WARRANTIES (NZ)
Effective as at 01 Dec 2025
Overview
FE Sports NZ Limited is committed to meeting all obligations under the New Zealand Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA). This Returns and Warranties Policy explains how to request a return, exchange, warranty assessment, or credit, and should be read alongside our NZ Privacy Policy and NZ Terms and Conditions.
Returns and Warranties - Quick Guide
If something isn’t right with your order, we’re here to help.
If you believe a product may be faulty, please contact Customer Support or lodge a Support Ticket through your B2B account. We will assess the issue and then arrange repair, replacement, or refund in line with the Consumer Guarantees Act 1993. Assessment timeframes relate to handling and logistics once goods are received and do not limit any rights or remedies available under the Act. We will let you know if the item needs to be returned for inspection.
Refunds are not available for change-of-mind purchases. However, we may be able to provide an exchange or credit note as a goodwill option. Items must be unused, in resalable condition, and in original packaging. Change-of-mind returns are assessed at our discretion. Please contact Customer Support and we'll be happy to discuss eligibility with you. Resalable-condition requirements relate to the item’s condition, packaging, and completeness.
Fit, colour, or preference issues are non-fault returns and fall outside the Consumer Guarantees Act. Please contact Customer Support within 14 days. If the item is unused, in original, undamaged packaging, and all conditions are met, we may issue an RFC (Return for Credit) as a goodwill option. Only Customer Support can issue an RFC; they cannot be created on the website.
Please follow the process as outlined below
Return postage is the customer’s responsibility unless required otherwise under the Consumer Guarantees Act. We recommend using tracked post.
Most returns are processed within 5-10 working days, once the information arrives to us. Replacement lead times may vary depending on freight schedules between Australia and New Zealand.
Statutory Rights
Nothing in this policy limits or excludes any rights you have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If the goods you have purchased do not meet the guarantees under the CGA, you are entitled to a remedy, which may include repair, replacement, or refund depending on the nature of the issue.
Full Returns & Warranties Policy
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1. Starting a Support Request
Only authorised retail stores may lodge warranty or return requests. End users cannot submit Support Tickets directly and must return to the store of purchase to begin the process. If a retail partner believes an item may be faulty, please begin the process through our B2B Support Centre:
Once submitted, our Customer Support team will review the request and advise next steps.
This process does not limit any rights end users have under the Consumer Guarantees Act 1993. All CGA remedies continue to apply via the store of purchase.
Please retain original packaging where possible. This supports faster assessment and safe transport.
2. Your Rights Under NZ Law
FE Sports NZ Limited meets all obligations under the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986. These laws guarantee that the products you purchase are of acceptable quality, fit for their intended purpose, and match their description. If a product does not meet these guarantees, your rights depend on the nature of the problem:
If a product has a minor issue that can be fixed, FE Sports NZ will decide whether to repair, replace, or refund the item. Repairs must be completed within a reasonable time. If a repair cannot be completed in a reasonable time, you may then choose a replacement or refund.
If the issue is substantial — for example, the product is unsafe, cannot be repaired, is significantly different from what was ordered, or is not fit for purpose — you may choose either a replacement or a refund.
These statutory rights apply in addition to any manufacturer warranty and cannot be excluded or limited in any way.
3. Returns for Non-Fault Reasons
If a return is requested for reasons other than a fault, the item must be
All labels, accessories, and included components must also be returned.
Stores wishing to lodge a non-fault return should first contact their local FE Sports NZ Customer Service team. We will confirm the details of the product and initiate a Return for Credit (RFC) for you. Once the RFC has been raised, we will provide instructions for sending the item back. Non-fault items must meet the resalable-condition requirements before a credit can be approved.
Non-fault returns fall outside the remedies provided by the Consumer Guarantees Act 1993 and are offered on a goodwill basis only. Once the item is received, we will assess whether an exchange, credit note, or (where applicable) goodwill refund is available; each request is reviewed on a case-by-case basis.
These conditions apply only to non-fault returns and do not affect any rights you have under the Consumer Guarantees Act 1993.
As non-fault returns are handled as a goodwill option, associated costs are not typically refundable. Where a return is accepted on a goodwill basis, original and return postage, handling, and administrative charges are not refundable unless required by law.
4. Return Options
Exchange
If an item is unsuitable (e.g., incorrect size or colour), we can exchange it for another item of equal value. Requests for exchange must be made within 14 days of purchase, and the item must be unused and in its original, undamaged packaging. Exchanges for non-fault reasons are offered on a goodwill basis and are not required under the Consumer Guarantees Act 1993. Proof of purchase is required unless we can verify the transaction through our records.
Refund
If the item cannot be repaired or replaced, and you have proof of purchase, a refund will be issued via the original payment method. Refunds for non-fault items are discretionary and may be provided as a goodwill remedy only when the item meets resalable-condition requirements. Refunds for faulty items continue to be assessed in accordance with the Consumer Guarantees Act 1993.
Credit Note
A credit note may be issued as a goodwill alternative to a refund or exchange. Credit notes are not a CGA remedy for non-fault returns and are issued at the discretion of FE Sports NZ.
5. Warranty Claims
All goods sold by FE Sports NZ Limited come from authorised suppliers and include the standard manufacturer’s warranty.
To submit a Support Request, please follow the steps as outlined above.
Do not return products to us unless we expressly instruct you to do so.
Some items may need to be returned to the supplier for inspection, repair, refurbishment, or replacement.
6. Items Faulty on Arrival
If an item appears faulty upon delivery, please contact Customer Support before returning the product.
We will confirm whether the item needs to be returned and provide instructions on how to proceed.
7. Return for Credit (RFC)
Items purchased through the FE Sports NZ website may be returned for credit where they meet our resalable-condition requirements. Returns for Credit are offered strictly as a goodwill option for non-fault returns and do not form part of the statutory remedies available under the Consumer Guarantees Act 1993.
To be eligible for a Return for Credit, items must:
Please note that freight charges are not credited.
Credits are typically processed within 5–10 business days once returned goods have been received and approved.
8. Exchanges Process
If you need a replacement item for non-fault reasons, you will need to consult with the FE Sports Support team first. Exchanges for non-fault reasons are offered on a goodwill basis and may be approved only when the item meets resalable-condition requirements. Faulty-item exchanges will continue to be assessed under the Consumer Guarantees Act 1993.
If you wish to, your store may retain the non-faulty item for resale at your venue. If you do wish to process an exchange, please contact Customer Support, who will assist you with the return of the item (with a completed RA form) to our NZ address.
If the requested replacement is out of stock, we will discuss suitable alternatives. If none are available, we will issue the appropriate remedy in accordance with the CGA.
9. Fit, Colour, or Preference Returns
Where the issue relates to fit, colour, or personal preference, after first consulting with our Customer Support team, items must be returned within 14 days, unused and in original, undamaged packaging, together with the RA form. These returns fall outside the Consumer Guarantees Act 1993 and are handled as goodwill returns only. Refunds for non-fault items will be processed using the original payment method. The 14-day period is part of our goodwill policy and not a statutory deadline.
Refunds will be processed using the original payment method. Banked funds may take up to 10 working days to clear once processed.
10. Postage Costs
Unless the Consumer Guarantees Act requires otherwise, customers are responsible for postage costs associated with returning items.
We recommend tracked or registered post to avoid loss during transit.
11. Processing Time
We aim to process all returns within ten working days of receipt. Assessments are carried out once goods are received and may include inspection and verification against purchase records. Credits are typically processed within 5–10 business days once returned goods have been received and approved.
12. Checking the Status of Your Request
You can check progress at any time by logging into the Support Centre on the FE Sports NZ website, with your email address and password. All open and closed tickets are visible within your account.
Final Notes
FE Sports NZ Limited aims to make every support experience as straightforward as possible, and our Customer Support team — based in Australia — is here to assist with any questions about your request. Please be aware that most replacement stock is held in Australia, and shipping times between Australia and New Zealand can vary depending on freight schedules, carrier availability, customs processing, and peak-period demand.
Once an item leaves our warehouse, transit time is determined by the carrier and may fall outside the direct control of FE Sports NZ or FE Sports Australia. We will always do our best to keep you updated and to facilitate a smooth resolution in line with the Consumer Guarantees Act, but replacement time frames may differ from case to case due to these external factors.
Thank you for choosing FE Sports NZ. If you need guidance at any stage, please contact us — we’re here to help.