Refund policy
Refund and Exchange Policy
Returns — change of mind
We accept returns within 30 days of delivery.
To be eligible, your item must be unused, in the same condition you received it, and in its original packaging. We require a receipt or proof of purchase.
A 20% restocking fee applies to all change-of-mind returns and is deducted from your refund.
You are responsible for return shipping costs. Original shipping charges are not refunded.
Please contact us at sales@krae4x4.co.nz before sending anything back, so we can confirm the return and give you the correct address.
Clearance items
Clearance items are sold as final sale. We do not accept change-of-mind returns on clearance stock. This does not affect your rights if a clearance item arrives faulty — see below.
Faulty or not fit for purpose
If an item is faulty or not fit for purpose, your rights under the Consumer Guarantees Act apply. Those rights apply to everything we sell, including clearance and sale items.
Where that is the case we will replace the item, or refund you in full if we cannot. No restocking fee applies and we cover return freight.
Additional non-returnable items:
- Gift cards
Refunds
Once your return is received and inspected we will email you to confirm we have it and let you know whether the refund is approved. Approved refunds are processed to your original payment method, less the 20% restocking fee where it applies.
Late or missing refunds
If you haven’t received your refund yet, check your bank account, then contact your card company — it can take time to post. If you’ve done all of that and still have nothing, contact us at sales@krae4x4.co.nz.
Exchanges
We replace items that are defective or damaged. To exchange for the same item, email sales@krae4x4.co.nz.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return once we receive it.
Delivery times
North Island: 1–2 days to the nearest depot. South Island: 2–3 days. If an item is out of stock it may take up to 90 days.
How do I change my shipping address?
We can’t guarantee an address change is possible once the order has been submitted. If you need to change the delivery address, contact the shipping company once you receive their delivery notification.
How do I track the status of my order?
Check your order column in My Accounts, then check Order Status.
