Refund policy

Return Timeframe

• Change of mind returns: Goods must be returned within 14 days of receipt.
• Faulty goods: Under New Zealand Consumer Law, you may be entitled to a remedy beyond this 14‑day period if goods have a major fault or defect.

Change of Mind Returns

• Items are unused, in original condition, with all tags attached and in original packaging.
• Change‑of‑mind returns are eligible for same‑value replacement or store credit only — no refunds of any kind will be issued.

Statutory Rights (New Zealand Consumer Law)

Full‑Priced vs Sale Items

Important: Your statutory rights under New Zealand Consumer Law cannot be excluded or restricted — they apply to every purchase.

Return Eligibility Conditions

• Item must be unused, unmarked, and in the exact same condition you received it.
• Must be returned in original packaging with all tags, labels, and accessories intact.
• A valid receipt or proof of purchase is required.
• Do not return items directly to the manufacturer — send all returns to our Auckland store address above.

Non‑Returnable Items

• Perishable goods
• Intimate or sanitary items
• Hazardous or flammable materials
• Gift cards
• Downloadable digital products
• Personalised or custom‑made items
• Selected health & personal care items

Note: Even for the above categories, faulty items are still covered under New Zealand Consumer Law and may be returned for remedy.

Return Process

1. Contact us first: Email sales@rushvelo.co.nz to arrange your return — include your order number and reason for return.
2. Include proof of purchase: A copy of your receipt, order confirmation, or invoice must be included inside the parcel.
3. Send to: Returns, Rush Velo NZ, 52 Remuera Road, Newmarket, Auckland 1050, New Zealand.
4. Inspection: Once received, we will inspect your item and email you within 2–3 working days to confirm approval.

Processing & Remedies

✅ Approved Change‑of‑mind Returns

• Same‑value replacement: Processed immediately upon approval (subject to stock availability).
• Store credit: Issued within 1–2 working days — valid online and in‑store.
• No refunds (cash or original payment method) are offered for change‑of‑mind returns.

✅ Approved Faulty / Statutory Returns

• Remedies (replacement, repair, or refund) are provided in line with your New Zealand Consumer Law rights.
• Where a refund is legally required, it will be credited to your original payment method within 3–5 working days.

Exchanges

• Email sales@rushvelo.co.nz to arrange an exchange.
• Send the item to our Auckland address listed above.
• Exchanges are processed promptly once the returned item has been inspected.

Gifts

• Items marked as gifts at time of purchase will receive gift credit or replacement.
• Items not marked as gifts will have store credit or replacement issued to the original purchaser.

Return Shipping Costs

• Change of mind returns: Return shipping costs are at the customer’s expense. We recommend using tracked shipping and insurance, as we cannot be responsible for items lost in transit.
• Faulty / statutory returns: We will arrange and cover return shipping costs at no cost to you.
• For items valued over $75 NZD, tracked shipping is strongly recommended.

Important Notice