Refund and Returns Policy

At Flex Plate, we are committed to providing high-quality products and ensuring customer satisfaction. Our return policy complies with the New Zealand Consumer Guarantees Act (CGA), which guarantees that products must be of acceptable quality, fit for purpose, and as described.

Eligibility for Returns & Refunds

You may be eligible for a return or refund under the following conditions:

  • Faulty or Defective Products – If your product has a manufacturing defect or fault, we will assess the issue and provide a repair, replacement, or refund as required by the CGA.
  • Incorrect Item Received – If you receive an incorrect product, we will arrange for a replacement at no additional cost.
  • Not as Described – If the product does not match its description or advertised features, you may be eligible for a return or refund.

To be eligible for a return, the item must be:

  • Unused, in the same condition as received, and in its original packaging.
  • Accompanied by proof of purchase.

Returns must be requested within 7 days of receiving the order.

Exclusions

We do not accept returns or provide refunds for:

  • Change-of-mind purchases.
  • Products that have been used, damaged after delivery, or are not in their original packaging.
  • Normal wear and tear or damage caused by misuse, improper installation, or modification.

How to Initiate a Return

  1. Contact us via the contact form within 7 days of receiving your order, providing your order number, and reason for return.
  2. Our team will assess your request and provide return instructions if eligible.
  3. Once we receive and inspect the returned item, we will process a replacement or refund accordingly.

Refund Processing

  • Approved refunds will be issued to the original payment method within 5-10 business days.
  • Shipping costs are non-refundable unless the return is due to an error on our part.

Your Consumer Rights

Under the Consumer Guarantees Act, if a product is faulty, unsafe, or does not meet legal guarantees, you are entitled to a remedy. If a defect cannot be resolved through repair or replacement, a refund may be provided.