1. Refunds

If the item you receive isn’t exactly what you ordered, is faulty, or you experience an issue with your order, please contact us via the website contact form or our nominated email address, with details of the issue, and we will discuss a suitable resolution.

Please notify us of any issue with your order within 10 days of receiving it, where reasonably possible, so we can investigate and resolve it promptly. This 10-day window is for your convenience and does not limit or affect any separate rights you may have under the Consumer Guarantees Act 1993 in respect of faulty, unsafe, or not-as-described goods, which are not subject to a fixed notification period and apply regardless of how long you have owned the item.

Possible resolutions may include refund, replacement, or exchange. We generally offer a refund, replacement or exchange where the item(s) sent to you does not match the item ordered, or where the item is faulty.

To be eligible for a refund, replacement or exchange under this policy, your item must be unused, in its original packaging, and in the same condition that you received it, except where the item is faulty. See Returns information below.

Once your return is received by us and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of our decision regarding your refund request.

If a refund is approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 7 business days.

 

2. Returns

If you need to return an item under this policy, the following conditions apply to be eligible for a refund, replacement or exchange:

• Items must have been purchased within the last 10 days, with proof of purchase available, except where the item is faulty, in which case your statutory rights under the Consumer Guarantees Act 1993 are not affected by this timeframe.

• Items must be unused, and undamaged, in original condition, except where the item is faulty.

• Items must be returned in their original, unopened and intact packaging, where reasonably possible.

Care should be taken when posting returns to ensure the items are packaged well to avoid potential damage during delivery, and tape and stickers aren’t applied directly to product packaging.

 

3. Your Consumer Guarantees Act Rights

Nothing in this Refunds & Returns Policy is intended to limit, exclude, or modify any rights or remedies you have under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer protection law. If a product you purchase from us is faulty, not of acceptable quality, or not fit for purpose, you may be entitled to a repair, replacement, or refund regardless of the timeframes set out in this discretionary policy.

 

4. Contact Us

To start a return or refund request, please contact us via the contact form available on the diecastcollectables.co.nz homepage with your order details and a description of the issue.