Xplora LTD – Returns & Refunds Policy
(In accordance with the Consumer Guarantees Act 1993 – New Zealand)
1. Overview
At Xplora LTD, we stand behind the quality of our products and comply fully with the Consumer Guarantees Act 1993 (CGA). This policy explains your rights under the CGA and how we handle returns, repairs, replacements, and refunds.
Nothing in this policy limits or excludes your rights under New Zealand law.
2. Your Rights Under the Consumer Guarantees Act
Under the Consumer Guarantees Act, goods supplied to consumers must be:
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Of acceptable quality
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Fit for purpose
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As described
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Free from significant defects
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Reasonably durable
- A 10% restocking fee will apply to cover administration and payment processing (POS) fees
If a product fails to meet these guarantees, you are entitled to a remedy, which may include a repair, replacement, or refund, depending on the nature of the issue.
3. Faulty Goods
If a product is faulty, damaged, or does not meet the CGA guarantees:
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You are entitled to a remedy regardless of how long you’ve owned the product, provided the issue occurs within a reasonable timeframe for that product type.
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For minor faults, Xplora LTD may choose to repair or replace the item.
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For serious faults, you may choose a refund or replacement.
Where a fault is confirmed, return shipping costs will be covered by Xplora LTD.
4. Proof of Purchase
To process a warranty claim or return under the CGA, reasonable proof of purchase is required. This may include:
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Receipt or invoice
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Order confirmation email
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Other evidence showing the item was purchased from Xplora LTD
A bank statement alone may not be sufficient if it does not clearly identify the product purchased.
5. Warranty Coverage & Transferability
Unless explicitly stated otherwise in writing:
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All Xplora LTD product warranties are valid only for the original purchaser
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Warranties are not transferable to subsequent owners
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Warranty claims must be supported by proof of purchase showing the original buyer
This does not limit any rights that may apply under the Consumer Guarantees Act where the claimant is the original consumer.
6. Change-of-Mind Returns
Change-of-mind returns are offered in addition to your CGA rights and are subject to the following conditions:
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Return request must be made within 10 days of receiving the item
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Item must be unused, uninstalled, and in original packaging
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All accessories, manuals, and packaging must be included
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Return shipping is at the customer’s expense
- A 10% restocking fee will apply to cover administration and payment processing (POS) fees
Change-of-mind returns are not required under the CGA and are offered at our discretion.
7. Refunds
Once a return or CGA claim is approved:
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Refunds are processed within 5 business days
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Refunds are issued to the original payment method
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Shipping fees are non-refundable unless the product is faulty or incorrect
8. Pre-Sale & Special Orders
For pre-sale, back-order, or special-order items:
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Estimated arrival dates are provided as a guide only and may change due to manufacturing or shipping delays
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If an order is cancelled before dispatch, a full refund will be issued
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If a confirmed special order or reserved stock is cancelled, a restocking or administration fee of up to 10% may apply
This does not affect your rights under the CGA if the product is faulty once received.
9. Exclusions
The following items may not be eligible for change-of-mind returns:
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Custom-made or made-to-order products
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Personal hygiene items once opened
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Products damaged due to misuse, incorrect installation, or neglect
These exclusions do not apply to valid CGA claims.
10. Return Process
To initiate a return or warranty claim, please contact us before sending any items back:
📧 Email: info@xplora.co.nz
📞 Phone: 027 897 5672
We will provide return instructions once your request has been reviewed.
11. Policy Updates
Xplora LTD reserves the right to update this policy at any time. Any changes will take effect once published on our website.