Refund policy

At Electrical Direct, we want customers to be confident when ordering electrical products online. If there is an issue with your order, please contact us as soon as possible so we can help resolve it.

This policy applies to purchases made from Electrical Direct Ltd through our online store.

Your rights under New Zealand law

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986.

If a product is faulty, damaged, not as described, or does not meet applicable consumer guarantees, we will work with you to provide the appropriate remedy, which may include a repair, replacement, refund or store credit, depending on the issue and your rights under New Zealand law.

Change-of-mind returns

We may accept change-of-mind returns at our discretion, provided the product is:

• returned within 30 days of delivery;
• unused, unopened and in resaleable condition;
• in its original packaging with all accessories, manuals and labels included;
• not installed, wired, modified or damaged;
• not a special-order, clearance, custom, cut-to-length or non-returnable item.

Change-of-mind returns must be approved by Electrical Direct before the item is sent back.

Return shipping for change-of-mind returns is the customer’s responsibility unless we have agreed otherwise.

Products that cannot be returned for change of mind

Some products cannot be returned unless they are faulty or we are required to accept the return by law.

This may include:

• products that have been installed, wired, used or modified;
• opened electrical components where resale is not appropriate;
• special-order or supplier-direct products;
• custom, made-to-order or cut-to-length products;
• clearance or final sale items;
• products returned without original packaging or missing parts.

If you are unsure whether a product can be returned, please contact us before sending it back.

Faulty, damaged or incorrect products

If your product arrives damaged, faulty or incorrect, please contact us as soon as possible with:

• your order number;
• a description of the issue;
• photos of the product, packaging and any damage where relevant.

We will assess the issue and advise the next steps.

If the product is confirmed to be faulty, damaged in transit, or incorrectly supplied, we will arrange an appropriate remedy in accordance with our obligations.

Return approval process

Before returning any product, please contact us at:

shop@electricaldirectltd.co.nz

Please include your order number and the reason for the return.

We will provide return instructions once the return has been approved. Products sent back without approval may not be accepted.

Refunds

Once your return has been received and assessed, we will notify you whether the return has been approved.

If approved, refunds will usually be processed back to the original payment method. Processing times may vary depending on your payment provider.

Shipping charges are generally non-refundable for change-of-mind returns unless required by law or agreed by Electrical Direct.

Exchanges

Where available, we may offer an exchange for another product. If there is a price difference, this will need to be paid before the replacement item is sent.

Return shipping

For change-of-mind returns, return shipping is the customer’s responsibility.

For faulty, damaged or incorrectly supplied products, we will advise the appropriate return process.

We recommend using a tracked shipping method when returning products, as Electrical Direct is not responsible for return items lost in transit.

Contact us

For return or refund enquiries, contact us at:

shop@electricaldirectltd.co.nz

Please include your order number and details of the product you would like to return.