Refund policy

Return & Refund Policy

All goods returned (except those damaged in transit) must be in good condition and in their original packaging. All accessories, parts, and manuals must be included. To expedite the processing of your return, please include your order number and purchase reference on the returned parcel.

Customer Order Errors

If an item is returned because it was ordered incorrectly (e.g. wrong part or model selected), a restocking fee of 20% will apply. This fee helps cover handling and inspection costs. Please ensure you check compatibility before placing your order. Shipping costs are non-refundable.

Incorrect Item Received:

We sincerely apologize for the mistake and any inconvenience this may have caused.

  • Please email us a picture of the item you received.
  • We will send the correct item to you along with a prepaid return label.
  • Please drop off the return parcel at your nearest NZ Post office or book a pickup online at www.nzpost.co.nz.

Item Damaged on Arrival:

If your item arrives damaged:

  • Email us as soon as possible with a photo clearly showing the damage.
  • Please keep all materials and repackage the product as it was received. Do not dispose of any of the packaging or materials.
  • We will arrange a courier pickup for a damage assessment. The courier company will notify you of the pickup time. You can leave the item at a convenient location if no one is home.
  • The courier company will assess the damage and determine whether our claim will be approved.
  • Once the damaged item is collected, we will send you a replacement.

Faulty or Non-Working Item on Arrival:

We perform additional quality control checks to ensure products are functioning correctly before dispatch. However, if the product is faulty on arrival:

  • We will re-ship the new item to you at no extra charge.
  • If the faulty item needs to be returned, we will cover return shipping costs up to the amount paid for the initial sale.
  • Once we receive the returned item, we will test it. If a fault is confirmed, the item will be replaced at no additional cost, or we may offer a refund (including return postage) if the product cannot be repaired or replaced with the same or a similar item.
  • If no fault is found, the original product will be returned to you, and return postage will not be refunded.

Change of Mind:

We understand that people sometimes change their minds.

  • If the order has not been dispatched when we are notified, we will cancel your order and issue a refund.
  • If the order has already been dispatched, you are welcome to return the item within 7 working days of receipt. In such cases, return shipping costs must be covered by the customer. The product must be returned in its original condition with all accessories and packaging included.
  • A restocking fee of 20% or $15.00 (whichever is greater) applies to all returns, and shipping fees are non-refundable.

Item Not As Expected:

We do not accept returns for items based on customer expectations unless the product significantly differs from the description.

  • While we make every effort to provide detailed product information, some customers may not read the descriptions carefully, leading to misunderstandings about the product.
  • We strongly recommend reading the product descriptions and reviewing the images thoroughly. If any details are unclear, please confirm with us before purchasing.

Parcel Did Not Arrive:

If your parcel has not arrived within the expected time frame:

  • First, trace your parcel on the courier company’s website using the tracking number provided in the shipping confirmation email, or contact the courier company.
  • If you receive no response or the parcel is not found, please email us as soon as possible, and we will file an inquiry on your behalf.
  • Most parcels are located after inquiries are filed. For completely lost parcels, we will submit a claim and resend the item to you as soon as possible.

Consumer Guarantees Act 1993 (the "Act"):

This Return & Refund Policy, as well as other terms of sale, are subject to your rights under the Act.

  • If you are purchasing items for business purposes, you agree that the Act does not apply.
  • You also accept that the Act does not apply if you are purchasing items for resale, manufacturing, or repair in trade.

At GoMowerParts.co.nz, your satisfaction is our priority, and we are dedicated to ensuring a positive shopping experience for you.