Refund policy

This policy explains how returns and refunds work at Kauri Auto Parts, operated by Orry Campbell Coburn, sole trader, trading as Kauri Auto Parts (NZBN 9429053778222). Nothing here limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

The short version

If a part is faulty, arrived damaged, or is not the part you ordered, tell us and it costs you nothing. Your rights in that situation come from the Consumer Guarantees Act 1993 and are not limited to a set number of days. If you simply changed your mind, you have 30 days from delivery, the part must be unused and unfitted, and the return postage is at your cost.

Contact us before sending anything back, so we can confirm the return and match it to your order.

If a part is faulty, damaged or not what you ordered

Under the Consumer Guarantees Act 1993 you are entitled to a remedy when a part is faulty, is not fit for its purpose, or does not match how it was described. Depending on the nature of the failure, that remedy is a repair, a replacement or a refund, and where the failure is serious you may choose a refund rather than a replacement.

These rights are not capped at a set number of days. They run for a reasonable period, which depends on the part, what it cost, and how it has been used — a part that fails in a way it should not have, within the life you would fairly expect of it, is covered. This applies when the part arrived damaged, when it has a manufacturing fault, or when what turned up is not what appears on your order confirmation. We arrange and pay for return shipping in every one of those cases, and we deal with the supply partner ourselves — that is not your job.

If you change your mind

Change-of-mind returns are accepted within 30 days of delivery, provided the part is unused, has not been fitted, and comes back in its original packaging in resalable condition, with proof of purchase.

Return postage on a change-of-mind return is at your cost. Once the part reaches us and has been checked, we refund what you paid for it to your original payment method.

Ordering the wrong part is the most common reason people want to send something back, and it is avoidable. If you are not certain a part suits your vehicle, send a fitment enquiry before you order and we will check it against your vehicle for free.

Damaged in transit

Photograph the outer packaging and the part before unpacking any further, then contact us within 7 days of delivery. That shorter deadline is not a shorter returns window — it is the carrier's. Freight companies will only accept a damage claim if it is lodged within a few days of delivery, so telling us promptly is what allows us to claim against them rather than argue about it. Transit damage reported after that still falls under your Consumer Guarantees Act rights above; it is simply harder for us to recover, so please do not sit on it.

Either way, we send a replacement or refund you in full, and cover the return shipping.

How to make a claim

  1. Email info@kauriautoparts.co.nz with your order number, a description of the problem, and photos of the part and its packaging where they help. You can phone 027 596 5051 if you would rather talk it through, and the contact form reaches us too.
  2. We reply within one business day to confirm whether the return is approved and to tell you how to send it.
  3. Send the part to: Kauri Auto Parts, 20 Gilmour Terrace, Lyttelton, Christchurch 8082, New Zealand. Please wait for our reply before posting it — a return that arrives unannounced is easy to lose track of and slower to refund.
  4. Once the part arrives and has been checked, we process your refund within 5 working days.

Refunds

Refunds go back to the payment method you used, for the price of the part. Delivery is free, so there is no shipping charge to refund. How soon the money appears after we process it is up to your bank or card provider.

Questions

Email info@kauriautoparts.co.nz or phone 027 596 5051, Monday to Friday 9:00am to 5:00pm NZT. Our full business details are on the contact information policy.