30-Day Returns
We stand by the gear we sell, but we know that projects change and sometimes a product isn't quite right for your space. You have 30 days from the day your order arrives to request a return. For us to accept it, the item needs to be in the same condition it arrived in, which means it must be unused, uninstalled, and in its original packaging with all the bits and pieces included. If an item shows visual signs of wear or has been used, we won't be able to give you a refund.
How to Start a Return
To get the ball rolling, please email us at sales@traderoots.co.nz with your order number. We will give you the instructions on where the package needs to go. Please do not send items back to us without checking in first, as we won't be able to accept items that arrive without a prior request.
Shipping and Freight Costs
Because we deal with heavy, high-ticket items, shipping is a major part of the cost. Your refund will cover the cost of the goods only. This means any freight costs we paid to get the item to you originally will be deducted from your final refund amount. You will also be responsible for paying the cost to ship the item back to us before we can process your refund.
Damages and Issues
Please give your order a proper once-over as soon as it arrives. If the item is damaged, defective, or you received the wrong gear, get in touch with us straight away at info@traderoots.co.nz so we can evaluate the issue and make it right for you.
Exceptions
We cannot accept returns on sale items, gift cards, or custom products that were specially ordered for your project. We also cannot accept returns for hazardous materials or flammable liquids. If you have questions or concerns about a specific item, please reach out to us before you send it back.
Exchanges and Refunds
The fastest way to get a different product is to return what you have, and once that is accepted, make a separate purchase for the new item. Once we receive and inspect your return at our warehouse, we will let you know if the refund is approved. If everything looks good, the money will be sent back to your original payment method automatically. Just keep in mind that banks and credit card companies can take a bit of time to process the refund on their end.
Proof of Purchase
We'll need your order number or proof of purchase to process any return or refund.
Reporting Damaged Deliveries
If your order arrives damaged, please get in touch within 24 hours of receiving it. Claims made outside this window can't be accepted.
Your Rights Under NZ Consumer Law
If an item is faulty, not working as described, or has a warranty issue, you're entitled to rights under New Zealand Consumer Law. Get in touch with us at info@traderoots.co.nz and we'll work through it with you.
Refund Timeframes
Once your refund is approved, allow 5–7 business days for it to appear in your account after we've processed it on our end — on top of any processing time your bank needs.
Misuse and Accidental Damage
Just a heads up — we can't accept returns where damage has been caused by misuse or accidents. If you're unsure whether your situation qualifies, reach out before sending anything back.
Contact Us
If you have any other questions about a return or a refund, you can always reach our New Zealand team at info@traderoots.co.nz.