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Last updated: 29 September 2025

What are my rights under NZ law?

  • When you buy goods from us the Consumer Guarantees Act 1993 (CGA) gives you the right to get a remedy if the goods are defective, not of acceptable quality, don’t match their description, or are not fit for purpose

  • Remedies include repair, replacement, or refund. If the problem is major (i.e. something a reasonable consumer would not accept, or that you would not have bought if you had known), you can choose which remedy

When can I get a refund?

You are entitled to a remedy (refund) if:

  • The product is faulty or defective.

  • The product differs from its description or from what was promised in advertising.

  • The product was damaged during shipping.

If you simply change your mind, or the product is no longer needed, you generally are not legally entitled to a refund under CGA, unless the retailer provides that option.

What do I need to do to return an item?

  • You must contact us within 7 days of receiving the product to notify us of a problem. 

  • You will need to provide proof of purchase (e.g. order number, receipt).

  • If the product is damaged or faulty, please send us photos and a description of the issue.

What condition must the product be in?

  • Products being returned for fault must be in substantially the same condition as delivered (apart from the fault).

  • Please do not use or alter the product further once you notice the defect; doing so may reduce your ability to claim.

  • Packaging may be required to process the return.

Who pays for return shipping?

  • If the return is due to a fault, damage in transit, incorrect item sent, or other error on our part, we will cover return shipping costs.

How long is the refund process?

  • After we receive the returned item (if applicable) and inspect it, we will notify you whether your request is approved or rejected.

  • If approved, refunds will be issued via the original payment method within 10 business days 

What happens if I changed my mind?

  • We do not accept returns, exchanges, or refunds if you simply change your mind or no longer want the product.
  • Please choose carefully before completing your purchase.

When a refund might be refused or reduced

We may refuse or reduce a refund if:

  • The item has been used, altered, damaged by misuse, or is not in resalable condition.

  • You fail to return the item with all original packaging, accessories, parts.

  • You do not provide proof of purchase or sufficient evidence of the fault.

  • The request is made outside the timeframe stated in this policy

Do I still have rights after the period you specify?

  • The timeframes you set in this policy are in addition to your legal rights under the CGA. The CGA does not let us contract out of your rights— we can’t reduce or remove your legal rights. 

How do I request a refund or return?

  • Contact us at: Fire Spin Hobby via email nzfirespin@gmail.com or through our website contact form.

  • Include your order number, name, description of the issue, and photos if relevant.

  • We’ll provide you with instructions on how to return the product if needed.

What if I receive a wrong or damaged item?

  • If we send you the wrong item, or it arrives damaged, we will arrange the correct replacement or refund.

  • Please contact us immediately within 7 days of delivery and send photos of damage or error.