Refund policy

Returns and Refund Policy

This Returns and Refund Policy sets out our business rules for how we handle returns and Refund you.  These are set out in accordance with the NZ Consumer Guarantees Act and the Fair-Trading Act.   

We have a 30-day return policy, which means you have 30 days after receiving your item to email us to request a return.

Reasons for returning items

Returns can occur for the following reasons:

• Customer changed mind
• Customer ordered the wrong product (or variant of a product i.e. size / colour)
• Product sent was different from that ordered
• Product was faulty
• Product was damaged in transit

 If you have a reason that does not fall in any of these categories, please contact us at info@watercooledclassic.com.

There may be different return and refund rules for each of these reasons.  We have set these out in this Policy for your convenience. 

Returns eligibility

To be eligible for a return:

• Your item must be in the same condition that you received it, unworn, unused or uninstalled, with tags (not necessarily attached), and the original product packaging must be available.
• Should the returned product not meet these criteria, we reserve the right to a) charge a restocking fee of up to 25%, b) refuse your request for a refund, or c) offer a prorated refund reflecting the actual condition of the product.
• You’ll also need the receipt or proof of purchase.

If you have installed a part and then found it faulty, please contact us for help at info@watercooledclassic.com.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

How to request a return

To start a return, first contact us at info@watercooledclassic.com. We will work together with you on the return process and outline the process relevant to your specific situation. You will need to provide details of your name, order number, the specific item the return request relates to and the reason for the return.  You may be asked to provide photos as evidence to support your request.

Please note that returns will need to be sent to the following address: 34 Kinmont Crescent, Mosgiel 9024, Otago New Zealand. Responsibility for the cost of delivery is set out under the return policy for the relevant reason for return.

If your return is accepted, we’ll provide instructions on how and where to send your package. Items sent back to us without first requesting a return may not be refunded.

You can always contact us for any return question at info@watercooledclassic.com.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalized items), and personal goods (such as boxers / underwear). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

A replacement Online Gift Card is the only refund option if returns are accepted for items that were purchased with a Online Gift Card. 

Special orders / restocking Fees

Special order products are non-returnable, due to the terms we work on with our suppliers. This allows us to keep pricing low, and offer the best value for NZ Porsche owners and enthusiasts. This means that should you change your mind regarding a special order product, we do not offer refunds. However, at our discretion, we may, subject to a 25% re-stocking fee and payment of return freight back to the supplier, offer a refund in the form of store credit. This credit will not expire, and can be used to purchase any product available on our website, or another special order.

Customer changed mind

If you have changed your mind on an item you have purchased, we do not legally have to refund or exchange the item.  However, we would like to work with you to ensure you have the product or part that suits your needs.  Please contact us to let us know your situation so that we can explore how we could help you.

If we choose to accept a return for a product you changed your mind about, you will be responsible for the costs of delivery of the product to our dispatch centre,  In this situation, we may choose to refund the item by issuing an Online Gift Card to that value or use the funds toward the replacement product or part you have chosen to replace the original item.  Any costs over and above the original purchase amount will be your responsibility including its delivery to you.  You will be responsible for any damaged incurred during delivery.

Customer ordered the wrong product

In the situation where the customer has ordered the wrong product (or variant of a product i.e. size / colour, or model) we do not legally have to refund or exchange the item.  However, we would like to work with you to ensure you have the product or part that suits your needs. Please contact us to let us know your situation so that we can explore how we could help you.

If we choose to accept a return for a product you ordered incorrectly, you will be responsible for the costs of delivery of the product to our dispatch centre. In this situation, we may choose to refund the item as an Online Online Gift Card to that value or use the funds toward the replacement product or part you have chosen to replace the original item.  Any costs over and above the original purchase amount will be your responsibility including its delivery to you. You will be responsible for any damaged incurred during delivery.    

Product sent was different from that ordered

If the product that is delivered to you is not the correct item, please contact us and we will provide a return shipping label so that it can be returned to us at no cost to you, and we will send the correct item to you at no additional cost to you. 

Product was faulty

If the product that is delivered to you is faulty, please contact us and we will provide a return shipping label so that it can be returned to us at no cost to you, and we will send a replacement item to you at no additional cost to you. 

Product was damaged in transit

If the product that is delivered to you is damaged in transit to you, please contact us upon receipt of the item, or within the Refund Policy timeframe.  We will require photos of the damaged packaging and product.  We will liaise with our delivery provider before we accept the return, as per their requirements with us. If it is agreed it was a carrier issue, we will provide a return shipping label so that it can be returned to us at no cost to you, and we will send a replacement item to you at no additional cost to you. 

Replacement item is out of stock

If the replacement item is out of stock when we are advised of the request for return for this reason, we may have to source the product from an international supplier.  This will create a delay on the delivery of the correct item, but we will be open and honest with you about the timeframes for delivery once we are advised of them.  The item will be imported and delivered to our dispatch centre prior to being delivered to you.  This is to meet our NZ Customs regulations.

If you would prefer to receive your money back, we will arrange payment in the same way in which you paid.  i.e. if you paid by debit / credit card we will refund to your card, or if you paid by bank deposit, we will refund to that bank account.  Alternatively, you are welcome to request an online gift card for the value of that item.   

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 working days have passed since we’ve approved your return, please contact us at info@watercooledclassic.com.

Timeframes for replacement parts or products

Many of our suppliers are international and there may be delays on a replacement product if we are out of stock for your specific parts or merchandise. 

We will always endeavour to get replacement parts to you as fast as we can.  In most cases parts imported will arrive to us here in Mosgiel before being dispatched to you.  Only in exceptional circumstances we can get delivery straight to you without coming via our dispatch centre.