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Returns & Exchanges Under COVID-19 Alert Level 3 and 4

We're sorry to say we're unable to accept returns or exchanges under Alert Level 3 and 4.

For peace of mind, we have temporarily extended our Change of Mind Policy from 7 days to 14 days, which begins at Alert Level 2 instead of the date of your purchase. This is on the condition that the product is returned in its original condition with packaging and invoice.

This temporary extension will apply for the duration of Alert Level 3 and 4.

The following products are excluded from this guarantee, except where they are faulty:

  • Personal grooming and personal hygiene items
  • Headphones and earphones
  • Unsealed printer cartridges
  • Beds and bedding products
  • Software
  • VR headsets
  • Wearables
  • Gift Cards, SIM Cards, Recharge Cards and EZI-Pay Vouchers

To return an eligible product from Alert Level 2 onward, please take your item (including the original packaging) and receipt to any of our stores nationwide or call us on 0800 764 847.

Cancelling an Online Order

Once you have placed your online order and payment is processed it cannot be changed, however you can cancel your order.

If you'd like to cancel an online order, call us on 0800 764 847 with your order number as soon as you can.

If you cancel your order before we dispatch it, we can provide you a full refund.

If your order has already been dispatched, we're unable to cancel your order. Instead, please follow the returns process after your order arrives. Please note that your delivery fee may not be refunded in this situation.

Change of Mind

Please choose carefully as we do not have to provide a refund if you have changed your mind about a particular purchase.

Consumers

Under the Consumer Guarantees Act 1993 (CGA), you have guaranteed legal rights for goods [and services] you buy.
These are called "consumer guarantees", and include the following:
1) a guarantee that the goods are of acceptable quality, such that the goods are:

  • fit for all the purposes for which goods of that type are commonly supplied;
  • free from minor defects, safe, durable and acceptable in appearance and finish;

2) a guarantee that the goods are fit for any particular purpose made known by you, or for which we represent that they are or will be fit;
3) a guarantee that the goods correspond with any description with which the goods are supplied; and
4) a guarantee that the goods correspond with any sample or demonstration model where the goods are supplied by reference to such sample or model.

If the goods [or services] we supply do not meet a consumer guarantee, we will meet our obligations under the CGA to provide a remedy.

These guarantees are in addition to any warranty offered by a manufacturer, and you may have rights against the manufacturer directly.

The CGA does not apply where the goods have been used in a manner, or to an extent which is inconsistent with the manner or extent of use that a reasonable consumer would expect to obtain from the goods; and the goods would have complied with the guarantee of acceptable quality if they had not been used in the manner or to that extent.

Businesses

If you are acquiring goods [or services] from Smiths City for business purposes as defined in sections 2 and 43 of the CGA, you agree that the consumer guarantees provided for in the CGA will not apply to the supply of those goods [or services].

Minor Failure

If the goods [or services] we supply do not comply with a consumer guarantee, but can be remedied within a reasonable time, we will either repair the goods or replace the goods with goods of identical type. If we cannot repair or replace the goods within a reasonable time, we will provide you with a refund of the purchase price.

Major Failure

A ‘major failure’ is where the failure in the goods cannot be repaired or cannot be repaired within a reasonable time, or where the failure constitutes a ‘failure of substantial character’ as set out by section 21 of the CGA.
If a failure amounts to a major failure, you are entitled to return the goods and choose to have a replacement of the returned goods or a refund. Alternatively, you may elect to retain the goods and obtain compensation for the reduction in value of the goods.
Where you choose a replacement, we will where available, provide goods of the same type and similar value to the returned goods, like-for-like.

Delivery Charges

Any shipping costs to return the original goods to Smiths City will be at the cost of Smiths City, where Smiths City considers the goods to have breached a consumer guarantee. If on examination of goods returned to Smiths City, the goods are found to not be in breach of any consumer guarantee, Smiths City may charge you a fee for examining the goods and any cost to return the goods to you.
Please note that goods must be returned within a reasonable period and you may be asked to demonstrate that you have purchased the goods from Smiths City and that the problem with the goods was not your fault.

Refunds

Refunds will be issued at the discretion of Smiths City. Refunds will normally be processed within seven (7) Business days.

Goods Damaged in Transit

If any goods arrive damaged, please contact our Customer Services Team within 24 hours of delivery. The Customer Services Team will arrange to have the damaged item returned and either repair or replace the goods or refund the price to you, at our election. Damaged goods must be returned in the condition received by you with all original packaging, together with all packing slips.

Contact

If you are experiencing issues with your purchase please call us on freephone 0800 764 847, or email us at customerservice@smithscity.co.nz