Refund & Exchange Policy
Submit an Exchange, Cancellation or Refund Request
- Read the Returns and Exchanges policy
- Complete the Return Request Form
- We’ll review, let you know the next steps and, if approved, issue an RRN and instructions.
Important: Unauthorised returns will not be accepted. Including those without a RRN.
Do not send back to us unless you've received instructions to do so.
Ensure you have read our Policies before submitting a Form.
CHANGE OF MIND
If you've change your mind on the items you've ordered, the following applies:
In-store Purchases: You can return for Exchange or Store Credit within 7 days with proof of purchase; goods must be unused, saleable, and in original packaging.
Online Purchases: You can return for Exchange or Store Credit within 28 days with proof of purchase; goods must be unused, saleable, and in original packaging.
Refunds are not available for change of mind or incorrect product purchases.
Why different timeframes?
In-store customers can inspect products before purchase; we give online customers extra time for shipping and inspection.
Exchanges are subject to stock availability.
Pre-Order Items
Items that are listed as Pre-Order are not held in-stock & require ordering in, on a per customer basis.
An estimated lead time will be provided once the order is placed.
If you are concerned about lead times, please fill out the enquiry form on the product page & we will try to provide you with the latest lead times.
Note: Lead times are subject to change after enquiry or order, as they are determined by the manufacturer.
If you wish to cancel or exchange your pre-ordered item, then the Change of Mind and Cancellation Rules within this Policy apply. Special Order Items are exempt from Change of Mind Policy.
In the event of significant supplier delays or discontinuation, Trundles Automotive will contact you to discuss alternative options or a refund as required by law.
Proof of Purchase
A till receipt, tax invoice, or order confirmation email is required to process any and all Exchanges or Refunds.
Gift Cards & Store Credit
Due to the Nature of Gift Cards & Store Credit they cannot be refunded.
Items brought with these methods of payment still follow the Change of Mind & Warranty Policies.
Condition of Exchanges
Returned items must be unused, uninstalled, complete, and in original, undamaged packaging (no stickers/tape/markings), with all parts and manuals, suitable for resale.
Products that show signs of installation, test fitting, or attempted installation are not considered unused and may be refused or subject to a restocking fee.
Tamper seals & product integrity: If a product includes tamper-evident seals/IDs, exchanges are considered only if seals are intact and the product unused.
Items Exempt from the Change of Mind & Cancellation Policies
- Tyres & rims
- Custom-made or cut products (e.g., Hoses)
- Special-order items
- Pre-assembled suspension built to your specifications
- Torque-to-yield/one-time-use fasteners (e.g., U-bolts)
- Consumables (e.g., Gaskets, Seals, Fittings, Adhesives)
- Electrical & lighting (Non-returnable once opened or installed)
- Clearance/end-of-line (Final sale)
Cancellations
Order cancellations are not guaranteed and are assessed on a case by case basis.
Before processing or dispatch
If your order has not yet entered processing (including picking, packing, allocation to a job or supplier ordering), we may at our discretion offer either:
- Store Credit to the full value of the order or,
- Refund of the product value less any platform transaction or processing fees incurred.
Once processing has commenced
Once an order has entered processing including picking, packing, allocation or supplier ordering it cannot be cancelled. Change of Mind rules will apply once the order is underway.
The determination of whether an order has entered processing is at the sole discretion of Trundles Automotive.
Damaged or Incorrectly Supplied Items
If you receive a product that is damaged or Incorrectly supplied, it may be eligible for a Replacement, Exchange or Refund.
If the Package you received is bruised and battered, please refer to the Shipping Policy
Damage must be Reported within 7 Days of Delivery.
Faulty Products
Please refer to our Warranty Policy.
Refunds (For Eligible Cases).
Refunds are Approved on a case by case basis, you will be notified via email, if your refund has been approved.
Processing occurs within 5 business days of receipt/inspection.
Refunds will be applied to the original payment method. We reserve the right to withhold the Shipping & Processing/Platform Fees.
In the event of a Purchasing as a Gift, the amount may be issued as Store Credit or returned to the original purchaser’s payment method.
Haven’t received your refund after 10 working days?
Check with your bank or card provider, then email sales@trundlesautomotive.com.
Where applicable, a reasonable repackaging or restocking deduction may apply to non-fault returns that require refurbishment. Exchanged items are exempt from this deduction.
Return shipping & processing
After approval and issue of a Return Reference Number (RRN), send items to:
Trundles Automotive Limited
10 Cory John Place, Bell Block
New Plymouth 4312
New Zealand
Customers are responsible for return shipping. However, if goods were received damaged or had been incorrectly supplied, we may arrange return shipping at our discretion.
We recommend using a tracked courier service or insurance for items valued over $75.
We cannot guarantee the receipt of returns without tracking information.
Return Timeframe
Once a Return Reference Number (RRN) has been issued, the item must be shipped within 14 days.
Returns not dispatched within this timeframe may have the RRN cancelled and the return declined.
Returns without a valid RRN will be refused and may be returned at your expense.
Contact Us
For all return, refund, or warranty enquiries email us at sales@trundlesautomotive.com
Our team is here to help.
This policy operates alongside your rights under the Consumer Guarantees Act 1993 (NZ).
