Refund Policy

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1. Return Policy

We want you to be completely satisfied with your purchase. If you're not happy with your order, you can return it within 30 days of the purchase date for a full refund or exchange, subject to the conditions outlined below.

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

• The product must be unopened and in its original packaging
• The return must be initiated within 30 days of the purchase date
• You must have proof of purchase (order number or receipt)
• The product must be in its original condition

3. Non-Returnable Items

The following items cannot be returned:

• Products that have been opened or used
• Products without proof of purchase
• Products returned after 30 days from the purchase date
• Products that have been damaged due to misuse or negligence

4. How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact our customer service team at managers@truesaferetail.world with your order number
2. Provide a reason for the return
3. Wait for return authorization and instructions
4. Package the product securely in its original packaging
5. Ship the product to the address provided by our customer service team

5. Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped, defective product). We recommend using a trackable shipping service and purchasing shipping insurance.

We are not responsible for items lost or damaged during return shipping. Please ensure you package the product securely.

6. Refund Process

Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5-10 business days using the original payment method.

Refund Timeline:

• Processing time: 5-10 business days after receipt of returned item
• Credit card refunds: 3-5 business days after processing
• Bank transfers: 5-10 business days after processing

7. Exchanges

If you need to exchange an item, please contact our customer service team. Exchanges are subject to product availability. If the item you wish to exchange is not available, we will process a refund instead.

8. Damaged or Defective Products

If you receive a damaged or defective product, please contact us immediately at managers@truesaferetail.world with photos of the damage. We will arrange for a replacement or full refund, including return shipping costs.

9. Late or Missing Refunds

If you haven't received your refund within the expected timeframe, please check your bank account again, then contact your credit card company or bank. It may take some time before your refund is officially posted.

If you've done all of this and you still have not received your refund, please contact us at managers@truesaferetail.world.

10. Your Rights Under New Zealand Law

Under the Consumer Guarantees Act 1993, you have rights when products don't meet certain guarantees. These include:

• Acceptable Quality: Products must be of acceptable quality, fit for purpose, and match their description
• Right to Remedy: If a product fails to meet guarantees, you can request a repair, replacement, or refund
• Fair Trading: We must not mislead you about products or use unfair practices

Nothing in this policy limits or excludes these statutory rights. If you believe we've breached the Consumer Guarantees Act, you can contact the Commerce Commission or seek advice from Consumer Protection New Zealand.

11. Contact Us

If you have questions about our Refund Policy, please contact us:

Truesaferetail
81 Riccarton Road, Riccarton
Christchurch 8011, New Zealand
Phone: +64 28 429 9548
Email: managers@truesaferetail.world