Refund policy

This return and refund policy applies to purchases made from XtremeSystem online at xtremesystems.co.nz or in store.

Return authorisation
Before returning any product, contact us at sales@xtremesystems.co.nz so we can issue a Return Authorisation (RA) number. Please do not send products back until the return has been authorised. Issuing an RA number does not by itself guarantee that a return will be accepted.

Change of mind or incorrect product
Contact us within 14 days of purchase or delivery. Approved change-of-mind returns may be exchanged for another product or issued as store credit at our discretion. New products must be sealed and unopened with the original packaging intact. Refurbished or open-box products must be returned in the same condition supplied, complete with all packaging and accessories, and are subject to inspection.

Approved change-of-mind returns for refurbished or open-box products may incur a restocking fee of up to 15% of the product price. The fee depends on the product condition and any testing, data removal, repackaging or restoration required, including missing packaging or accessories. No restocking fee applies to goods that are faulty, incorrectly described, damaged in transit, or where a remedy is required under the Consumer Guarantees Act 1993.

Special-order items cannot be returned or exchanged for change of mind or ordering the wrong product.

How to return a product
Approved products can be returned in store or by mail. For change-of-mind returns, the customer is responsible for securely packaging the product and arranging and paying for return shipping. If an item is confirmed to be faulty, incorrectly supplied or damaged in transit, we will meet our obligations under New Zealand law, including reimbursing reasonable return costs where required.

Products damaged in transit
If your product is damaged during delivery, contact us as soon as possible. We will replace it where available or provide an appropriate credit or refund. Where the Consumer Guarantees Act applies, we will meet our obligations under that Act. Otherwise, notify us within 24 hours of delivery unless we agree otherwise.

Faulty products
If a product is faulty or does not meet the guarantees under the Consumer Guarantees Act, we will provide a repair, replacement, refund or other remedy as required by law. The product may need to be returned for inspection and testing. A faulty product does not need to be in its original packaging, and no restocking fee applies.

Refund processing
Once a return has been received, inspected and approved, we will process any approved refund within 5 business days. Your bank or payment provider may take additional time to make the funds available.