Refund Policy
Returns
As a kiwi consumer, your purchases are protected under the Consumer Guarantee Act and Fair Trading Act.
Unfortunately, several items cannot be returned due to hygiene reasons. These include various items (but not limited to): helmets and helmet padding, thermal layers (including balaclavas), watches, underwear, socks, earplugs, compression clothing, under layers, protective gear (knee, wrist, chest and back protection) and swimwear. Please purchase these products with the consideration of this fact. These products are still guaranteed under the Consumers Guarantees Act.
To be eligible for a return, your item must be unused, unworn, and in the same condition that you received it, not previously installed, and in a sellable condition. Returns must be completed within 30 days of the original order date. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer, send them back to us.
If 30 days has passed since your original order date, unfortunately your item is ineligible for return.
If you're a local and want to return instore - that's fine, but please make sure you have contacted our online team beforehand. A returns form must be filled and completed along with your return.
We reserve the right to charge a restocking fee for returned items.
If you're stuck for what to do for returns, simply email support@cityhonda.co.nz - we're here to support you, our customer.
Request a Return (NEW ONLINE RETURN FORM):
1. Login to your account:
- In the email field, enter your email address, then click Continue
- In your email account, open the email sent from City Honda and copy the six-digit verification code
- Enter your six-digit verification code into City Honda
2. Click on the order you want to submit for
3. If your order has more than one item, only select the items you want to return
4. Select a return reason, please note: change of mind is not an accepted reason. Notes must include if you want to exchange or refund, and any relevant part numbers / SKU's (for exchanges).
5. Click Request Return
Our team will assess your request, and contact you regarding the outcome.
6. Please send your return items within 14 days from when your return request has been approved to the following address:
Attention: Online Returns
City Honda
487 Rangitikei Street
Cloverlea
Palmerston North 4412
If you have not sent your item back within 14 days from when your request has been approved, your return request will be cancelled and you will need to lodge another request.
Please note that prior to returning any items, we kindly ask that you submit a return request via our online platform and obtain approval from our team. This ensures a seamless return process for both parties involved.
All return shipping costs need to be covered by the customer. Once received, a refund will be processed to your original payment method, less shipping costs. Restocking fees may still be applied.
Change of Mind
Change of mind is not an acceptable reason for a return. Therefore, please contact our team if you have changed your mind on a product, before starting the returns process. These will be dealt with on a case-by-case basis. City Honda reserves the right to deny a change of mind returns.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
Please Note: Inspections may vary in time length, and may impact when your return is processed: due to the reason for return, condition, or the item itself. Your refund will be processed upon the inspection results.
City Honda offers free shipping (on applicable orders) with the understanding that the customer will keep the goods purchased. Should you choose to return your full-priced (over $99) order for a refund, City Honda will retain any original shipping costs incurred.
We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@cityhonda.co.nz.
Clearance items
Only regular priced items may be refunded, unfortunately, clearance items cannot be refunded or exchanged in most cases.
Items marked as *CLEARANCE* indicate whether an item is clearance.
These products are still guaranteed under the Consumers Guarantees Act.
Exchanges (if applicable)
We offer one free size exchange on items like helmets, boots, jackets, gloves etc. If you order a product and it doesn't fit, send us an email at shop@cityhonda.co.nz and we can organise an exchange. You will need to cover the cost of return freight to send the item back to us and we'll take care of the rest.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@cityhonda.co.nz and send your item to: City Honda Online Store, 487 Rangitikei St, MWT, Palmerston North 4412, New Zealand.
Instore Exchanges (if applicable)
If you wish to exchange an item for an alternative in-store option, please find an item the same price or higher. Not all staff members present can process online returns, so exchanging for a similar value ensures a seamless process for both staff and customers.
Lost Items: The City Honda Store makes every effort practical to ensure that items are delivered to the address stated by the customer. If the incorrect address was input by the customer, City Honda is not liable for replacement items, and or costs associated. If an item is lost by the courier, you agree not to hold The City Honda Store liable for any loss, directly or indirectly arising out of or in connection with City Honda's dispatch. If an item is stolen after delivery, you agree not to hold The City Honda Store liable for any loss, directly or indirectly arising out of or in connection with City Honda's dispatch.
Stock Availability: City Honda has made every effort to provide accurate stock availability information on our website, however, we do not guarantee that if a product is classified as being “in stock” that stock will be available to purchase at our physical store, or online.
Click and Collect: City Honda is not responsible for orders incorrectly selected by the customer, and processed as Click and Collect. For items over $99, orders can be arranged to be sent to the delivery address on file.
Warranties: City Honda is not responsible for the timeframe it takes to remedy a manufacturer warranty situation. This is determined by the relevant New Zealand supplier, and City Honda cannot be held accountable for a "late" return. All warranty items require assessment before a decision is reached, and this timeframe is deemed fit by the relevant New Zealand supplier. City Honda cannot be held accountable for items not accepted under warranty, and do not need to provide a remedy where warranty replacement has failed. City Honda does not need to provide refunds where a warranty is excluded.
Victa Warranties:
The VICTA Express Warranty is additional to the conditions and warranties which are mandatorily implied by the laws and regulations of the Consumer Guarantees Act in New Zealand and any non-excludable laws.
Under Express Warranty the Lawnmower is warranted from the date of purchase against mechanical defects and faulty workmanship or material. Express Warranty covers only the replacement, repair or adjustment of parts which fail due to a fault in manufacture.
Defective parts will be replaced or serviced by an Authorised Service Centre without charge for labour or materials, subject to conditions. Repairs or adjustments required by normal use or by failure to follow the manufacturer's instructions are chargeable to the owner.
Authorised Service Centre are authorised to determine whether a claim will be covered under warranty, or payable by the owner on completion.
You should seek independent legal advice to determine whether a claim not covered by the Express Warranty is covered by any warranties implied by law.
- Express Warranty applies to the original purchaser only. Proof of purchase date must be provided prior to Express Warranty work.
- Use of parts other than genuine Spare Parts cancels the Express Warranty.
- Repairs other than by an Authorised Service Centre cancels the Express Warranty.
- Altering the product (including governed speed) cancels the Express Warranty.
- A lawnmower run with incorrect fuel, oil or oil level, is not covered by the Express Warranty.
- Failure to properly service cooling or air filtration systems cancels the Express Warranty.
- Failure to follow the instruction manual or labels attached cancels the Express Warranty.
- Fair and reasonable wear is not covered by the Express Warranty.
- Damage from an accident, misuse or neglect is not covered by the Express Warranty.
- Costs of transportation of the lawnmower are to be paid by the owner.
- Blades and spark plugs are not covered by the Express Warranty.
Husqvarna Warranties:
Husqvarna 5 Year Domestic Warranty Program:
Husqvarna Warranty Add on bundles must be purchased within the same transaction to be eligible for upgrade. Bundles purchased separately will not be eligible.
CUSTOMER RESPONSIBILITIES RELATING TO WARRANTY CLAIMS
The Customer has the right to submit their Husqvarna product for warranty consideration to any authorised Husqvarna Servicing Dealer. It is the Customer’s responsibility to furnish the authorised Husqvarna Servicing Dealer with proof of purchase information, such as a receipt.
Showing the date of supply and the supplier.
The receipt or other relevant proof of purchase would enable the dealer to determine if the warranty claim falls within the accepted warranty time period for any particular product
The Customer must exhibit reasonable care in the maintenance, operation, storage and general upkeep practices as explained in the maintenance section of the Operator’s Manual provided with the product. This includes the whole product or any general wear item or component on the product.
WARRANTY EXCLUSIONS
- Any part or components for which the Warranty has expired.
- Parts that are not specifically recommended by Husqvarna or are not genuine Husqvarna replacement parts or accessories
- Parts that are not installed or otherwise serviced by an authorised Husqvarna Servicing Dealer (excluding consumables).
- Normal wear of parts and components and visual appearance items, such as paint or stickers. Normal customer maintenance items, including but not limited to (i.e. blades, blade adaptors, bulbs, filters, lubricants, springs, cables, wear protection, seals etc). Unless due to original manufacturing fault.
- Accident, abuse, misuse, negligence and neglect, including, dirt, abrasives, moisture, rust, corrosion, or any adverse reaction due to incorrect storage habits.
- Alterations or modifications that affect the unit’s performance, operation, safety, durability, change its intended use or cause failure of compliance with current regulatory standards.
- Additional damage to parts or components due to continued use occurring after any of the above.
- Robotic mower batteries – 24 Months or the remainder of the original product warranty if fitted free of charge under the terms of this limited warranty.
- Automower® installation - 2 years on parts only.
STATEMENT OF WARRANTY
A. General Terms & Conditions
Husqvarna provides a manufacturer’s warranty to the initial purchaser for each new Husqvarna® branded product that is sold by an Authorised Husqvarna Supplier in Australia or New Zealand. This warranty provides such initial purchaser with a guarantee against faulty workmanship in manufacture and/or defective components for the warranty period (see Part II, below) from the date of purchase. The benefits given by this manufacturer’s warranty are in addition to other rights and remedies of the consumer under a law in relation to the goods to which this warranty relates (see Part III and Part IV, below).
B. Making a Claim
If any product supplied by Husqvarna Australia and New Zealand that is found to be defective due to faulty manufacture and/or defective components within the warranty period, Husqvarna through its Authorised Servicing Dealers will repair or replace the product to the customer at Husqvarna’s cost providing:
- Proof of purchase is provided;
- The fault is not caused by misuse, neglect, adjustments and or modifications by the consumer.
- The consumer presents the product at an Authorised Servicing Dealer’s premises.
- Failure has not occurred through normal wear and tear.
- Spare part warranty period is only applicable provided they are installed by a qualified and /or authorised person. Any costs incurred to obtain warranty consideration or services is the consumers responsibility, including shipping and handling,travel expense, lost time, or pickup and delivery.
C. Consumer responsibilities
Please take reasonable steps to maintain the products as outlined in the maintenance section of the owners/operators manual or handbooks. We are not responsible if you cause the product to become of unacceptable quality or if the product is damaged by abnormal use.
Shipping
To return your product, you should mail your product to: City Honda, 487 Rangitikei St, Palmerston North 4412, New Zealand Attn Online Store.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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