RETURNS &
REFUNDS

New Zealand Orders

For change-of-mind returns, please contact CTB Performance & Accessories within 30 days of receiving your product to request authorisation. This includes returns where you have ordered an incorrect item.

All change-of-mind returns must be authorised by CTB before being sent back. We reserve the right to refuse unauthorised change-of-mind returns.

Product Condition

Products returned due to a change of mind must be unused, uninstalled and in their original, undamaged packaging, with all components, accessories and instructions included.

CTB will inspect returned products before approving a refund or credit. If a product is incomplete, used, installed or damaged, or its packaging is missing or damaged, we may decline the change-of-mind return. Alternatively, we may offer to accept it with an additional deduction for missing or damaged components, subject to your agreement.

If a change-of-mind return is declined, return delivery to you will be at your expense.

Restocking Fee

Approved change-of-mind returns are subject to a 15% restocking fee, calculated on the purchase price paid for the returned item, excluding delivery charges. This fee will be deducted from your refund or credit.

No restocking fee applies where CTB supplied an incorrect item or where you are entitled to a remedy under the Consumer Guarantees Act 1993.

Return Shipping

For change-of-mind returns, you are responsible for return shipping costs. Original delivery charges are non-refundable.

Please package items securely and use a tracked courier service. For returns you arrange, you are responsible for ensuring the products reach us safely.

If we supplied an incorrect product, or the product is confirmed as faulty or otherwise fails to meet applicable consumer guarantees, CTB will arrange return shipping or reimburse reasonable return shipping costs. Please contact us first so we can confirm the appropriate arrangements.

Refund Processing

Approved change-of-mind returns will be processed within 10 business days after we receive the returned product. Business days exclude weekends, public holidays and the day of delivery.

Refunds will be issued to the original payment method wherever possible. If that method is no longer available, we will agree on an alternative refund method with you. Store credit may be issued with your agreement and is not redeemable for cash.

Your bank or payment provider may require additional time to make the funds available.

Faulty, Damaged or Incorrect Products

If your product arrives damaged, is faulty or differs from what you ordered, please contact CTB promptly with your order details and a description of the issue.

We will assess the issue and provide the appropriate remedy under applicable consumer law. Where the Consumer Guarantees Act 1993 applies, this may include a repair, replacement or refund, depending on the circumstances.

The 30-day change-of-mind limit, restocking fee and original packaging requirements do not apply to claims under the Consumer Guarantees Act.

International Orders

We do not accept change-of-mind returns on international orders. If your product is faulty, damaged or incorrect, please contact us so we can assess the issue and provide any remedy required under applicable consumer law.

Your Consumer Rights

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable consumer protection law.

Policy Changes

CTB may update this policy from time to time. Changes will apply to purchases made after the updated policy is published and will not affect your rights relating to earlier purchases.