Returns Policy

CORE RETURNS INFORMATION

Sometimes, for various reasons that are out of our control, you may receive goods that are damaged or faulty. In the event of this happening, send us a message with a brief description of the issue. Hold on to the goods until we can identify and rectify any issues as in most circumstances the manufacturer will require the faulty goods returned.

You are however welcome to return the goods if required for exchange or refund, excluding shipping costs within 10 days and in their original condition and packaging.

Change of mind / unwanted order goods: If the need arises, you are welcome to return the item if it is unused, in its original saleable condition and packaging, and with proof of purchase based on the following detailed terms:

• You may request an exchange to the value of the purchase price of the goods up to 10 days after purchase. This can be arranged via our branches.
• You may request a refund up to 10 days after purchase.
• Shipping costs will not be refunded and if the item was a free shipping item, the costs incurred to the company to ship the order will be removed from the refund total. Please inquire with the branches for this shipping cost price prior to confirming your order. Please note there may be a restocking fee incurred for items that have been ordered in to fulfil the order.

Clearance Items: Products identified and advertised as clearance will not be accepted for return, unless faulty.

Warranty Issues: On the rare occasion that you think a product purchased from our website is faulty and under warranty, please contact one of our branches immediately. Please email sales@rands.co.nz or call 09 5710045 regarding any returns of online orders. If Robertson & Sinclair accept the product as a warranty claim the item will need to be returned to the below address with a covering letter containing your details and stating the issue plus any other information relevant to the claim.

Robertson & Sinclair – Web Returns
727 Great South Road,
Penrose,
Auckland

Once we have received the product it will be assessed internally and/or sent to the distributor for warranty analysis. If the product is found to have a manufacturing fault at first instance we will repair, replace or give a full refund at our discretion. If the item was purchased instore at one of our branches, simply contact the branch directly. 

Robertson & Sinclair aims to abide and exceed the requirements set by the New Zealand Fair Trading and Consumer Guarantees Act.