Returns Policy

CCG Returns and Refunds Policy

This Returns and Refunds Policy applies to purchases made from our CCG retail store and online in New Zealand and Australia. We are committed to providing excellent customer service and complying with applicable consumer laws, including the New Zealand Consumer Guarantees Act 1993 (CGA) and the Australian Consumer Law (ACL) as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth). All purchases are subject to our full Terms of Sale, which are available on request.

 Please note: We do not offer refunds or exchanges for change-of-mind purchases. This does not affect your statutory rights under the CGA or ACL if a product is faulty, not fit for purpose, or does not match its description.

 1. Inspection and Transit Damage

 Please inspect your goods within 7 working days of delivery and report any visible transit damage to us within that period. Retaining your delivery receipt or carrier documentation will help us process your claim quickly. This does not limit your rights under the CGA or ACL for defects discovered later.

 2. Defective or Faulty Products

 If a product is defective, faulty, not fit for purpose, or does not match its description, you may be entitled to a remedy under the CGA (in New Zealand) or ACL (in Australia). These statutory rights apply for a reasonable period depending on the nature of the product. This includes machinery and equipment.

• Visible defects: Please notify us within 7 working days of delivery where the fault is apparent on inspection.

• Latent defects (faults not reasonably discoverable on inspection): Please notify us within a reasonable time of the defect becoming apparent, and in any event within 6 months of delivery. Nothing in this clause limits your rights under the CGA or ACL, which may provide for a longer period depending on the nature and price of the product.

• For minor faults: We may choose to repair, replace, or refund the product.

• For major faults: You may choose a refund, replacement, or compensation for any reduction in value.

Contact us as soon as possible with details of the issue and proof of purchase. We will assess the fault and provide an appropriate remedy within a reasonable time.

How to Return a Defective Product

• In-Store: Bring the product to our store at 13 Tarndale Grove, Rosedale, Auckland.

• Courier: Contact our customer service team to arrange a return. We will cover reasonable return shipping costs for verified defective products.

3. Order Cancellations

If you wish to cancel an order before it has been despatched, please contact us in writing as soon as possible. CCG may charge reasonable directly incurred costs (such as restocking, shipping, and bespoke materials) as set out in our Terms of Sale. Custom-ordered or imported-to-order products may be subject to additional cancellation charges.

4. Exchanges

Exchanges for defective products are available where a replacement is chosen as a remedy. Return the original product to our store or via courier. Full freight cost will be charged for items returned by courier.

5. Refunds Process

• Refunds will be issued to your original payment method. If you paid via Afterpay or another buy-now-pay-later service, your refund will be processed back through that service.

• Processing time: Up to 5 business days from the date we receive and approve the returned product.

6. Your Statutory Rights

Nothing in this policy excludes, restricts, or modifies your rights under the CGA or ACL. For more information:

• In New Zealand: Visit the Consumer Protection website or contact the Commerce Commission.

• In Australia: Visit the ACCC website or contact your state/territory consumer protection agency.

7. Disputes

If you are not satisfied with how a return or refund has been handled, please contact our customer service team. All purchases are subject to our full Terms of Sale, which include a dispute resolution process. A copy is available on request or by emailing accounts@ccg.co.nz.

8. Privacy

Personal information provided in connection with a return or refund is handled in accordance with the Privacy Act 2020. See our Privacy Policy for details.

If you have any questions about this policy or need assistance, please contact our customer service team.