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).  This policy outlines our voluntary returns process for change-of-mind returns and does not affect your statutory rights under the CGA or ACL.

1. Change-of-Mind Returns (Non-Defective Products)

We offer a voluntary 20-day return window for non-defective products if you simply change your mind. To be eligible:

• The product must be returned within 20 days from the date of delivery.
• The product must be in its original, unused, and new condition, with all original packaging, tags, accessories, and documentation intact.
• Proof of purchase (e.g., receipt or order confirmation) must be provided.

We do not charge a restocking fee for eligible change-of-mind returns, but the total order freight cost will not be refunded.

How to Return a Non-Defective Product

• In-Store Returns: Bring the product to our physical store at 13 Tarndale Grove, Rosedale, Auckland within the 20-day window.
• Courier Returns: Contact our customer service team here to arrange a return label or instructions. You are responsible for return shipping costs unless otherwise agreed.

Once we receive and inspect the returned product to confirm it meets the eligibility criteria, we will process your refund or exchange (see below).

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 are not limited by our 20-day voluntary return window and apply for a reasonable period depending on the nature 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 here as soon as possible with details of the issue and proof of purchase. We will assess the fault and provide an appropriate remedy in a reasonable time.

How to Return a Defective Product

• In-Store Returns: Bring the product to any of our physical stores.
• Courier Returns: Contact our customer service team here to arrange a return. We will cover reasonable return shipping costs for verified defective products.

3. Exchanges

Exchanges are available for products in new, unused condition within 20 days from the date of delivery. This applies to both non-defective (change-of-mind) and eligible defective products where a replacement is chosen.

• Exchanges must be for a product of equal or similar value (you may need to pay or receive the difference).
• Return the original product to a store or via courier as outlined above.  We will charge full freight cost for products sent to us for exchange via a courier
• We will process the exchange once the returned product is received and inspected.

4. Refunds Process

• Refunds will be issued to your original payment method.
• Processing time: Up to 5 business days from the date we receive and approve the returned product.
• No restocking fees apply, but the total order freight cost will not be refunded.

5. Exclusions

We may not accept returns or provide refunds for:

• Products that have been used, damaged, or altered by you (beyond reasonable inspection).
• Machinery Sales are final and no returns are allowed unless agreed to in writing by management.
• Perishable goods, personalized items, or items marked as non-returnable.
• Digital products or services once accessed or downloaded.

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.

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