Change-of-mind returns are assessed case by case, while faulty products remain covered by New Zealand consumer law.
Last updated: 30 July 2026Email propicknz@gmail.com with your order number, product name, reason for return and photos where relevant. PROPICK will assess eligibility and, if accepted, provide return instructions and the correct return location.
Do not send an item to an address found elsewhere or return it without approval. An unapproved change-of-mind return may be refused or returned at the sender's cost. This does not prevent you from raising a claim about a faulty, damaged or incorrect product.
For an approved change-of-mind return, the item must normally be:
For an approved non-fault return, the customer is responsible for return freight, suitable packaging and transit risk. Original delivery charges are not normally refundable.
If handling, assembly, damaged or missing packaging, missing parts, cleaning, testing or reduced resale value creates a genuine cost, a reasonable restocking or condition deduction may apply where permitted by law. The deduction will reflect the actual condition and costs identified during inspection rather than an automatic fixed percentage.
Unless required by law, PROPICK may decline a change-of-mind return for:
Contact propicknz@gmail.com promptly with proof of purchase and evidence of the issue. PROPICK may request photos, video, troubleshooting information, serial details, inspection or return of the item before confirming the appropriate remedy.
Where the CGA applies, remedies depend on the nature and seriousness of the failure. For a minor fault that can be remedied, PROPICK may choose to repair, replace or refund within a reasonable time. For a substantial failure, the customer may have the right to reject the product and choose a refund or replacement, or keep it and claim the reduction in value.
For a confirmed product fault, incorrect item or delivery damage for which PROPICK is responsible, PROPICK will arrange or reimburse reasonable return freight as required by law.
If inspection finds no fault, or the issue was caused by misuse, unauthorised repair, unsuitable installation or another excluded cause, reasonable inspection, freight and handling costs may be payable by the customer after those costs are explained.
For a change-of-mind exchange, the quickest option is usually to complete the approved return and place a separate order. Replacement availability and any difference in product price or freight will be confirmed before the new item is sent.
After a returned item is received and inspected, PROPICK will email the outcome. Approved refunds are returned to the original payment method where practical and are normally initiated within 10 business days of approval.
Banks and payment providers may take additional time to post the funds. If more than 15 business days have passed since PROPICK confirmed that a refund was issued, email propicknz@gmail.com.
Contact PROPICK as soon as possible if you need to cancel. If an in-stock order has already been dispatched, the return rules above apply. Change-of-mind cancellation of a committed special-order or pre-order is subject to approval and any reasonable, disclosed supplier or payment costs, except where cancellation or a full remedy is required by law.
Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under New Zealand law, including the Consumer Guarantees Act 1993 (CGA) and Fair Trading Act 1986. These statutory rights apply in addition to PROPICK's voluntary policies and any manufacturer's warranty.
