Terms and Conditions
We understand the desire and the need to find great products at bargain prices. We aim to keep all of our costs down including the cost of covering returns. We do not accept returns except where the basis of the return is covered by the Consumers Guarantees Act or Fair Trading Act. With this said, we would appreciate it if you could take that extra time when you're at the checkout to look over what you have ordered before hitting that pay button because once you've submitted it, it's too late!!
We aim to ensure our product descriptions are as detailed as possible and that includes sizing and colour guides for our clothing type product.
It is important to ensure that you choose your product carefully.
If you think you have a case for a genuine exchange request then please contact us first before sending your order back to us as it may get declined and returned to you. In all cases Proof of purchase is required in order to get an exchange. Please note products returned to us for an exchange must be in a resalable condition with packaging intact and all labels etc returned with the item, also, due to copyright issues exchanges are not available on DVD's, except where the product is deemed faulty.
Merch4U's warranty policy covers our products for 12 months from the purchase date. Warranty claims cover any fault, defect or failure occurring as a result of the manufacturing process. Damage or faults occurring as a result of misuse, accident, or wear and tear is not covered by our warranty policy.
If you believe that there is a fault that is covered under warranty please do not hesitate to contact us, detailing as much as possible where the fault lies (including a photo of the issue if possible or applicable) so that we can review the problem and offer you the best solution. This could be either a repair, replacement or refund. We reserve the right to provide the best possible solution based on availability of stock.
Restrictions and Exceptions:
As a result of copyright laws and hygiene issues a refund or exchange is only available for the following products if the product is defective:
PC and Gaming Console Software
Consumables (perishable products some Health and Beauty/Pharmacy products)
Printer cartridges (when packaging is opened)
NOTE: These products are still guaranteed under the Consumers Guarantees Act
Consumer Guarantees Act - Your Rights
Faulty good returns
In the unlikely event that a product you have purchased from Merch4U becomes faulty, we are committed to meeting our obligations under the New Zealand Consumer Guarantees Act 1993 (CGA).
Consumer Guarantees Act 1993
The New Zealand Consumer Guarantees Act 1993, is legislation that outlines the guarantees and rights of both the seller and consumer for products and services sold.
Under the CGA, products sold by us must be safe, of acceptable quality, fit for the purpose they have been purchased for, match the description given, match the sample or demonstration model and be of acceptable condition when received by you;
The CGA guarantees are in addition to any other warranty offer(s) provided by the manufacturer, or insurance provider (if applicable); and
The CGA does not apply where the product has been misused, broken or improperly operated.
If a product sold by Merch4U does not meet one of the guarantees detailed above or cannot be repaired within a reasonable period of time, we will either repair or replace the product with an identical product type. In the event a repair or replacement is not an available option, or the repair cannot be carried out within a reasonable period of time, Merch4U will refund you the original purchase price if you have provided full proof of purchase.
In the event a product cannot be repaired, due to the nature of the fault (safety risk) or the failure is of substantial character (i.e. multiple product failures), you may choose either a replacement of an identical product type or a refund of the original product purchase price.
What we will do
When the product is initially returned, we may try to fix (troubleshoot) the problem, in consultation with the supplier, before sending it to an authorised repair agent for assessment.
If your returned product is still within the manufacturer's warranty period, and after assessment is found to have a manufacturing fault, the repair and all associated costs will be free of charge;
If the product is outside of the manufacturer's warranty period, but the fault is found to be a manufacturing fault this will be remedied in accordance with the CGA; or
If the product is outside of the manufacturer's warranty period, and the fault found on assessment is not a manufacturing fault, the cost of assessment and repair will be payable by the customer.
For further information and guidance, please refer to The Ministry of Business Innovation and Employment, Consumer Protection website: www.consumerprotection.govt.nz/consumer-guarantees-act
In order to seek a remedy under the Consumer Guarantees Act Merch4U may need to collect and share your personal information for the purposes of conducting a repair service with a third party repair provider or supplier. Personal information may include:
Your contact information, such as name, telephone number, e-mail and residential address; and
Device security password(s).
In some instances, we may require you to authorise 1-day to access your devices security passwords, and share these with a supplier or (authorised) repairer in order to facilitate a repair on your device. In this instance, we are acting on your behalf and you are duly authorising us to hold this information on your behalf.
When Returning Goods
If you think that you have a valid reason to return under the policies described above please contact us before sending your order back to us as the processes we use are different depending upon your situation. If you don't contact us first it could delay your request or result in your claim being rejected. In all cases proof of purchase will be necessary to process your request.
You can contact us by:
Fair Trading Act 1986
The Fair Trading Act is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act