Refunds and returns

Last updated 2026-09-06.

If something is wrong with your order

If a product arrives faulty, damaged, incomplete or not as described, we put it right at our cost: a repair, a replacement or a refund, and we pay return shipping. The change-of-mind charges below do not apply to it. Nothing on this page limits or excludes the guarantees the Consumer Guarantees Act 1993 gives you.

Separately, we state a delivery time of 5 to 7 days after a 24 to 48 hour handling time. If we cannot meet it we will tell you and offer you a cancellation and a prompt refund, and under the Consumer Guarantees Act 1993 you are entitled to delivery within a reasonable time in any case.

Changing your mind

New Zealand law gives no general change-of-mind period on an ordinary online purchase. The five working day cancellation right in the Fair Trading Act 1986 applies to uninvited direct sales, such as door to door and telemarketing, and not to an order you place yourself on this website. So the window below is our own policy rather than a legal requirement, and it sits on top of your rights under the Consumer Guarantees Act 1993 rather than in place of them.

You can return a product within 15 days of purchase for an exchange or a refund, provided it is unused, in its original packaging and you have proof of purchase. A non-refundable $29 per order packing and handling charge applies to a change-of-mind return, and you pay return shipping. Refunds go back to the original payment method within 24 to 48 hours of the item being received and checked.

Cancelling an order

Most orders ship within 24 hours, so contact us within 12 hours if you want to cancel. A 12.5 per cent service and processing fee applies to a cancellation after payment. An order that has not been paid for can be cancelled at no charge.

How to start a return

Email theteam@carlift.co.nz with your order number and what is wrong. We answer seven days a week.