If you're not 100% completely satisfied with your purchase, we will happily accept your return and provide you with a store credit or a full refund to the value of the product's purchase price. You can return the product to any of our stores nationwide or send it back to our fulfillment centre. With our 30-day right of return policy there are no special catches, it's extremely simple! All we ask is that you return the item back to us unused and in the original packaging, making sure that the product is in the same condition as you received it in, with all tags still intact. Bike Returns – bike returns can only be made in-store. Any bike refunds valued at over $1000 will require you to have your proof of purchase and some form of photo identification. Photo identification must be provided at the time of return and must match the name on your order/proof of purchase. Exceptions to our returns policy are: custom order products including custom order bikes, drink bottles, snorkel sets, nose plugs, bladders, bite valves, watches, underwear, socks, ear plugs, compression clothing, padded bike shorts, swimwear and clothing with built in underwear which we cannot accept back due to hygiene reasons. Torpedo7 Gift Cards are not redeemable for cash or refundable.
When exchanging an item, please note that the item must be of equal or lesser value. If choosing a lesser value item, we will refund you the difference in price. Should you wish to exchange to a more expensive item, you will need to pay the difference in price.
If you want to exchange something on your order, except if your product is a 'custom order product', for something else then simply return what you don’t want and place a new order for what you require on our website. Alternatively, you can exchange some products in store as per below.
Here's what you need to do:
In-Store Returns
Take the product into any of our stores with proof of purchase (or if you are a Torpedo7 Club member we can easily find your receipt for you) for an exchange or refund. If the product was purchased online, cash refunds cannot be done in store. Staff will happily arrange this for you and it will be processed within 2-3 business days. Please note that if exchanging a product, the store may not have the item you want in stock, but if it is available online they can help you place an order while in store.
Note: For any bike refunds over $1,000 photo identification must be provided and the name on the identification must match the purchase name.
Sending it back to us (excluding bikes)
When you receive your order, there will be returns information on the back of your packing slip. You can follow the steps detailed to return the item back to us directly.
For additional information on our return policies, please contact our Customer Care team at 0800 86 77 33, or e-mail us info@t7retail.co.nz