Faulty, damaged or incorrect products
Contact us as soon as reasonably possible if a product is faulty, unsafe, damaged in delivery, materially different from its description or not what was ordered. Include the order number, a clear description and photos where practical.
Depending on the circumstances and applicable law, the remedy may be repair, replacement, refund or another appropriate solution. Nothing in this policy limits rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand law.
Before returning anything
Email info@engineershq.co.nz before sending a product back. We will provide the correct return address and instructions. Products should not be returned directly to an overseas supplier unless Engineers HQ has arranged this in writing.
Change of mind
New Zealand law does not generally require a retailer to accept a return solely because the customer changed their mind. Engineers HQ may agree to a change-of-mind return at its discretion, provided the product is unused, complete and in resaleable condition.
Special-order, made-to-order, cut-to-length, custom-configured and clearance products are normally not accepted for change-of-mind returns. This does not affect rights relating to a faulty, unsafe, incorrectly supplied or misdescribed product.
Return freight and refunds
Where Engineers HQ is responsible for the problem, we will arrange or reimburse reasonable return freight as required. Approved refunds are made to the original payment method where practical and may take additional time to appear after processing.
Last updated: 23 July 2026