1. Our 7-Day Commitment to You
At Vacuum World, we understand that online shopping requires confidence. We offer a 7-Day Return and Refund Policy for all eligible products purchased through Vacuumworld.co.nz. If you are not entirely satisfied with your purchase, you have a window of 7 calendar days from the date you receive your item to initiate a return request. This policy is designed to ensure that our customers in New Zealand receive high-quality cleaning equipment that meets their specific household or commercial needs.
2. Conditions for Change of Mind Returns
We accept returns for “change of mind” within our 7-day period, provided the following strict criteria are met to maintain the hygiene and safety standards of our vacuum products:
- The product must be unopened, unused, and in its original packaging.
- All seals, manuals, and accessories must be intact and undamaged.
- The item must be in a “as-new” resalable condition.
- You must provide a valid receipt or tax invoice as proof of purchase. Please note that for change-of-mind returns, the customer is responsible for the cost of return shipping to our designated New Zealand warehouse. Original shipping charges incurred at the time of purchase are non-refundable.
3. Damaged or Faulty Goods (New Zealand Consumer Law)
If your vacuum cleaner or cleaning accessory arrives damaged or develops a fault, Vacuum World will fulfill its obligations under the New Zealand Consumer Guarantees Act. If an item is defective:
- Minor Faults: We may choose to repair the item, replace it with an identical unit, or provide a full refund.
- Major Faults: You have the right to choose between a replacement or a full refund. Any items damaged during transit must be reported to our customer service team within 48 hours of delivery. We may require photographic evidence of the damage to the product and packaging to process your claim efficiently.
4. Non-Returnable Items and Exclusions
To protect the health and safety of our staff and customers, Vacuum World cannot accept returns for products that have been used to pick up hazardous materials, liquids (unless specified for wet use), or items that show signs of significant wear and tear due to misuse. Additionally, consumable items such as vacuum bags, filters, and cleaning chemicals cannot be returned once the internal packaging has been opened, unless the product is found to be defective.
5. The Refund Process and Timeframes
Once your return is received at our facility, our technicians will conduct a thorough assessment to ensure the item meets our return conditions. This technical evaluation typically takes between 3 to 5 business days. Once approved, your refund will be processed back to the original payment method used during checkout. Please allow up to 7 business days for the funds to appear in your account, depending on your bank or credit card provider’s processing times.
6. Technical Assessment and Repairs
For technical products like robot vacuums or commercial extractors, an assessment by a qualified Vacuum World technician may be required before a refund or replacement is authorized. This is to determine if the issue is a manufacturing defect or a result of accidental damage or blockage. If a product is returned as faulty but is found to be in perfect working order (e.g., a simple filter blockage), a service fee and redelivery charge may apply.
7. How to Initiate a Return
To start the return process, please contact our support team through the official contact channels on Vacuumworld.co.nz. Do not send items back to our warehouse without prior authorization, as this may result in significant delays or the loss of your item. We recommend using a tracked courier service for all returns to ensure the safe arrival of the goods back to our team.
