It is very important to us that you receive the right gear. As there are literally thousands of different combinations of roof racks and load carrying systems available, we are always keen to communicate directly with you before you purchase. We strongly encourage you to either visit us in store or contact us by email or phone before you purchase. That way, we can ensure you’re getting exactly what you need and all the components are correct, first time.
If you aren’t sure about your vehicle type, or have questions about a certain product or load carrier, we ask that youcommunicate with us before buying. Our professional team will be able to talk you through all your options and will ensure you’re getting gear that suits you.
We do understand that honest mistakes can happen, so if you accidentally order the wrong gear, we simply ask that you return it to us in brand new condition and we will replace it for the correct gear. In these circumstances, if the products or the packaging are not in ‘new’ condition, a fair restocking fee will apply. Any freight charges in these circumstances will be at the customers cost. If you need to exchange the product that you have purchased, we need to know within 30 days of your purchase.
We cannot refund if you simply ‘change your mind’ on a purchase.
If there is any dispute, we will always work to handle the situation fairly. Of course, we will always meet our obligations under the Consumer Guarantees Act.
All the products we sell are from reputable suppliers and everything is backed by Manufacturer Warranties. These Warranties do not cover the following:
- Improper use
- Overloading (of either the vehicle or the products maximum dynamic load rating)
- Product failure due to improper installation done by a third party outside of Roof Racks NZ
- Any products that have been ‘modified’ in any way or ‘damaged and attempted to be repaired’.
If there is an issue with a product that you feel should be covered under manufacturer warranty, we will need the product to be returned to us. In some cases, the supplier may require the product to be returned to them to determine whether it will be covered by their warranty. Each product has different length warranties, please ask if you require more information.
No warranty claim can be processed without a proof of purchase from Roof Racks NZ.