Returns & Refunds
# Returns & Refunds Policy At **ACP Online**, we aim to provide quality products and reliable service to customers throughout New Zealand. Please review our Returns & Refunds Policy before making a purchase. This policy applies to products purchased from ACP Online, operated by **Bharthi Traders Ltd, trading as ACP Online**. ## 1. General Returns If something is not right with your order, please contact ACP Online within **14 days of receiving your goods** to request a return. For change-of-mind returns to be considered: - Products must be unused, undamaged and in their original packaging. - All accessories, manuals, cables and supplied components must be included. - Proof of purchase or your ACP Online order number must be provided. - Returns must receive prior approval from ACP Online. - Return shipping costs are the customer's responsibility unless otherwise required by law. Change-of-mind returns are subject to approval and are not automatically guaranteed. ## 2. Software, Licences & Digital Products – Non-Refundable **All software products, software licences, activation keys, digital downloads, subscriptions, renewals and electronically delivered products are non-refundable once sold, supplied, activated or delivered, except where required by law.** Refunds, exchanges or cancellations will not normally be accepted for: - Software purchased in error. - Incorrect software versions or editions. - Software incompatible with the customer's equipment. - Software licence keys already issued or delivered. - Activated or registered software products. - Digital downloads and electronic software delivery. - Software subscriptions and licence renewals. - Change-of-mind purchases. Customers are responsible for confirming software compatibility, system requirements, licence conditions and suitability before purchasing. **Important:** This restriction does not override any rights or remedies available under applicable New Zealand consumer protection laws. ## 3. Special Orders & Non-Returnable Products The following products are generally not eligible for change-of-mind returns: - Special-order and custom-ordered products. - Products specifically sourced for a customer. - Custom-configured or personalised equipment. - Installed or commissioned equipment. - Opened consumables and hygiene-sensitive products. - Batteries and battery-related consumables. - Software, licences and digital products. - Products damaged through misuse or improper handling. These exclusions apply to discretionary returns only and do not affect applicable statutory rights. ## 4. Faulty or Incorrectly Supplied Products If your product arrives faulty, damaged or different from what was ordered, please contact ACP Online as soon as reasonably possible. Depending on the circumstances and applicable law, remedies may include: - Repair of the faulty product. - Replacement with an equivalent product. - Refund where legally required. - Other remedies available under applicable law. Products may need to be inspected or tested to determine the cause of the reported fault. ## 5. Restocking Fees Approved change-of-mind returns may be subject to a restocking or administration fee. Any applicable restocking fee will be communicated before the discretionary return is approved. Restocking fees will not be applied where doing so would conflict with a customer's statutory rights. ## 6. Return Shipping & Inspection Customers must obtain return authorisation from ACP Online before sending products back. - Unauthorised returns may be refused. - Products must be securely packaged for transport. - Customers are responsible for return freight on approved change-of-mind returns. - Returned products may be inspected and tested before a discretionary refund is approved. - Where the law requires ACP Online to meet return costs, those obligations will be honoured. ## 7. Refund Processing Once a discretionary return has been approved and the product has been received and inspected, ACP Online will arrange any applicable refund. Approved refunds are normally processed by bank transfer to the customer's nominated bank account. Original delivery charges, payment processing surcharges and other associated costs are generally non-refundable for change-of-mind returns. This does not limit any entitlement to a refund of these costs under applicable law. ## 8. Business & Commercial Purchases ACP Online supplies products to both residential and commercial customers. Business and commercial purchases may be subject to additional agreed terms, including supplier warranty procedures and commercial return conditions. Where the Consumer Guarantees Act 1993 does not apply to a transaction, the customer's rights will be determined by the applicable contract, warranty terms and other relevant legislation. Any contracting out of the Consumer Guarantees Act must comply with the requirements of New Zealand law. ## 9. Consumer Guarantees Act 1993 Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify rights that cannot lawfully be excluded under the **Consumer Guarantees Act 1993**, Fair Trading Act 1986 or other applicable New Zealand legislation. Where customers are entitled to statutory remedies, ACP Online will meet its legal obligations. ## 10. How to Request a Return To request a return, please contact ACP Online through our website: https://acponline.co.nz/help/contact Please provide: - Your order or invoice number. - The product name and model number. - The reason for requesting a return. - Photographs or a description of any reported fault or damage, where applicable. Our team will review your request and advise the next steps. ## 11. Policy Updates ACP Online may update this policy from time to time. The version applicable to a purchase will be subject to the terms agreed at the time of sale and any applicable legal requirements. **Last Updated: 1 November 2026** **Bharthi Traders Ltd T/A ACP Online** Website: https://acponline.co.nz