Refund Policy

1. Introduction

This Refund Policy explains the circumstances in which ACPONLINE Limited (“ACPONLINE”, “we”, “our”, or “us”) may provide refunds, credits, replacements, or cancellations for goods and services supplied to customers.

We are committed to dealing fairly and reasonably with all customers and complying with applicable New Zealand consumer laws.

ACPONLINE Limited
Patel & Associates
Botany, Auckland, New Zealand

2. Consumer Rights

Nothing in this Refund Policy limits or excludes any rights you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand law.

Where our goods or services are supplied to consumers for personal, domestic, or household use, statutory guarantees may apply.

3. Eligibility for Refunds

Refunds may be provided where:

  • goods supplied are faulty, damaged, or defective;
  • services have not been provided with reasonable care and skill;
  • goods or services are materially different from their description;
  • an order cannot be fulfilled by ACPONLINE; or
  • ACPONLINE otherwise agrees that a refund is appropriate.

Refund requests must be made within a reasonable time after the issue is identified.

4. Non-Refundable Items and Services

Unless required by law, refunds will generally not be provided for:

  • change of mind;
  • incorrect selection by the customer;
  • delays caused by third-party providers outside our reasonable control;
  • services already completed or substantially performed;
  • digital services or software already accessed or downloaded;
  • customised, special-order, or personalised goods or services;
  • accounts suspended due to non-payment or breach of terms;
  • credit card surcharge fees;
  • courier, freight, and delivery charges; or
  • batteries and battery-related products once supplied.

Batteries and battery-related products are non-returnable and non-refundable for safety and handling reasons, except where required under applicable New Zealand law, including where goods are faulty, defective, or incorrectly supplied.

5. Restocking Fees

ACPONLINE reserves the right to charge a reasonable restocking fee for returned goods where:

  • goods are returned for change-of-mind reasons;
  • special handling or repackaging is required;
  • goods are not returned in their original condition or packaging; or
  • the return results in costs being incurred by ACPONLINE from suppliers or distributors.

Any restocking fee charged will reflect the reasonable costs incurred by ACPONLINE and will comply with applicable New Zealand law.

No restocking fee will apply where goods are faulty, defective, or incorrectly supplied, or where such fees are prohibited by law.

6. Cancellation of Services

Customers wishing to cancel ongoing services or subscriptions must provide notice in writing.

Cancellation requests will take effect from the end of the current billing period unless otherwise agreed.

Charges incurred prior to cancellation remain payable.

ACPONLINE reserves the right to cancel or suspend services where accounts are overdue or where our terms have been breached.

7. Refund Process

To request a refund, customers should contact ACPONLINE with:

  • their full name or business name;
  • invoice or account number;
  • details of the goods or services involved; and
  • the reason for the refund request.

ACPONLINE may request additional information or evidence to assess the request.

Refund requests will be reviewed within a reasonable timeframe.

8. Method of Refund

Approved refunds will generally be made using the original payment method unless otherwise agreed.

ACPONLINE may, at its discretion, provide:

  • a repair;
  • replacement goods or services;
  • account credit; or
  • a partial or full refund,

depending on the nature of the issue and applicable legal obligations.

Where a refund is approved, only the value of the eligible goods or services will ordinarily be refunded. Credit card surcharge fees, courier charges, freight costs, and delivery fees are non-refundable once payment has been processed or delivery services have been arranged or completed, unless otherwise required by law.

9. Return of Goods

Where goods must be returned before a refund is processed:

  • items should be returned in reasonable condition where possible;
  • proof of purchase may be required; and
  • customers may be responsible for return shipping costs unless the goods are faulty or supplied in error.

ACPONLINE may refuse returned goods that have been intentionally damaged, misused, altered after delivery, or returned without prior approval where approval is required.

10. Business-to-Business Transactions

Where goods or services are supplied for business purposes, the Consumer Guarantees Act 1993 may not apply to the extent permitted by law.

Any business customer agreements or negotiated terms will prevail over this Refund Policy where inconsistent.

11. Changes to This Refund Policy

ACPONLINE reserves the right to update or amend this Refund Policy at any time.

Any changes will take effect from the date they are published on our website or otherwise notified to customers.

12. Contact Us

For refund, return, or cancellation enquiries, please contact us here

OUR ASSET