Refund policy

TheBros Limited (trading as TheBros) | NZBN 9429053602411 | Version: 17 August 2026

In this policy, a business day means any day other than a Saturday, Sunday, or a public holiday

observed at the place of delivery (including the relevant regional anniversary day). The same meaning

applies in our Terms of Service and our Shipping Policy.

Your rights under the Consumer Guarantees Act 1993 (CGA) apply to all purchases made by

individuals for personal or household use. These rights cannot be excluded or limited. If a product fails

to meet a consumer guarantee, for example, it is not of acceptable quality or does not match its

description, you are entitled to a remedy of repair, replacement, or refund depending on the nature

and severity of the failure. Where a failure is substantial, you may choose to reject the goods and

obtain a refund or a replacement. Your rights under the CGA are in addition to this policy, and nothing

in this policy limits them.

Business purchases. If you are in trade, you are acquiring goods in trade and for the purposes of your

business and we have accepted a signed trade account acknowledgement from you under section 4 of

our Terms of Service, the Consumer Guarantees Act 1993 does not apply to that supply and goods are

accepted on a sold-as-described basis. In the absence of an acknowledgement that we have accepted,

we treat your purchase as being for personal, domestic or household use and the Act applies in full.

Nothing in this policy limits or excludes any guarantee, right or remedy that cannot lawfully be

excluded or limited.

How long your rights last. The Consumer Guarantees Act does not set a fixed time limit. The

guarantee of acceptable quality includes durability, so a part must last for as long as a reasonable

consumer would expect given its price, its description, and the use it is put to. That period is longer for

some parts than others. Your right to reject goods and obtain a refund is available for a reasonable

time after purchase, and what is reasonable depends on the type of part and how a fault of that kind

would normally come to light. We do not apply a blanket cut-off, and no manufacturer or supplier

warranty period limits these rights.

New Old Stock (NOS): some of our stock is New Old Stock i.e. brand new, never installed parts

sourced from NZ trade and distributor warehouse clearances. Packaging may show signs of storage

age; this is normal for warehouse clearance stock and is not a fault. Where this applies to a product,

the listing for that product says so and describes the condition of the packaging. This disclosure is

made before you buy so that you know what you are purchasing; it does not affect the guarantee of

acceptable quality in respect of the part itself.

Manufacturer's and supplier's warranties. Some parts we sell carry a warranty from the manufacturer

or the distributor. Where they do, the listing says so and sets out the terms. Any such warranty is in

addition to your rights under the Consumer Guarantees Act 1993, it does not replace them, and the

expiry of a warranty period does not end your rights under the Act. You may claim against us under the Act whether or not you also claim under a warranty, and you do not have to approach the

manufacturer first. We do not sell extended warranties.

What we accept returns for:

• Faulty or defective goods: Please contact us as soon as you become aware of the problem.

We ask that you contact us within 7 days of receiving your order where you can, because it

helps us investigate with our supplier while the evidence is available.

• Wrong item sent: Contact us immediately and we will arrange a replacement or refund at no

cost to you.

• Damaged in transit: Please contact us promptly, with photos where you can, so that we can

lodge a claim with NZ Post.

• Safety recalls: If a part we have supplied becomes the subject of a manufacturer or regulator

recall, we will contact affected customers using the details held against the order and tell you

what to do. Recalled parts may be returned to us for a refund or a replacement regardless of

when you bought them and regardless of anything else in this policy. If you believe a part we

have supplied is unsafe, stop using it and contact us immediately.

What we do not accept returns for:

• Change of mind.

• Incorrect fitment ordered: Confirming that a part fits your specific vehicle is your

responsibility before ordering. We do not accept returns for parts ordered for the wrong

make, model, year, variant, or engine. This applies where the fitment information in our listing

was accurate.

• Clearance lots sold as described that is, in respect of the specific characteristics we disclosed

on the listing before you bought, such as packaging age or a marked or superseded box. This

exclusion does not extend to the goods generally, and it does not apply where the goods

were misdescribed or are not of acceptable quality.

• Parts we order in for you: Some parts are not held in stock and are ordered from a supplier

against your order. We will tell you before you commit if that applies to your part. Once

ordered, these parts cannot be cancelled or returned because they are no longer wanted and

any deposit is applied to the order. This does not affect your rights if the part is faulty, is not

as described, or is not the part you ordered.

• Orders we cannot fulfil, and pricing or listing errors: Occasionally a part shows as available

when it is not, or a listing carries an incorrect price or specification. Where that happens we

will contact you and you may either accept the corrected price or cancel the order. If we

cannot supply, or you cancel in those circumstances, we refund the full amount you have

paid for the affected part, including any delivery charge attributable to it, to your original payment method. We do not substitute a different part for the one you ordered without your

agreement.

How to request a return: contact us at support@thebros.co.nz with your order number, a description

of the issue, and photos where relevant. Do not return goods without contacting us first. We will

respond within five business days. If a return is required, we will tell you how to send the goods back

and, where the CGA applies, we will meet the cost of return.

Sending goods back. Where the Consumer Guarantees Act applies we meet the cost of return, we will

either send you a prepaid label or reimburse the reasonable cost of the method we agree with you.

Please pack the part so that it is protected in transit and use a tracked service. Where we have

arranged and paid for the return, the risk of loss or damage in transit is ours. We do not charge a

restocking or administration fee on any return we accept.

Returns where no fault is found. If you return a part as faulty and our assessment, or the supplier's,

finds no fault, we will tell you what we found and return the part to you at our cost. We do not charge

an assessment, testing or restocking fee in that situation. If you disagree with the assessment you may

ask us to reconsider, and you may take the matter to the Disputes Tribunal.

Refunds: where a refund is approved, it will be issued to your original payment method within 5–7

business days of the return being received and assessed. Where we have agreed that a product is

faulty and a repair or replacement is not possible within a reasonable time, we will not require you to

accept a credit note instead of a refund.

Refunds where you paid by finance, buy-now-pay-later, or gift card. Refunds are made to the payment

method used for the order. Where you paid through a finance or buy-now-pay-later provider, we

refund the provider and it is the provider that adjusts your arrangement with them; you may need to

contact them about instalments already taken. Amounts paid by gift card or store credit are refunded

as store credit. If the original card has expired or been closed, contact us and we will arrange an

alternative.

Fitting, removal and related costs. If a part we supply fails to meet a consumer guarantee, the

Consumer Guarantees Act 1993 also entitles you to recover other loss or damage that was reasonably

foreseeable because of the failure. For vehicle parts that can include the reasonable cost of removing

the failed part and fitting the replacement and towing or recovery where the failure has left the vehicle

unusable. Please contact us before incurring those costs so that we can agree the approach with you.

We do not require you to use a particular workshop, but we may ask for a quote beforehand and for

the failed part to be returned to us.

Complaints. If you are not satisfied with how we have dealt with a return, please contact us and we

will work with you to resolve it. You may also take a complaint to the Disputes Tribunal or to the

Commerce Commission.

How this policy fits with our Terms of Service. This policy forms part of our Terms of Service. Where

this policy and the Terms of Service deal with the same subject and are inconsistent, this policy applies to returns, remedies, and refunds. Nothing in either document limits your rights under the Consumer

Guarantees Act 1993 or the Fair Trading Act 1986.

Changes to this policy. We may update this policy from time to time. The version that applies to your

purchase is the version published on our website when you placed your order, and we will provide a

previous version on request. A change to this policy cannot reduce your rights in respect of an order

already placed.

TheBros Limited (trading as TheBros), 25 Esk Street, Roslyn, Palmerston North 4414, New Zealand

Email: support@thebros.co.nz | Telephone: +64 27 979 7988 | NZBN: 9429053602411

Last updated: 17 August 2026