Refund policy
Last updated: 30 June 2026
Returns Made Simple
We want you to feel confident shopping with Cartco. If something isn’t quite right, we offer a 14-day return window so you can shop with peace of mind.
This policy applies to purchases made through www.cartco.co.nz
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993.
14-Day Change of Mind Returns
If you change your mind about a purchase, you may request a return within 14 days of receiving your order.
To be eligible for a return:
• the item must be unused
• the item must be in its original condition
• the item must be returned with original packaging
• all accessories and components must be included
Returns requested after 14 days may not be accepted.
Return Shipping
For change-of-mind returns, return shipping costs are the responsibility of the customer.
Cartco will cover return shipping costs where:
• an item arrives faulty
• the wrong item was sent
For your peace of mind, we recommend returning items using a tracked courier service, as we cannot be responsible for items lost in transit.
All returns must be posted to our warehouse at:
2/23 Druces Road, Wiri, Auckland 2104
Faulty or Incorrect Items
If your order arrives faulty, damaged, or incorrect, please contact us as soon as possible.
Under the Consumer Guarantees Act 1993 you may be entitled to:
• a repair
• a replacement
• or a refund
Where a product is confirmed to be faulty or incorrect, Cartco will cover reasonable return shipping costs.
Items Not Eligible for Change-of-Mind Returns
Some items may not be eligible for return, including:
• items that have been used
• items not returned in original packaging
• items damaged after delivery
• clearance or final sale items where specified
How to Request a Return
To start a return, please contact us at:
Please include:
• your order number
• the reason for the return
• photos if the item is faulty or damaged
Our team will review your request and provide return instructions if your return is approved.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved, refunds will be issued to the original payment method. Please allow 5–10 business days for the refund to appear depending on your payment provider.
Original shipping charges are non-refundable unless the item was faulty or incorrect.
Where an order is cancelled due to customer error, a customer's failure to comply with our checkout or shipping requirements, or at the customer's request, any refund may be reduced by any non-refundable payment processing fees incurred by Cartco.
Exchanges
We do not currently offer direct exchanges. If you would like a different item, please return the original item and place a new order.
Contact
If you have any questions about returns or refunds, please contact:
email: sales@cartco.co.nz