Returns & Refunds
Last updated: 12 August 2026
Our Returns Policy
Please choose carefully before placing your order. We do not accept returns or offer refunds for change of mind, buyer's remorse, incorrect selection, or if the product is no longer wanted.
Faulty, Damaged or Incorrect Products
If your item arrives damaged, is faulty, or is not the product you ordered, please contact us within 7 days of receiving your order. Please include your order number, a description of the issue, and photographs of the product and any damage. We will assess the issue and, where appropriate, provide a repair, replacement, or refund in accordance with the Consumer Guarantees Act 1993.
Returns Process
Do not return any products without contacting us first. If a return is approved, we will provide instructions on how and where to return the item.
Refunds
Where a refund is approved, it will be processed to the original payment method once the returned product has been received and inspected, or as otherwise required under New Zealand consumer law.
Consumer Guarantees
Nothing in this policy excludes, restricts, or modifies your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand consumer protection laws. If a product fails to meet the guarantees provided under the Consumer Guarantees Act, you are entitled to the remedies available under that Act.
Custom and Made-to-Order Products
Custom covers, custom colours and made-to-order sizes are manufactured specifically for you and are not returnable for change of mind. Your rights under the Consumer Guarantees Act for faulty goods are unaffected.
Contact Us
Pacific Heat Pump Covers, 55 Dunlop Road, Onekawa, Napier. Email enquiries@pacificoutdoorsolutions.co.nz or phone 06 842 0512.