Refund Policy

At Outlander 4×4, we want you to shop with confidence. We stand behind the products we sell and aim to make returns, exchanges and warranty enquiries straightforward.

This policy explains our approach to change-of-mind returns, faulty products, exchanges, refunds and fitting services.

30-Day Change-of-Mind Returns

If you change your mind about a purchase, you may request a return within 30 days of receiving your order, provided the following conditions are met:

The product is unused and has not been installed.
The product is in its original condition.
All original accessories, components and packaging are included.
Proof of purchase is provided.
The return is approved by our team before the product is sent back.

Approved returns may be eligible for a refund or exchange.

Customers are responsible for return shipping costs for change-of-mind returns.

For oversized or crated items, a reasonable restocking fee may apply where this has been disclosed and agreed as part of the return arrangements.

Products That Cannot Be Returned for Change of Mind

Change-of-mind returns are not generally available for:

Products that have been fitted, drilled, modified or installed.
Products damaged after delivery through incorrect handling or use.
Custom-made or specially ordered products where the applicable terms exclude change-of-mind returns.
Products missing essential parts or components.

These exclusions apply only to voluntary change-of-mind returns and do not affect your rights under New Zealand consumer law.

Faulty, Damaged or Incorrect Products

If a product is faulty, damaged, incorrectly supplied or does not match its description, please contact our team.

Under the Consumer Guarantees Act 1993, consumers have rights to remedies where products do not meet applicable consumer guarantees.

Depending on the nature of the issue, the appropriate remedy may include:

Product repair.
Product replacement.
A refund.
Compensation for reasonably foreseeable loss where required by law.

The remedy available will depend on the circumstances and seriousness of the failure.

Where the law requires us to cover reasonable costs associated with a remedy, including applicable freight costs, we will do so.

Fitted or Modified Products

Products that have been professionally installed or modified are generally not eligible for voluntary change-of-mind returns.

However, installation or modification does not automatically remove your statutory rights.

If an installed product develops a fault or fails to meet applicable consumer guarantees, please contact us so we can assess the issue and arrange an appropriate remedy.

Manufacturer Warranties

Products sold by Outlander 4×4 may be covered by applicable manufacturer warranties.

Warranty conditions, coverage periods and exclusions may vary between products and manufacturers.

Warranty claims may require proof of purchase, photographs and information about how the product was installed or used.

Damage caused by misuse, accidents, improper modification or other circumstances outside the warranty conditions may not be covered by the manufacturer’s voluntary warranty.

Manufacturer warranties operate in addition to, and do not replace, your rights under the Consumer Guarantees Act 1993.

How to Request a Return or Refund

To request a return, exchange or refund:

Email sales@outlander4x4.co.nz.
Include your order number and contact details.
Provide the product name and reason for your request.
Attach photographs where relevant, particularly for damaged or faulty items.
Wait for return instructions from our team.

Please do not send products back without contacting us first.

For large or heavy accessories, we may need to arrange suitable freight or collection options.

This process is intended to help us resolve your enquiry efficiently and does not limit your statutory rights.

Return Shipping Costs

For approved change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed.

For faulty, incorrectly supplied or misdescribed products, reasonable return costs will be handled in accordance with applicable consumer law.

Refund Processing

Once a refund has been approved, we will arrange payment through the original payment method where possible.

We aim to process approved refunds within five business days, although payment providers and banks may require additional processing time.

Refunds will be provided within any timeframe required by applicable law.

Interest-Free and Instalment Payments

If your order was paid for using a third-party payment or finance provider, refunds will be processed in accordance with the provider’s applicable procedures and your legal rights.

Any adjustment to outstanding instalments or finance obligations will depend on the provider’s arrangements.

Please contact us if you require assistance with a refund involving a payment plan.

Workshop Fitting Cancellations

If you need to cancel or reschedule a professional fitting appointment, please contact us as early as possible.

For voluntary cancellations made more than 48 hours before the scheduled appointment, any fitting amount paid will generally be refunded, unless separate agreed terms apply to special-order products or work already undertaken.

For cancellations within 48 hours, reasonable cancellation charges may apply where these were disclosed and agreed before booking.

If we are unable to provide an agreed installation service, or the service fails to meet applicable consumer guarantees, your legal rights to a remedy remain unaffected.

Consumer Guarantees Act 1993

Our products and applicable installation services are supplied subject to New Zealand consumer law.

Nothing in this Refund Policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable legislation.