28 Sanday Street, Palmerston 9430, Otago, New Zealand

zephyry@caravanconnectionnz.com

+64 3 465 1973

Refund and Returns Policy

Effective Date: August 26, 2026

At CARAVAN CONNECTION NZ LIMITED, operating through our e-commerce website www.caravanconnectionnz.com, we strive to provide high-quality automotive tools, interior accessories, and car care products to our customers. We stand behind the quality of our inventory and understand that occasionally a product may not meet your expectations or may need to be returned.

Please read this Refund and Returns Policy carefully before placing an order. By purchasing from our Site, you agree to the terms, conditions, and strict protocols outlined below.

1. Strict “No Refund-Only” Policy (Physical Return Mandatory)

We strictly enforce a absolute “No Refund-Only” policy. Under no circumstances will CARAVAN CONNECTION NZ LIMITED issue a monetary refund, store credit, or product replacement while the item remains in your possession.

To prevent fraudulent claims and ensure fair business practices, the physical item must be successfully returned, received, and fully inspected by our warehouse team before any financial resolution is granted.

  • We do not issue refunds based solely on digital photos, video proofs, or email descriptions of an alleged issue.
  • If you refuse to physically mail or courier the item back to our designated return address, your claim for a refund, exchange, or credit will be automatically denied.

2. Return Eligibility and Timeline

We provide a 30-day return window for eligible items. This 30-day period begins on the exact calendar day the shipping carrier marks your tracking number as “Delivered.”

To qualify for a valid return and subsequent processing, your product must meet the following criteria:

  • The item must be completely unused, uninstalled, and in the exact same condition that you received it.
  • The item must be stored in its original manufacturer packaging, including all retail boxes, inner plastic wrapping, custom trays, and outer protective sleeves.
  • All original accessories, components, power cords, instruction manuals, registration cards, and mounting hardware must be present inside the package.
  • You must provide a valid proof of purchase, such as your original order confirmation email or invoice receipt.

Non-Returnable Items

The following types of products cannot be returned, exchanged, or refunded under any circumstances:

  • Consumable Car Care Products: Open liquid car waxes, cleaning detergents, or solid balm car air fresheners.
  • Disposable Items: Opened packages of disposable car trash bags or car garbage liners.
  • Modified Tools: Any automotive tools, hooks, or hardware that have been altered, scratched, used in a garage, or modified after delivery.
  • Clearance Items: Products explicitly marked as “Final Sale,” “Clearance,” or “Non-Returnable” at the time of checkout.

3. Step-by-Step Return Procedure

To initiate a return, you must follow our mandatory standard operating procedure. Do not send items back to our location without securing prior authorization, as unauthorized shipments will be rejected at our receiving dock.

  1. Submit a Request: Contact our customer service team via email at zephyry@caravanconnectionnz.com or via phone at +64 3 465 1973. Provide your full name, order number, and a brief description of why you want to return the product.
  2. Receive Return Authorization: Once our support team verifies your request falls within the 30-day window, we will issue you a Return Merchandise Authorization (RMA) number along with explicit packaging instructions.
  3. Secure Package Your Order: Place the product securely into its original packaging, and place that inside a sturdy outer shipping box. Clearly write your assigned RMA number on the outside of the shipping box.
  4. Dispatch the Shipment: Ship the physical package directly to our official corporate return center at the address listed below:CARAVAN CONNECTION NZ LIMITED
    28 Sanday Street, Palmerston 9430, Otago, New Zealand

4. Return Shipping Fee Responsibilities

  • Customer Discretion Returns: If you are returning an item due to a change of mind, buyer’s remorse, purchasing the incorrect size/model, or personal aesthetic preferences, you are entirely responsible for paying all return shipping costs, duties, and local taxes. Original shipping fees paid at checkout are strictly non-refundable.
  • Defective or Incorrect Item Delivery: If we accidentally shipped you the wrong item, or if the tool is verified as defective upon arrival, we will cover the return shipping costs. However, our strict rule remains active: you must still physically return the defective item to us first before a replacement or refund can be released.

We strongly advise utilizing a trackable, registered shipping service (such as NZ Post, DHL, FedEx, or UPS) and purchasing shipping insurance for the full retail value of the items. We cannot guarantee that we will receive your returned item, and we are not liable for packages lost, stolen, or damaged during transit back to our facility.

5. Warehouse Inspection and Refund Timeline

Once your returned package arrives at our physical facility in Otago, it will undergo a formal evaluation by our quality assurance team within 3 to 5 business days.

  • Approval: If the inspection confirms the product is completely unused, complete with all accessories, and in its original retail packaging, your return will be officially approved. A refund will be initiated automatically to your original method of payment (e.g., credit card, PayPal, or bank transfer).
  • Processing Times: Please note that banking institutions and credit card companies can take anywhere from 5 to 10 additional business days to post the funds back into your account.
  • Rejection: If the inspection reveals the item has been heavily used, lacks original packaging, has missing parts, or exhibits damage caused by customer negligence, the return will be rejected. No refund will be issued, and you must pay for shipping if you wish to have the item mailed back to you.

6. Damaged or Defective Items Upon Delivery

We take great pride in our rigorous quality control processes. If you receive an item that was broken, damaged, or crushed during courier transit, you must notify our customer service desk at zephyry@caravanconnectionnz.com within 48 hours of delivery.

Please provide photographic or video evidence of the damage. Upon physical return of the item via our prepaid label, we will process a replacement or refund.

7. Order Cancellations and Amendments

Orders ship quickly, so cancellation requests must be made immediately before dispatch. Once in transit, you must receive the package and follow the standard return process.

8. Contact and Customer Support

For support or return requests, contact CARAVAN CONNECTION NZ LIMITED at www.caravanconnectionnz.com, 28 Sanday Street, Palmerston 9430, Otago, New Zealand, via email at zephyry@caravanconnectionnz.com, or by phone at +64 3 465 1973.