We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at [office@citymotorhomes.co.nz]. Please note that returns will need to be sent to the following address: [8 South End Avenue, Raumanga, Whanagrei, 0110 ]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at [office@citymotorhomes.co.nz].

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, including but not limited to; toilets, plumbing, kitchenware and related products (hygiene reasons), custom products (such as special orders or personalized items) and consumable items (like cleaners/fluids) where the seal has been broken. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

We do not accept returns on any electrical components or gas fittings under any circumstances, due to safety and compliance regulations. Please ensure you have selected the correct item before purchasing.

We cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Change of mind returns (within 14 days of receipt)
If after receiving the product(s) you change your mind about your purchase, or you find that you have made an incorrect choice of product for whatever reason we will (at our discretion) offer either a refund, store credit or exchange for the product(s) provided that:

3.1  You contact us to obtain a Returns Authorisation and provide details of your purchase, the reason for return and details of your order.

3.2  You return the product (s) in its original packaging to us within 14 days of receipt of the product (s) at your expense.

3.3  Upon receipt at our premises the product must be in as new condition and resaleable as such.

3.4  The product (s) have not been installed, assembled or used and is in its original condition.

Upon receipt of the product (s), our technical department will inspect the product (s) to ensure that it meets the above criteria.

Subject to meeting the criteria for return, a re-stocking fee of 10% of the order value may apply to various items. (this covers our administrative costs in handling the change of mind returns process).

Any refund or store credit provided will not include the original delivery cost charged.

If the returned product fails to meet the criteria above for refund, store credit or exchange we will contact you to discuss next steps.

Certain products are not eligible for return to us if you have a change of mind under any circumstances. The following may not be returned under the ‘change of mind’ premise:

• Toilets and related products - hygiene reasons.
• Plumbing components – hygiene reasons.
• Any kitchenware product that has been removed from its original packaging – hygiene reasons.
• Any products that have been specially procured, modified, custom-made or installed (into your recreational vehicle/boat) to meet the requirements of your order.
• Any consumable item (such as cleaners/fluids) where the original packaging or seal has been broken.
• Any product that has been ordered specially, customised or manufactured specifically for you.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at [office@citymotorhomes.co.nz].