Refund policy
We have a 14-day return policy — you have 14 days after receiving your item to request a return. This policy applies alongside your rights under the New Zealand Consumer Guarantees Act 1993.
How to start a return
Email us at info@powerbells.co.nz with your order number and reason for return, and wait for our confirmation before sending anything back. Returns must be sent to our Auckland warehouse; we will provide the address once your return is approved. Items sent back without an approved return request cannot be accepted.
Return conditions
To be eligible, your item must be in the same condition you received it — unused, undamaged, with no signs of wear or assembly — and returned in its original packaging with all accessories, manuals, and components included. You will also need your receipt or proof of purchase.
Change-of-mind returns — return shipping is paid by the customer
If you are returning an item because you have changed your mind (i.e. the product is not faulty):
- You are responsible for arranging and paying the return shipping cost. We do not provide return labels for change-of-mind returns.
- If your order was shipped with free delivery, our original outbound shipping cost will be deducted from your refund. Free shipping is a subsidised cost, not a waived one (for example, South Island freight is $90–$210).
- A restocking fee of 10% of the product price applies to cover handling and re-inspection.
- The item remains your responsibility until it reaches us — we recommend a tracked, insured courier.
Faulty, damaged, or incorrect items
Please inspect your order on delivery and contact us at info@powerbells.co.nz within 48 hours if the item is defective, damaged, or incorrect. These returns are covered under the Consumer Guarantees Act: we cover return or replacement shipping and will repair, replace, or refund as appropriate. The change-of-mind charges above do not apply.
Non-returnable items
Custom-built and made-to-order equipment — including bespoke Power Cages, custom functional trainers, and any item built to your chosen configuration, colour, or specification — cannot be returned or refunded for change of mind, as these are produced specifically for you. Gift cards are also non-returnable. Your Consumer Guarantees Act rights for faulty goods are unaffected.
Exchanges
The fastest way to 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.
Refunds
We will notify you once we have received and inspected your return and let you know whether it is approved. If approved, you will be refunded to your original payment method within 14 business days, less any applicable outbound shipping and the 10% restocking fee. It can take additional time for your bank or card provider to post the refund. If more than 14 business days have passed since your return was approved and you have not received your refund, contact us at info@powerbells.co.nz.