ONLINE, PHONE AND EMAIL ORDERS

We are not required to provide a refund or replacement if you change your mind.  However, you can choose a refund or exchange if the item:

  • Has a problem that would have stopped you from buying the item if you had known about it
  • Is unsafe
  • Is significantly different from the sample or description
  • Doesn’t do what we said it would, or what you asked for, and can’t be easily fixed

At Barnes, we will provide a refund if you change your mind provided that you advise us within 7 days and return the goods within 30 days and provide the original purchase receipt.  The refund will only be processed once the goods are received at our retail store, located at B92-94 Railside Ave, Henderson, 0612 Auckland. This includes all online, phone and emailed orders.

Please contact our retail store on 09 973 1816 or by email at [email protected] within 7 days of the date of receipt to advise if you wish to return goods for a refund, exchange, or credit.  The goods must be received at B92-94 Railside Ave, Henderson, 0612 within 30 days.

Refund, exchanges, and credits are subject to the following criteria:

  • All goods returned must be in new, unopened condition with all seals intact.
  • Used, damaged or soiled returns will not be accepted and will be returned at the customer’s expense unless you have advised Barnes Head Office of a problem with the product and the return is agreed upon.
  • Customers are responsible for freight costs associated with returning goods for refund, credit or exchange (errors excluded).
  • Barnes Products accepts no responsibility for loss or damage caused during return transit.

Note: Please order items carefully or ask for our advice prior to making a purchase. Barnes will not offer refunds or credit based on the unsuitability of any products purchased outside of the above terms.

INSTORE ORDERS

We are not required to provide a refund or replacement if you change your mind.  However, you can choose a refund or exchange if the item:

  • Has a problem that would have stopped you from buying the item if you had known about it
  • Is unsafe
  • Is significantly different from the sample or description
  • Doesn’t do what we said it would, or what you asked for, and can’t be easily fixed

At Barnes we will provide a refund or exchange if you change your mind provided that you return the goods to a Barnes store within 7 days of purchase and provide the original purchase receipt.

Refund, exchanges and are subject to the following criteria:

  • All goods returned must be in new, unopened condition with all seals intact.
  • Proof of purchase must be shown to receive an exchange or refund
  • Used, damaged or soiled returns will not be accepted

Note: Please order items carefully or ask for our advice prior to making a purchase. Barnes will not offer refunds or credit based on incorrect choice or for the unsuitability of any products purchased outside of the above terms.

ORDER CANCELLATIONS & REFUNDS

If you wish to cancel your order, please Contact Us as early as possible. You can contact our retail store on 09 973 1816 or by email at [email protected]. If an order is yet to be invoiced, then it can generally be stopped prior to leaving the store. However, if the status of the item has been invoiced, packed or shipped this becomes more difficult to stop. We will advise you of the status of your order during our correspondence. Please note that you will incur the return costs if your order does fall in one of the above statuses and cannot be stopped.

Please call our online sales team on 09 973 1816 if you wish to make a cancellation request. If making a cancellation request via email you must allow 48 hours (excluding non-working days i.e., weekends and public holidays) for the email to be processed and the order cancelled.

Goods already shipped before a cancellation request is processed (within 48 hours for email or before telephone advice) can be recalled/returned, however delivery/courier charges cannot be refunded.

All orders placed online should be returned to our retail store, located at B92-94 Railside Ave, Henderson, 0612 Auckland.

ADDITIONAL INFORMATION

DAMAGED & IMPROPERLY PACKAGED GOODS

Goods arriving damaged will not be accepted. Any inadequately packaged goods may incur a $25.00 re-packing fee charged prior to us issuing a refund.

C.O.D RETURNS

Please do not return goods to us C.O.D under any circumstances. Goods returned to us this way cannot and will not be accepted.

FREIGHT CHARGES FOR RETURNS

All goods returned to us will be at your expense regardless of the fault or reason for their return. The only exception offered is where we have sent you an incorrect item. In these rare circumstances we can offer you a credit or refund to cover the costs associated with having to return the item(s). This credit/refund will not exceed our standard shipping fee for the item(s) needing to be returned and can only be paid once the item(s) has been received by our staff. Any additional packaging, express postage costs etc will not be covered by Barnes.

WHAT TO RETURN

Please return the complete product including any manuals, boxes or other accessories that may have been included with the product. If you are unsure of exactly what to return, please contact us for assistance.

FAULTY ITEMS

Most products returned for warranty will either be replaced by the manufacturer or Barnes at our discretion. Under normal circumstance these returned products will not be refunded until the products have been tested at the warehouse, and deemed defective, or our suppliers have agreed to offer you a credit. If these items are deemed defective, you will also be credited with the freight costs incurred for the return in accordance with our “Freight Charges for Returns” section.

 

Refunds & Exchanges updated January 2023