Warranty & Refund

Welcome to our website. We are committed to providing high-quality kitchen appliances and hardware. Our products come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act (CGA).

1. Manufacturer’s Warranty

In addition to your rights under the CGA, we provide the following specific manufacturer’s warranties for our leading brands:

  • FOTILE Rangehoods: Covered by a 2-year warranty plus a 10-year motor warranty (parts only).
  • FOTILE Combi Oven (Model: HYZK26-E1): Covered by a 1-year limited warranty.
  • FOTILE Cooktop and Oven: Covered by a 2-year warranty from the date of purchase.
  • HIGOLD Products: Covered by a 2-year warranty from the date of purchase.

 

2. Consumer Guarantees Act (CGA)

For all other products not listed above, or in the event a manufacturer’s warranty has expired, you are fully protected by the New Zealand Consumer Guarantees Act.

This means our products must be:

  • Of acceptable quality.
  • Fit for their particular purpose.
  • Match the description provided or the demonstration model shown.
  • Sold at a reasonable price (if not previously agreed).

 

3. Returns & Refunds

Faulty or Damaged Goods

If a product is found to be faulty, damaged, or does not meet a guarantee under the CGA:

  • Minor Failure: We will choose to repair the item, replace it with an identical type, or offer a refund.
  • Major Failure: You have the right to choose between a replacement of a similar type/value, a full refund, or keeping the product and receiving compensation for the drop in value.

Change of Mind

Please choose carefully. Under NZ law, we are not required to provide a refund or replacement if you change your mind, decide you do not like the product, or find it cheaper elsewhere. However, please contact us—we value our customers and may offer a store credit or exchange at our discretion (restocking fees may apply).

 

4. How to Make a Claim

To initiate a warranty claim or return, please follow these steps:

  • Proof of Purchase: Retain your tax invoice or receipt as proof of purchase.
  • Contact Us: Email our support team or visit our showroom with your order details and a description (plus photos/videos) of the issue.
  • Assessment: We may require an authorized technician to assess the appliance in your home or ask you to return smaller items to our service center.