Refund policy

Elite Outlet – Refunds, Returns & Warranty Policy

This policy applies to products purchased from the Elite Outlet only.
Outlet items include end-of-line products, ex-display items and seconds, and may have cosmetic imperfections. Pricing reflects this.

Change of Mind / Incorrect Choice

Because our Outlet offers heavily discounted and clearance items:

We do not offer returns, exchanges or refunds for change of mind, incorrect choice, or if the product is no longer required.

Please choose carefully, check product descriptions, images and measurements before purchasing.

Faulty or Defective Items

If your Outlet item is faulty or not as described, we will meet our obligations under New Zealand consumer law.

Where a product has a major fault, you may be entitled to a repair, replacement or refund. For minor faults, we may first offer a repair or replacement.

Cosmetic imperfections, scratches, colour variation or minor defects that were:

  • clearly described in the product listing,

  • marked on the packaging, or

  • reasonably expected of ex-display/seconds products

are not considered faults.

Warranty – 6 Months

All products sold via the Elite Outlet come with a 6-month warranty from the date of purchase.

This warranty covers:

  • Manufacturing defects, and

  • Faults that arise during normal, residential use within the 6-month period.

This warranty does not cover:

  • Damage caused by incorrect installation, misuse, neglect or lack of care

  • Normal wear and tear

  • Damage occurring during or after installation where installation was not carried out by a qualified tradesperson

  • Any cosmetic imperfections noted at time of purchase or in the product description

How to Lodge a Warranty or Fault Claim

If you believe your Outlet item is faulty:

  1. Email us at [email protected] with:

    • Your order number

    • Product name / code

    • A brief description of the issue

    • Clear photos or videos showing the fault

  2. Our team will review your claim and may request additional information.

  3. If the claim is approved, we will confirm the next steps, which may include:

    • Repair

    • Replacement with the same or similar item (subject to Outlet stock availability)

    • Refund where a repair or replacement is not practical

Returns Shipping (Faulty Items Only)

  • If a return is required for an approved warranty/fault claim, we will advise how to return the item or arrange collection where appropriate.

  • Items must be safely packaged for transport. Damage caused by poor packaging may affect the outcome of the claim.

Installation & Trade Costs

Our liability is limited to the value of the product purchased.
We do not cover:

  • Plumbing or installation costs

  • Removal or re-installation costs

  • Any consequential loss or damage