Returns & Refund Policy
Shop with confidence. If something isn't right, we'll sort it — clearly, fairly, and fast.
How to Return an Item
A simple four-step process — from decision to resolution.
1. Contact Us First
Before sending anything back, reach out to our team in-store, by phone, or by email. We'll confirm eligibility and issue a return authorisation. No return is accepted without prior approval from an authorised manager.
2. Package the Item Securely
Return the product in its original packaging with all accessories, manuals, and proof of purchase. Items must be in the same condition as received. Shutter counts are verified on second-hand returns.
3. Drop Off In-Store or Ship Back
Return to any of our six showrooms (Auckland Grey Lynn, Auckland CBD, Hamilton, Wellington, Christchurch, or Dunedin) or courier it back to us. We recommend tracked shipping for your protection.
4. We Assess & Resolve
Once received, our team assesses the item promptly and will offer a repair, replacement, or refund depending on the issue and your rights under the Consumer Guarantees Act.
Return Conditions
What's covered, when, and how — clearly laid out.
Faulty or Damaged New Products
All new products can be returned if they arrive damaged or develop a fault. Report delivery damage within 7 days of receipt. If a product is clearly damaged on delivery, refuse to accept it and contact us immediately.
Second-Hand Items
We offer a 7-day right of return on second-hand items, provided they are returned in the exact same condition as received. Our conservative quality ratings are there to protect you.
7-day return windowProduct Not As Described
If a product is materially not as described on our website or by our staff, you can return it in unused condition for a full refund or exchange. If something is wrong, we'll make it right.
Unused condition required including all packagingDelivery Fees
Delivery fees are non-refundable once dispatched and delivered, unless the product is faulty or damaged. You should never bear the cost of our error.
Faulty: full refund incl. freightManufacturer Warranties
All new camera gear comes with full NZ manufacturer's warranties — some up to 5 years. As exclusive agents for leading brands, we provide NZ warranty support that overseas purchases cannot offer.
Tax-Free Purchases
In the unlikely event a tax-free airport order cannot be fulfilled, we will retrieve the goods and issue a 100% full refund.
Your CGA Rights
What the law says — and how we uphold it.
Consumer Guarantees Act 1993
The CGA gives you statutory rights regardless of our store policy. If a product is faulty, not fit for purpose, or not as described, you're entitled to a remedy. Photo Warehouse fully supports and respects these rights — no questions, no runaround.
Manager Authorisation Required
All returns must be authorised by a manager before sending goods back. This protects both parties and ensures your return is processed promptly. Please contact us first — we're here to help.
Change of Mind
We are not obligated to accept change-of-mind returns on new products. However, we review these on a case-by-case basis — please contact our team to discuss your situation.
Quick Reference
Return eligibility at a glance.
| Product / Situation | Returnable? |
|---|---|
| New gear — faulty or damaged | Yes |
| New gear — change of mind | Contact us |
| Second-hand items (within 7 days) | Yes |
| Second-hand items (after 7 days) | No |
| Product not as described | Yes |
| Used / opened consumables | No |
| Delivery fee (faulty return) | Refunded |
| Delivery fee (standard return) | Non-refundable |
| Tax-free order — unfulfilled | Full refund |
| Digital downloads / print orders | Non-returnable |
Need to Start a Return?
Our team is ready to help. Contact us by phone, email, or visit any of our six showrooms.