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THJ Engineering Return Policy

 

At THJ Engineering, we take pride in the quality and durability of our off-road products. We want you to be fully satisfied with your purchase, but we understand that sometimes returns may be necessary. Please read our return policy below to ensure a smooth and hassle-free process.

 

1. Eligibility for Returns

  • New, Unused Products: Products that are unused, undamaged, and in their original packaging can be returned within 30 days of purchase.

  • Faulty or Damaged Items: If your product is faulty or arrives damaged, please contact us immediately. We will arrange for a replacement or refund based on the condition of the item.

  • Custom-made Products: Unfortunately, custom-designed or made-to-order products (e.g., custom bullbars or accessories) are not eligible for return.

2. Conditions for Return

To return a product, the following conditions must be met:

  • The product is in resalable condition (unused and undamaged).

  • The product is returned within the 30-day window.

  • A proof of purchase (receipt or order number) is required.

  • You are responsible for return shipping costs, except in cases where the product is faulty or damaged upon arrival (The freight company provides insurance for the shipped items).

3. How to Return a Product

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team via email or phone with your order details and reason for the return.

  2. Return Authorization: We will provide you with return instructions, including an authorization number if necessary.

  3. Pack and Ship: Carefully pack the product to ensure it is protected during return shipping. You will be responsible for the shipping costs unless the item is faulty or damaged.

  4. Refund or Replacement: Once we receive and inspect the product, we will issue a refund to your original payment method or arrange for a replacement (if applicable).

 

4. Exclusions

The following items are not eligible for return:

  • Custom or Personalized Products: Products that were made to your specifications or personalized (e.g., custom bullbars, vehicle-specific modifications).

  • Used or Installed Products: Products that have been installed, used, or altered in any way.

  • Sale or Clearance Items: Items purchased on sale or from clearance stock may have different return terms (please check at the time of purchase).

5. Refund Processing

Refunds will be processed within 7-10 business days after we receive the returned product. The refund will be issued to the original payment method used for the purchase. Shipping costs are non-refundable, except in cases where the return is due to a defect or error on our part.

6. Faulty or Damaged Products

If your product is faulty or damaged, please contact us within 7 days of receiving the product. We will cover the cost of return shipping (if applicable) and arrange for a replacement or a full refund based on your preference.

Contact Us: For any questions or to start a return, please contact our customer service team at:

  • Email: sales@thj.co.nz

  • Phone: 022 394 7053

  • Address: 25 Bidois Rd, Fairy Springs, Rotorua 3010

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