TRAINERS ONLINE RETURNS POLICY
There may be times when you will need to return an item purchased from us. Our Returns Policy is designed to assist you with your return. The benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under new Zealand Consumer Law.
If you wish to return any item(s) you have purchased, you can either exchange the item(s) via post to our online store or in person to a Trainers store within New Zealand (only) within 30 days from the date of delivery. Return postage costs will be at your expense, unless the item(s) returned is faulty or not as ordered. In this instance, postage will be incurred by Trainers. Please contact customer service to organise pre-paid postage.
We encourage you to return your parcel via registered or traceable postal services as all returned parcels remain the responsibility of the purchaser until received by Trainers.
Store purchases can not be returned or refunded online.
Returns Policy Conditions
At Trainers we want to ensure you are happy with the items you purchase. If you have changed your mind on a purchase we will exchange your item, provide an exchange card or refund your original method of payment in the event that the goods are faulty. We do not refund purchases simply cause you have changed your mind. Please choose carefully.
Exchanges must include the below criteria.
- You return the item within 30 days (inclusive) from the tracked date of delivery
- You produce your original trainers invoice (receipt) when you return the item
- The item is in original saleable condition:
- With all original tags
- In an unworn, unopened and unused state
- Any sewn labels are still attached
- A returns form is completed and accompanies your returning item(s)
If you are not able to comply with these requirements, Trainers reserves the right to refuse an exchange or refund on change of mind items. Trainers will not accept a bank statement as proof of purchase.
We regret that we are unable to accept the exchange or return of the following items for change of mind for hygiene reasons:
- Underwear / underskins / technical gear
- Earrings and Jewellery
Items on ‘Sale’ will only be exchanged (not refunded) for change of mind except where the item is faulty or defective.
Gift cards cannot be exchanged or refunded and will expire 12 months from the purchase date.
If you have a faulty item that you would like refunded, repaired or replaced, please contact our customer service team before sending the item back. If emailing regarding a fault, please attach pictures of the fault so the item can be assessed before a return is approved. In cases where a faulty item was received a pre-paid shipping label can be emailed to cover the return costs on the faulty item. Faulty items may be returned outside of the regular returns time frames providing the item is still under warranty. Please contact customer service or the brand directly for warranty periods.
We aim to have your refund processed within 24 hours of receiving; however some faults must be approved by the manufacturer before a refund or replacement can be issued. In this case we will keep you informed on a regular basis via email updates. This process usually takes around 2 weeks and once completed you should receive your refund or replacement within 1-7 business days.
INSTORE EXCHANGES AND REFUNDS
For your convenience, item(s) purchased online may be exchanged at any Trainers store within new Zealand only, provided all online return policy conditions are met. A refund will be provided to you crediting your original method of payment. In the instance that PayPal was your original method of payment; your refund will be credited to a credit card of your choice. Please note that cash refunds will not be provided under any circumstances and postage charges cannot be refunded.
ONLINE REFUNDS AND EXCHANGES
If you would like to exchange an item(s) for an alternative item(s), please fill out the online Return Request form that is located at the bottom of this page.
Exchanges can only be exchanged for the same value of the purchase price of the item being returned. Your items that you wish to return need to be sent back to our online returns address with enclosed returns and tax invoice (receipt). Return postage costs will be at your expense.
If the alternative size or colour is no longer available, provided all the Returns Policy Conditions are met, a refund will be provided to you crediting your original method of payment.
To obtain a refund (for faulty goods) please fill out the online Return Request form that is located at the bottom of this page.
A refund will be provided to you crediting your original method of payment, providing all the Returns Policy Conditions are met and our warehouse has received the original item that is being returned. Cash refunds will not be provided under any circumstances.
COMPLETING A RETURNS REQUEST FORM ONLINE
If you purchased your item(s) as a guest within our checkout process or received your item(s) as a gift, please print off the Return Request Form and fill in the required fields and send with your parcel to the online returns address listed below along with your Trainers receipt. You will be notified by email the status of your return or exchange.
Before sending, please ensure all details on this form are correct. You will also need to write the returns number on the outside of the parcel. You will be notified by email the status of your exchange or refund.
Online Returns Requests can only be completed on the desktop site not the mobile site.
ONLINE RETURNS ADDRESS
Please send all returns to:
5B High Street
Auckland CBD 1010