Refund policy

Returns & Faulty Items Policy (New Zealand)

This policy applies to purchases from Badminton Express and is aligned with the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA).

1) Returns Policy

We do not accept change-of-mind returns or exchanges. Please choose carefully before completing your purchase. 

However, if an item is faulty, damaged, or not of acceptable quality under New Zealand law, you are fully covered by the Consumer Guarantees Act 1993.

2) Conditions for Returning Faulty Items

To be eligible for assessment under warranty or the CGA:

  • The item must be returned in the same condition received, including all original packaging, labels, and accessories.
  • When returning boxed products, please place them inside a shipping satchel or outer carton. Do not attach labels or tape directly to retail packaging.
  • Customized or personalized items cannot be returned unless proven to be faulty. This includes:
    • Badminton rackets that have been custom strung
    • Apparel or gear that has been personalized with names, numbers, or embroidery

3) Faulty or Defective Products

If a product fails or develops a fault through normal use, you are entitled to a repair, replacement, or refund in accordance with the Consumer Guarantees Act 1993.

  • All repairs are handled by the manufacturer or authorized supplier.
  • If a repair is not possible or practical, a replacement or refund will be offered as per CGA guidelines.
  • Warranty periods and repair times are determined by the manufacturer and may vary between brands.

To begin the process, please return the item with your invoice or proof of purchase. Our team will contact you promptly to advise next steps.

4) Items Damaged in Transit

If your order arrives damaged, please notify us within 72 hours of receiving the delivery so we can investigate with the courier.

  1. Photograph the damage:
    • The product in the condition it arrived — for rackets, do not cut the strings or attempt to use it.
    • The outer and inner packaging, especially any visible courier damage.
  2. Contact us with your order number and photos.

If the damage is confirmed to have occurred during transit, we’ll send a replacement at no cost to you.

While courier damage is outside our direct control, our dispatch team securely packs all orders and clearly marks fragile items (especially rackets) as FRAGILE.

5) Handling Guidelines

  • Leave damaged or faulty products in the condition received until inspected.
  • Do not modify, restring, or use the item before assessment, as this may affect eligibility for repair or replacement.

6) How to Start a Claim

  1. Email: psmanager@aklbadminton.com (include your order number, a brief description, and photos if applicable)
  2. We will provide return instructions and guide you through the assessment process.

7) Legal Rights

We will always meet our obligations under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Nothing in this policy limits or excludes your rights under New Zealand law.

Last updated: 31/10/2025