Refund and Return policy

Returns & Refunds

RechargeNZ wants customers to order with confidence and provides product information to help customers select the correct product.

Our returns process differs depending on whether the product is a replacement battery or a KEILO product.

Nothing in this policy limits any rights you may have under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer law.

Replacement Batteries

Incorrectly Ordered Batteries

Customers are responsible for checking the product specifications, model numbers, part numbers and compatibility information relevant to their device before ordering.

RechargeNZ is happy to assist if you are unsure which battery you require.

Because batteries are subject to strict transport requirements and can be difficult or impractical to return internationally, RechargeNZ does not generally accept returns where a customer has ordered the incorrect battery.

This does not apply where:

  • RechargeNZ supplied the wrong product

  • The product does not match its description

  • The product is faulty

  • Another remedy applies under New Zealand consumer law

Change of Mind

RechargeNZ does not generally accept battery returns or provide refunds where a customer simply changes their mind after ordering.

Please check compatibility and product information carefully before completing your purchase.

Battery Faults and RMA Assessment

If you believe a replacement battery is faulty, please contact RechargeNZ before attempting to return it.

Battery fault claims may require an RMA assessment before a return, replacement or other remedy can be approved.

RechargeNZ may request:

  • Your order number

  • Returned item details

  • Quantity

  • Battery date code where applicable

  • Device brand and model

  • Battery model or part number

  • A detailed description of the issue

  • Photographs of the battery and labels

  • Charging information

  • Voltage readings or other diagnostic information where appropriate

RechargeNZ will review the information provided and advise whether further testing, inspection or return of the battery is required.

Lithium batteries are subject to strict transport and safety requirements and may require specific return arrangements.

For detailed battery warranty periods, exclusions and assessment conditions, please refer to our Warranty page.

KEILO Products

Change-of-Mind Returns

RechargeNZ does not generally provide automatic refunds or exchanges where a customer simply changes their mind about a KEILO product.

RechargeNZ may consider a change-of-mind request at its discretion depending on:

  • The product

  • Its condition

  • Whether it has been used

  • Whether it was specially ordered or manufactured

  • Costs already incurred

  • The individual circumstances

Pre-Orders and Special Orders

Some KEILO products may be manufactured or sourced specifically for an individual customer.

A 50% production deposit may be required before RechargeNZ instructs production or procurement to commence.

If a customer cancels after RechargeNZ has committed the order to production or procurement, some or all of the deposit may be retained to cover reasonable costs and losses already incurred.

Where an order can be cancelled before significant costs have been incurred, or RechargeNZ is able to reduce its loss, this will be taken into consideration.

If RechargeNZ is unable to supply the product as agreed, applicable refund obligations and customer rights will be honoured.

KEILO Warranty Issues

Faults, manufacturing defects and warranty claims relating to KEILO products are handled under the KEILO warranty process.

Please refer to our Warranty page for warranty periods, exclusions, owner responsibilities and the warranty assessment process.

Order Cancellations

If you need to cancel an order, contact RechargeNZ as soon as possible.

Whether an order can be cancelled will depend on its fulfilment status.

Battery orders that have already entered the fulfilment or shipping process may not be able to be cancelled.

KEILO products manufactured or sourced specifically for a customer are subject to the pre-order and special-order conditions above.

Need Help?

For replacement battery returns, incorrect orders or RMA enquiries, contact RechargeNZ with your order number and details of the issue.

For KEILO product faults or warranty claims, please refer to our Warranty page.