When you receive your package, inspect the package list to ensure all your parts have arrived. Call or email NZ Hydrogen Customer Care with any issues you may have with the order immediately.
If you need to return something, please fill out the RMA Form here within 5 Business days of receiving your order for an authorization # and return shipping address information. We will accept returns and exchanges if they meet the guidelines above and are within 5 Business days of delivery as long as you have received a return authorization code. The items must be resalable unused/unopened in the original packaging.
Packages must be postmarked back to our Headquarters withing 5 days from the received delivery date. We require that you return your Product using a traceable method like NZ Couriers or Parcel Post. NZ Hydrogen will not accept returns sent COD. If the Product was damaged in transit, NZ Hydrogen requests that you hold the Product and original packaging and call or email NZ Hydrogen Customer Care the same day you sign for it.
Shipping charges of any kind are non refundable. This includes any return shipping on exchanges.
Upon receipt and confirmation of the return, the customer’s credit card/account will be credited for the amount of the purchase price of the item and the tax paid (if any), less shipping charges including return shipping. All orders returned will be charged a 14% restocking fee. All exchanges will be charged a new shipping/handling fee.
In cases of the wrong product, damaged or defective product being shipped by NZ Hydrogen, you may choose to have the product replaced with the identical product or the missing element sent out. If the product shipped was not the product ordered, the customer may elect to have the correct product shipped.
Unfortunately a small percentage of the products shipped may have defects or missing elements that make them incomplete. It is not our intention to sell these items but it is impossible for us to thoroughly inspect our manufacture prepackaged products. If your package contains a defective/damaged item call or email NZ hydrogen Customer Care to discuss a solution.
Received an Incorrect Item
While we we try hard to be perfect, we are only human. The reality is that sometimes we make mistakes in the fulfillment of orders. Other times, the merchandise may be damaged during the shipping process. In these situations we want to do everything we can to fix the error as quickly as possible. If we made an error in the fulfillment of your order (e.g. you received an item you did not order) follow the instructions below.
Ship the package back via a traceable shipping method with a delivery confirmation to ensure that we receive your package. Any orders returned without any means of tracking or delivery confirmation will be considered an unauthorized return. We will not be held responsible for crediting your account, if we cannot verify receipt of the return. All costs associated with shipping are at the expense of the customer and are non-refundable. Once your package has been received and inspected, a credit will be issued to your charge card for the price of the item(s) being returned. If your order was placed with a check or money order, you will receive a check.