Refunds and Returns

Our devoted THINKWARE team is committed to delivering top-notch equipment at the right price. We strive to ensure that you never experience disappointment or inconvenience caused by premature gear failure.

In the rare instance that you need to return your THINKWARE product or have received a damaged, faulty, or incorrect item, please take a moment to familiarise yourself with our procedures outlined below.

RETURNS & EXCHANGES

  • All return requests should be made via our Contact Us page.
  • Be sure to include your Order Number on the Contact form. This can be found in the confirmation email you received upon placing your original order.
  • Upon receipt of your request, you will be issued a ‘Return Materials Authorisation’ number (RMA#) which must accompany your return.
  • All THINKWARE product will be thoroughly inspected upon return. We endeavour to accept all returns, however you must adhere to the following requirements; (1) The product is unused and in its original condition with all labels, tags and packaging in original condition and the seal must be intact. (2) The RMA# is to be provided alongside the goods when returned to the THINKWARE team. (3) Goods must be received by THINKWARE team within 14 business days of RMA# being issued. (4) The return of goods is the responsibility of the buyer, please ensure the item/s are packaged securely to ensure safe delivery back to the THINKWARE team.

DAMAGED, FAULTY OR INCORRECT PRODUCTS

We sincerely apologise for the inconvenience caused by receiving a damaged, faulty, or incorrect product. We understand the situation is regrettable. Kindly take a moment to go through the following instructions:

  • Please report the issue via our Contact Us page. Ensure to give a detailed description in the message field of the damage, fault or incorrectly received item/s - to prevent delays in processing.
  • Be sure to include your Order Number on the Contact form. This can be found in the confirmation email you received upon placing your original order.
  • Note, if you notice your package has been damaged in transit, simply instruct the courier to return to sender.

SHIPPING COSTS OF RETURNED GOODS

To return your product please attention your parcel to THINKWARE RETURNS and ship to the following address along with your RMA#:

THINKWARE NZ
19 Bell Avenue
Mount Wellington
Auckland, 1060.

  • Please ensure to include all relevant information including your RMA#, full name, contact number, email address and so on.
  • The goods are your responsibility until they reach our warehouse, so make sure they’re packed properly and can't get damaged on the way. Make sure you use a postal service that insures you for the value of the items you are returning or obtain proof of posting.
  • You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
  • If the product is confirmed by the THINKWARE team to have been damaged, faulty or incorrect upon receipt we will endeavour to reimburse the shipping costs.
  • We always recommend using a traceable postal service when returning items to us, in case of the unlikely event we do not receive it.