Refund policy
RETURN, REFUND, WARRANTY AND EXCHANGE POLICY
1. Scope of this policy
This policy applies to products sold and services supplied by CJSuspension Limited through cjsuspension.co.nz, our workshop, invoices, booking forms and other approved sales channels.
Nothing in this policy limits or excludes any rights or remedies that cannot lawfully be limited or excluded under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand law.
2. Consumer rights
Products supplied to consumers must meet the guarantees required by New Zealand law, including being of acceptable quality, fit for purpose, matching their description and delivered in acceptable condition.
Services supplied to consumers must be carried out with reasonable care and skill, be fit for an agreed purpose where applicable, and be completed within a reasonable time where no timeframe has been agreed.
A manufacturer’s warranty, supplier warranty or CJSuspension workmanship warranty is additional to, and does not replace, rights available under New Zealand law.
3. Change-of-mind returns
CJSuspension does not have to accept a return, refund or exchange where you have simply changed your mind, no longer want the product, found it cheaper elsewhere, ordered too many, or no longer require the service.
We may agree to a change-of-mind return or exchange at our discretion. Approval must be obtained from CJSuspension before returning anything.
Where a discretionary return is approved:
• you must contact us within 14 days of delivery
• the product must be unused, uninstalled, unmarked and in brand-new, resaleable condition
• all original packaging, labels, manuals, accessories and supplied items must be included
• you are responsible for return freight and the cost of sending any replacement
• the original shipping charge is not refundable
• a reasonable restocking fee may apply and will be advised before the return is accepted
• the return remains your responsibility until it is delivered to CJSuspension.
We recommend using a tracked and insured delivery service. Cash-on-delivery returns will not be accepted.
4. Products that cannot be returned for change of mind
Unless CJSuspension agrees otherwise, change-of-mind returns are not accepted for:
• custom-tuned, custom-built, modified or personalised products
• products configured or ordered to your specifications
• special-order, indent, backordered, pre-ordered or specifically imported products
• installed, fitted, used, marked or damaged products
• opened service kits, seals, oils, grease, fluids or other consumables
• clearance or sale products
• gift cards
• products missing packaging, labels, accessories or supplied components.
This section does not limit your rights if a product is faulty, misdescribed or otherwise fails to meet a legal guarantee.
5. Incorrect size, specification or part ordered by the customer
You are responsible for checking compatibility, dimensions, stroke length, spring rate, mounting standard, model year and other specifications before ordering.
If you ordered the wrong size, specification or part without relying on specific advice from CJSuspension, we may approve an exchange at our discretion, provided the product meets all change-of-mind return conditions.
You are responsible for return freight, replacement freight and any applicable restocking fee.
If you relied on specific compatibility or fitment advice provided by CJSuspension and the supplied product is not suitable for the purpose you clearly explained to us, please contact us so we can assess the matter under applicable law.
6. Sale and clearance products
Sale and clearance products are not returnable for change of mind.
If a sale or clearance product is faulty, unsafe, misdescribed or otherwise fails to meet a guarantee that applies under New Zealand law, your statutory rights still apply.
7. Faulty or defective products
Contact CJSuspension as soon as reasonably possible if you believe a product is faulty.
We may ask for:
• your order number, invoice or other reasonable proof of purchase
• photographs or video showing the issue
• the product serial number
• details about installation, setup, use, maintenance and the circumstances of the failure
• the complete product and all relevant parts for inspection.
Do not continue using a product if doing so could cause further damage or create a safety risk.
Do not arrange an unauthorised repair, modification or disassembly before giving CJSuspension a reasonable opportunity to inspect and remedy the issue. Unauthorised work does not automatically remove your legal rights, but it may affect our ability to determine the cause, may increase costs, and may not be covered by a manufacturer or voluntary warranty.
Where the problem is minor and can be remedied, CJSuspension may choose to repair, replace or refund in accordance with applicable law. Where the failure is substantial, or a remedy is not provided within a reasonable time, you may have additional rights under the Consumer Guarantees Act 1993.
8. Manufacturer warranties
Some products are supplied with a manufacturer or distributor warranty. Warranty periods and conditions vary by product.
CJSuspension may need to return the product to the manufacturer, importer or distributor for assessment, testing or repair. Assessment timeframes are not always within our control, but we will keep you reasonably informed.
Manufacturer warranties may exclude failures caused by misuse, crash damage, incorrect installation, unauthorised modification, poor maintenance, contamination, corrosion, normal wear, use outside design limits or other excluded causes.
Manufacturer warranty terms do not limit any rights that apply under New Zealand law.
9. Return freight for confirmed faults
Please contact CJSuspension before returning an allegedly faulty product.
If the product is confirmed to have failed to meet an applicable legal guarantee, CJSuspension will meet its obligations regarding reasonable return or delivery costs. We may provide a return label, arrange collection or reimburse reasonable approved freight costs.
If inspection shows that the product is not faulty, or that the issue was caused by misuse, crash damage, incorrect installation, unauthorised modification, normal wear, inadequate maintenance or another excluded cause, you may be responsible for inspection, testing and freight costs. We will advise you before carrying out chargeable repair work.
10. Shipping damage
Inspect parcels and products promptly after delivery.
If a parcel or product arrives damaged, contact CJSuspension as soon as possible, preferably within three business days, so we can preserve evidence and make a courier claim promptly. This requested timeframe does not remove any rights you may have under New Zealand law.
Please keep the product, packaging and courier label, and provide photographs of:
• the outside of the parcel
• the shipping label
• internal packaging
• the damaged product and affected areas.
Do not discard packaging or return the parcel without instructions from CJSuspension.
11. Suspension service workmanship warranty
CJSuspension provides a six-month workmanship warranty on suspension service work, beginning on the date the service is completed.
This voluntary workmanship warranty covers a fault directly caused by the way CJSuspension performed the service.
It does not cover:
• normal wear and tear
• seals, bushings, fluids, bearings or other parts wearing through normal use
• crash, impact, transport or external damage
• misuse, neglect, contamination, corrosion or inadequate maintenance
• use outside the manufacturer’s limits or intended purpose
• incorrect bike setup, spring rate, air pressure, torque or adjustment performed after collection
• pre-existing wear, scoring, corrosion, damage or manufacturing defects
• failure of a component unrelated to the work performed
• customer-supplied parts or fluids, unless the issue was caused by our installation
• disassembly, repair, modification or interference by another person after the service
• issues that could not reasonably have been identified during the agreed service scope.
Contact CJSuspension before the item is disassembled or repaired by anyone else. We must be given a reasonable opportunity to inspect the item and, where appropriate, remedy the workmanship issue.
Nothing in this workmanship warranty limits rights that cannot be excluded under the Consumer Guarantees Act 1993.
12. Pre-existing damage and advised risks
Suspension components may contain wear, corrosion, scoring, fatigue, damaged threads, worn bushings or other pre-existing conditions that are not visible until disassembly.
We will take reasonable care and will advise you when significant issues are identified. Additional parts or work may be required.
Where CJSuspension explains that a requested outcome cannot be guaranteed because of a known condition, unsupported modification, unavailable part or other identified risk, and you instruct us to continue, we do not guarantee that particular outcome. We will still perform the agreed work with reasonable care and skill.
13. Service cancellations and work already started
You may request cancellation before work begins. Any refund will exclude non-refundable payment processing charges where legally permitted and any special-order parts or committed costs that cannot reasonably be cancelled.
Once inspection, disassembly, servicing, tuning, diagnosis or other work has started, you must pay for work completed, parts used or ordered, and reasonable costs incurred up to the cancellation time.
Custom tuning, special-order parts and completed workshop services are not refundable for change of mind.
14. Proof of purchase
We may require reasonable proof that the product or service was supplied by CJSuspension. This may include a receipt, invoice, order confirmation, bank record, booking record or confirmation in our systems.
15. Refunds and credits
Approved refunds will normally be returned to the original payment method.
A store credit may be offered as an alternative, but a consumer does not have to accept store credit where the law entitles them to a refund.
Refund processing times may vary between banks and payment providers.
16. Business customers
Where goods or services are acquired in trade and both parties are in trade, any exclusion of the Consumer Guarantees Act 1993 must be agreed in writing and must be fair and reasonable as required by law.
CJSuspension’s wholesale, dealer, trade account or other business-to-business terms may contain a written contracting-out provision. Consumer protections are not excluded for personal or household purchases.
17. How to make a return or warranty claim
Before sending anything, contact:
CJSuspension Limited
Email: cjsuspension@gmail.com
Phone: +64 27 239 3072
Please include your name, order or invoice number, product details, a clear description of the issue, and photographs or video where relevant.
Returns sent without approval may be refused or held until the return can be identified and assessed.