Last updated: 20 October 2026

At Vacdirect, we want you to be happy with your purchase. This policy explains how returns, faulty goods and refunds work. It forms part of our Terms and Conditions. In this policy, “we”, “us” and “our” mean Vacdirect (NZ) Ltd, trading as Vacdirect.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other New Zealand law.

1. Faulty Goods

Under the Consumer Guarantees Act, the products we sell must be of acceptable quality, fit for their normal purpose, and match their description. If a product has a fault, you may be entitled to a repair, replacement or refund.

  • If the problem is minor, we may repair or replace the product within a reasonable time. If we can’t, you may choose a refund.
  • If the problem is a major failure, you may choose a refund or a replacement.

Your rights last for a reasonable time. That time depends on the product and how long it should normally last. It isn’t a fixed number of days. Please contact us as soon as you notice a problem, because the sooner you tell us, the easier it is to put right.

2. How to Return a Faulty Product

  1. Contact us first. Please call or email us before you send anything back. Give us your order number and a description of the problem. Photos or a short video help us assess the fault quickly.
  2. Keep your proof of purchase. A receipt or order confirmation email is fine.
  3. We will tell you where to return it. We will tell you whether to return the product to our warehouse or to your nearest store, and we will give you the address.
  4. We will cover the reasonable cost of the return. We will arrange the courier for you. If you arrange your own freight with our agreement, we will reimburse the reasonable cost once we confirm the fault.
  5. We will put it right. We will repair, replace or refund the product, as the law requires.

If we inspect a product and find that it isn’t faulty, we may ask you to cover the reasonable cost of returning it to you.

3. Damaged or Incorrect on Delivery

Please check your order when it arrives. If an item is damaged or isn’t what you ordered, contact us within 3 days of delivery. Send photos of the product and the packaging, and keep the packaging until we’ve sorted it out. We will then arrange a replacement or refund.

4. Change of Mind

We don’t accept returns or exchanges for change of mind. This includes when you simply change your mind, order the wrong product, or find a lower price elsewhere. This doesn’t affect your rights for faulty goods.

If you have a question about a product before you buy, please ask us. Our team will be happy to help you choose.

5. What Isn’t a Fault

To the extent the law allows, we aren’t responsible for problems caused by:

  • misuse, accidents or neglect
  • not following the manufacturer’s instructions
  • normal wear and tear, such as worn belts, brushes, bags and filters

6. Refunds

  • We refund to your original payment method. If you paid through a payment provider, such as a buy-now-pay-later service, the refund goes back through that provider.
  • We will tell you when we have processed your refund. How quickly it reaches you depends on your bank or payment provider.
  • If you paid a pre-order deposit, it is fully refundable for any reason before your order is dispatched, as set out in our Terms and Conditions.
  • If you’d like to cancel an order that hasn’t been dispatched, contact us straight away, and we’ll do our best to help.

7. Repairs and Servicing

If your product is faulty, we will not charge a service fee for putting it right under the Consumer Guarantees Act. Our repair service fee applies only to paid repairs and servicing, such as for machines that aren’t faulty, or machines bought elsewhere. See our Repairs and Servicing page for details.

8. Manufacturer Warranties

Most products come with a manufacturer’s warranty. To make a warranty claim, contact us or visit the store where you bought the product. We will help you with the claim and deal with the manufacturer where needed. A manufacturer’s warranty is in addition to your rights under New Zealand law. It doesn’t replace them.

9. Frequently Asked Questions

Can I return a product because I changed my mind?

No. We don’t accept change-of-mind returns. Faulty products are always covered under the Consumer Guarantees Act.

Who pays to return a faulty product?

We do. We will cover the reasonable cost of the return, and we’ll arrange it with you first.

My product arrived damaged. What should I do?

Contact us within 3 days of delivery, and send photos of the product and its packaging.

Do I need my receipt?

Please keep your proof of purchase. An order confirmation email works.

Is the repair service fee charged on faulty products?

No. We don’t charge a service fee for putting right a fault covered by the Consumer Guarantees Act.

10. Contact Us

You can also visit or call any of our stores. See our Contact Us page for details.

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