Refund policy

Returns & Refunds Policy

Returns

We want you to be completely satisfied with your purchase. If you need to return an item, you have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must:

  • Be unused and in the same condition you received it.

  • Have all original tags attached (where applicable).

  • Be returned in its original packaging.

  • Be accompanied by your receipt or proof of purchase.

To request a return, please contact us at info@trackstarsbmx.co.nz before sending your item.

Return Address:

Trackstars BMX
18 Briar Crescent
Alexandra 9320
New Zealand

Returns sent without prior approval will not be accepted.

Once your return request has been approved, we'll provide instructions on how to return your item. Where Trackstars BMX is responsible for the return (for example, if the item is faulty, damaged, or we sent the incorrect product), we will provide a return shipping label or arrange return freight at no cost to you. For all other approved returns, customers are responsible for arranging and paying for return shipping.

Return Shipping Costs

If you are returning an item because:

  • You ordered the incorrect size or item.

  • The product is not suitable for your needs.

  • You have changed your mind.

The cost of returning the item is your responsibility. Original shipping charges are non-refundable.

We recommend using a tracked courier service, as Trackstars BMX cannot be responsible for items lost or damaged during return transit.

If your return is approved due to a faulty product, damaged item, or because we sent you the incorrect item, Trackstars BMX will cover the reasonable return shipping costs.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your order is damaged, faulty, or you have received the wrong item, contact us immediately at info@trackstarsbmx.co.nz with your order number and photos of the issue where possible. We'll assess the situation promptly and work with you to resolve it as quickly as possible.

Exchanges

If you require a different size or product, please contact us first.

Once we have approved your return and received the item in its original condition, you may place a new order for the replacement item.

Return shipping for size exchanges or incorrect purchases is the responsibility of the customer.

Non-Returnable Items

Unfortunately, we cannot accept returns for:

  • Sale or clearance items.

  • Gift cards.

  • Custom or special-order products.

  • Personalised products.

  • Perishable goods.

  • Hazardous materials, flammable liquids or gases.

If you're unsure whether your item is eligible for return, please contact us before sending it back.

European Union 14-Day Cooling-Off Period

If your order is being shipped to a country within the European Union, you have the right to cancel or return your order within 14 days for any reason.

Returned items must be unused, in their original condition and packaging, with proof of purchase.

Refunds

Once we receive your returned item, it will be inspected to ensure it meets our return requirements.

We will notify you once your return has been assessed and advise whether your refund has been approved.

If approved, your refund will be processed back to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process the refund.

Original shipping charges are non-refundable unless the return is due to a faulty item, an incorrect item supplied by Trackstars BMX, or where required under New Zealand consumer law.

If more than 15 business days have passed since your refund was approved, please contact us at info@trackstarsbmx.co.nz.

Consumer Guarantees Act

Nothing in this policy limits or excludes your rights under New Zealand's Consumer Guarantees Act 1993.

If a product is faulty, not as described, or does not meet the guarantees required under New Zealand consumer law, you are entitled to the remedies available under the Consumer Guarantees Act.