Refund policy
If there’s any issue with the part you have ordered - get in touch straight away so we can make it right.
We understand mistakes can happen. That's why we are happy to offer a hassle free, 30-day returns policy as long as it meets the conditions below.
If you are in the position of needing to request a return, we'll do our best to ensure it's sorted out with minimal fuss. To make the process easier, please check the return criteria below. Make sure your situation meets the terms for return eligibility, and contact us as soon as possible so we can make it right.
Hassle Free 30-Day Return Policy
You have 30 days from the date of receiving your item to request a return, provided it meets the conditions below:
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The item must be unused, in the same condition as received, and in its original packaging.
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There must be no signs of tampering or installation.
Report Any Damages, Errors or other Issues Immediately
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Please inspect your order upon delivery and take photos of any damage.
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If damage, misdelivery or another issue has occurred please let us know within 7 days of delivery.
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Contact us immediately so we can evaluate the issue and offer a resolution
Return Eligibility
To qualify for a return:
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Contact Us: Submit a return request through your customer account within 7 days of receiving your order.
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Condition: Items must be returned in their original condition, including all packaging, labels, and tags.
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Packaging: Items must be securely boxed to protect the product and its manufacturer packaging during transit. Items shipped back in the manufacturer’s packaging alone will not be accepted.
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Return Costs: Customers are responsible for return shipping, tracking, and insurance costs. A photo of the shipping receipt must be sent to us, and tracking details should be retained in case of loss or damage in transit.
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Restocking Fee: A 10% restocking fee may apply in some cases.
How to Request a Return
Proof of Purchase: A receipt or proof of purchase is required for all returns.
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Log in to your account.
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Click "Request Return" for the relevant order.
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Select the item(s) to return.
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Choose a return reason and add any notes for our team.
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Click "Request Return" to submit your request.
Refund Policy
Refunds are available under the following conditions:
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The wrong part was sent to you.
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The part is defective, faulty, or does not match the description on our site.
Refunds Are Not Available For:
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Change of mind or accidental purchases.
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Situations where the item matches the product description, photographs, or specifications provided on our website.
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Clearance items, discounted products, or gift cards.
Refund Process
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Once your return is received and inspected, eligible refunds will be issued to your original payment method within 10 business days.
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Note: It may take additional time for your bank or credit card provider to process the refund.
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We will notify you once we’ve received and inspected your return and inform you whether the refund has been approved.
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If approved, you will be automatically refunded to your original payment method within 14 business days.
Return Address
Returns must be sent to:
Carcasa Limited
1/1152 State Highway 14
Maungatapere 0179
Whangarei District, Northland
If your return is accepted, we will provide a return shipping label and instructions on how to send the package. Items sent back without prior approval will not be accepted.
For any return inquiries, contact us at elvis@carcasa.co.nz or call 0210 308 629.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned. If you are unsure about an item, please get in touch before purchasing. Unfortunately, we cannot accept returns on sale items or gift cards.
Store Credit
Store credit may be issued in certain cases, subject to agreement with the customer.
Exchanges
The fastest way to exchange an item is to return it and place a new order for the replacement part.
Contact Information
For further return inquiries, please use the contact form on our website, email elvis@carcasa.co.nz, or call 0210 308 629.