We take our obligations under the Consumer Guarantees Act (CGA) very seriously. We want to do right by our customers and ensure they spend more time doing what they love and less time dealing with faulty or incorrect products. Our customers are the key to our business, so we do whatever we can to put things right.
If a product has a minor problem The CGA provides consumers with some good backup when something goes wrong. We will take one of three options: |
| Replace it With an identical product at no extra cost |
| Repair it Free of charge. |
| Give a full refund. |
If a product has a major problem… and is not fit for use, we will proactively contact you to advise you of the issue and remedy it before it becomes a problem. This is generally due to a fundamental design problem that makes the item unsafe, or, if the inherent issue were known, it would likely not have been purchased in the first place. |
| This does not generally include normal wear and tear, an unexpected manufacturing fault, or "not being fit for purpose" when the customer is using it for a purpose it wasn't originally intended for. |
| Before you start pulling it to bits... | |
If you start pulling a product to bits, be aware that in many cases this will void the warranty. The CGA states that we are not held accountable for a third party's repair costs unless we have approved it beforehand. Pulling a unit apart might also mean we are unable to determine the actual fault, which we do have a right to do before deciding on the action. | ||
| Inspecting Faulty Products | |
Under the Consumer Guarantees Act (CGA), we may inspect and investigate a product before deciding on the appropriate action. This may include sending the product to the supplier for expert assessment. To save time and freight costs, we may first provide basic troubleshooting steps. In some cases, the issue can be resolved without returning the product. If troubleshooting doesn’t resolve the issue, we’ll inspect the product at our office. While we’re not a full technical servicing facility, our team has extensive experience with a wide range of products and can often identify and resolve faults without sending the item to the supplier. For certain products, such as fishfinders and trolling motors, the supplier may need to assess the product as part of the warranty process. | Important: We generally test the product in isolation to determine whether the unit itself is faulty. For products that require power, gas, or other installation, the installation or customer's system can affect how the product operates. We’ll do our best to assist with troubleshooting, but we may not be able to fix or redo the installation. If we confirm that the product itself is functioning correctly but it does not operate as expected within the customer's installation or system, this is generally outside our responsibilities under the CGA. |
| Change of Mind | |
While a change of mind is specifically excluded as a reason for return in the CGA, we acknowledge that sometimes something looks different on a website, or the fitting isn't quite what you expect. At Marine Deals we offer a 28-day right of return. While this is "no-questions-asked", we do require the products to come back as new. More details can be found here: How Do I Return an Item | ||
| Service And Repairs | |
Due to the size and nature of our business, we are only able to offer limited servicing and repairs to products that are outside of the warranty period. Where the product has a local supplier with a service department, we can liaison and help our as best we can. We carry limited spares for the products we bring in ourselves. | ||
| Getting the Products Back | |
If the product has a fault, we will often need to get the item back before we can take action. While the CGA states that it is up to the customer to get the product back to the seller, we will generally provide a return courier ticket to cover your costs. If you purchased an item in New Zealand, we generally won't cover international freight back to us. | ||
