Refund policy

Returns and Refunds

eaglepointgoods.shop is run by Mitchell James from Whangarei, at the top of New Zealand. This page sets out how returns and refunds work for orders placed on our website, and how they sit alongside your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

Thirty days to change your mind

You have 30 calendar days from the day the last item in your order is delivered to ask for a return. Items must come back unused, with the packaging, cables, manuals and any protective film still in place. We test what we sell, pack it ourselves and answer questions in plain language.

Damaged in transit — tell us within 48 hours

Please open and check your parcel as soon as it arrives. If an item is broken or damaged in transit, contact us within 48 hours of delivery with your order number and photos of the item and the box. We arrange a replacement or refund and cover the return freight.

Parcel not arrived — tell us within 7 days

If your tracking has not moved, or the parcel never reaches you, contact us within 7 days of the expected delivery date. We open a trace with the carrier, and if the parcel is confirmed lost we send a replacement or refund you in full.

Starting a return

Email service@eaglepointgoods.shop with the order number, the item and the reason. We reply with return instructions, normally within one business day. Please wait for those instructions before sending anything back so the parcel can be tracked.

Refunds

Once the returned item is checked in, we email you the outcome. Approved refunds are issued to the original payment method within 5 business days of approval; your bank may take a few more days to post the credit. We refund the item price plus the standard delivery charge, but not an upgraded delivery service or the cost of sending the return back, unless the item was faulty, damaged or incorrect.

Not returnable

Gift cards, products that have been used or installed, products damaged by misuse or accident, and items marked final sale cannot be returned. This never affects your rights where an item is faulty or not as described.