Refund policy
Refund Policy
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unused and in its original packaging. You'll also need your receipt or proof of purchase.
To start a return, contact us at info@vacpack.co.nz. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Returns should be sent to: 4/3 Emirali Road, Silverdale, Auckland
Please note: Return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly supplied.
Machines vs Consumables
Returns are assessed differently depending on the product type:
- Machines & equipment — eligible for return within 30 days if unused and in original undamaged packaging.
- Consumables (vacuum bags, rolls, film, etc.) — eligible for return only if unopened and in original packaging. Opened bags or rolls cannot be returned for change-of-mind reasons.
- Custom manufactured or special-order products — cannot be returned unless faulty & deposits will not be refunded.
Damages & Issues
Please inspect your order upon receipt and contact us immediately if your item is defective, damaged, or incorrect. We'll assess the issue and work to make it right as quickly as possible. Email us at info@vacpack.co.nz with your order details and photos where possible.
Exchanges
The fastest way to get the right product is to return your original item and, once the return is accepted, place a new order. Contact us and we'll guide you through the process.
Refunds
Once we've received and inspected your return, we'll notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the payment.
If more than 15 business days have passed since your refund was approved and you haven't received it, please contact us at info@vacpack.co.nz.
Your Rights Under New Zealand Consumer Law
Our policy operates alongside your rights under the New Zealand Consumer Guarantees Act and Fair Trading Act. If a product is faulty, not fit for purpose, or doesn't match its description, you are entitled to a remedy regardless of the above timeframes. Nothing in this policy limits those statutory rights.
Questions?
We're always happy to help. Get in touch with our team at info@vacpack.co.nz or call us on +64 (9) 443 6301.