We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Orders over this timeframe are non-returnable.
To be eligible for a return, your item must be in the same condition that you received it, unused, with all parts, and in its original packaging.
Oils and other additive products must be unopened with all seals still intact and any other parts such as connected funnels must be in original condition. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at admin@sutherlandperformance.co.nz or phone us on 04 801 9101. Please note that returns will need to be sent to the following address: 46 Webb Street, Te Aro, Wellington, 6011.
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.
Install: Orders that have been installed are considered used and are non-returnable. Please ensure fitment before you purchase, contact our team if you are unsure.
Warranties or guarantees become void if parts are not installed by an authorised mechanic. (This excludes tuning with IE Powerlink Cable or UniCONNECT+).
Important Note: Refunds for change-of-mind returns will be issued minus the cost of shipping and a 15% restocking & admin fee. This covers our non-refundable transaction fees and restocking administration.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. No restocking fee applies to damaged orders or orders with issues from our behalf, orders will be refunded in full.
Exceptions / non-returnable items
Certain types of items cannot be returned like custom products (such as special orders or personalized items) and tuning products if they have been programmed to your vehicle. Please get in touch if you have questions or concerns about your specific item.
Change of Mind Returns
Change of mind returns include the following; if you decide you no longer want the product you ordered, if you ordered the wrong part for your vehicle or if you change your mind about a product. The product must be returned in its original packaging, unused and fit for sale.
Refunds for change-of-mind returns will be issued minus the cost of shipping and a 15% restocking & admin fee - this covers our fee’s incurred by Shopify and merchant fees.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. However, we can set up an exchange for you once the returned item has been received and accepted by us.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@sutherlandperformance.co.nz.
If you have any further questions, please don’t hesitate to contact us at admin@sutherlandperformance.co.nz or give us a ring on 04 801 9101.