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Returns Policy

Returns Policy
We understand that sometimes you may need to return a product you have purchased from a Core store (including the The Core online store). To assist you, we have set out below Returns Policy highlighting key points that you should know.

1. New Zealand Consumer Guarantees Act

Our Returns Policy includes, and does not seek to exclude or limit, the rights you have under the Consumer Guarantees Act 1993 (if you are a consumer) and other relevant laws.
If you are a consumer under the Consumer Guarantees Act, in summary:
• Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act. You are entitled to require us to remedy the failure within a reasonable time if the failure can be remedied. If we fail to do so, you can have the failure remedied elsewhere and obtain from us the reasonable cost of doing so, or you can choose to reject the goods. You can also reject the goods if the failure can not be remedied or if it is of a substantial character, or in such a case you can seek damages in compensation for any reduction in the value of the goods below the price you paid. If you reject the goods you are entitled to a replacement or refund. In addition to these remedies, you are entitled to damages for loss or damage resulting from the failure that was reasonably foreseeable as liable to result from the failure.
• Your rights under the Consumer Guarantees Act are not limited by a defined time. However, the relevant time period for which a remedy may be available can vary from product to product, depending on factors such as the nature of the product and the price. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us.

2. How to return a product?

Returning products to our store
If you:
• wish to return a new or refurbished product; or
• are entitled to a remedy under the Consumer Guarantees Act,
You may bring your product to the sales/service counter at any of our stores to have your product assessed.

i. Please retain your receipt
In order to obtain any remedy from us, you must provide us with clear proof of purchase. The proof of purchase may either be a:
• receipt we issued; or
• bank statement or credit card statement where the amount shown on the statement directly corresponds with the purchase price of the product (where multiple products were purchased in one transaction, this would limit our ability to establish proof of purchase).
If we cannot be satisfied that you purchased the product from us, then we may elect whether or not to accept your product for return. For fraud prevention purposes, if you do not have a receipt, and we elect to give you a return we will need to record your personal details. For further information on our Privacy Policy, please click here.

ii. Product assessment
Once proof of purchase has been established, if the product fault can safely and clearly be determined in store, we will offer you a refund, exchange, or repair. The available remedy will depend on whether the fault can be remedied and/or whether it amounts to a failure of a substantial character. In the case of new products which carry a manufacturer’s warranty, we may at our own discretion notify them and request they repair or replace any defective goods. Where the product fault is uncertain, difficult or potentially dangerous to determine in store, we will need to consult with the manufacturer or repair agent to determine the fault and resolution. When we send your product to the manufacturer or their repair agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.
Once the product is with the manufacturer or their repair agent, they will determine whether:
• there is no fault found;
• the product has been damaged or abused through misuse, abnormal use or negligent use.
• there is a fault which can be repaired within a reasonable timeframe;
• there is a fault of a substantial character found and you are to be offered the opportunity to reject the product or to seek damages in compensation for any reduction in value of the product below what you paid for it; or
Where the manufacturer's assessment finds that there is no fault with the product, or that the product has been damaged due to misuse, abnormal use or negligent use, we may require you to pay us for any fee incurred by us in connection with the assessment of your product, and the transportation.
Unfortunately, The Core cannot offer a refund or exchange where there is no fault with the product, or the product has been damaged due to misuse, abnormal use or negligent use. However, in such case, we may offer you repair of your product at your cost.

3. FAQ

a) What should I do if I am having difficulties with getting my product to work?
We are of course available to help you and we may be obligated to help you under the Consumer Guarantees Act as well. You may contact us via email or come into one of our stores and talk to us directly.
b) What should I do if the product I am returning contains electronic data such as digital photos, digital music etc.?
If you need to return a product that is capable of retaining user generated data such as mobile phones, MP3 players, computers etc., please note that assessment and/or repair of the product may result in the loss of data. The Core recommends you save any data as a backup, external to the device where possible.
c) What should I do if I have changed my mind and want to return a product?
Please choose carefully as The Core does not normally accept return of products where you have simply changed your mind.
d) What happens if I have purchased a product online and need to return it?
Products purchased online can be returned if they are faulty, and the fault did not arise through any misuse, abnormal use or negligent use of the product. Please ensure you retain your receipt as proof of purchase.
If you wish to return the product by mail, you will need to coordinate this through our Customer Service Team on 0800 002 759 and follow their instructions on how to return the product. You can also return the product to our store. In both cases, the returns procedure will be in accordance with those terms set out in this Returns Policy with accordance to the Consumer Guarantees Act.