This page is a plain-language summary of our returns and refunds process. It should be read alongside our full Terms & Conditions, which will apply if there is any inconsistency. Your rights under the New Zealand Consumer Guarantees Act 1993 (CGA) always apply and may provide you with broader protection than what is set out here.
1. Proof of purchase
To help us process any return, refund or warranty claim, please keep your:
- order confirmation email; or
- invoice / receipt; or
- other proof of purchase (for example, a screenshot from your school’s purchase system).
We may ask to see this when you contact us.
2. Change-of-mind returns
We understand plans change and sometimes you may order the wrong item.
- We currently accept change-of-mind returns within 30 days of delivery for most products.
- Items must be:
- unused and in “as new” condition;
- with all parts, accessories, manuals and components; and
- in the original packaging where reasonably possible.
Shipping costs
- If you return a product because you’ve changed your mind:
- Return shipping is your responsibility; and
- We will not refund the original shipping cost shown on your order.
- We recommend a tracked service for returns, as you’re responsible for the item until it reaches us.
Inspection and approval
- We’ll inspect returned items once they arrive.
- If the item is not in resellable condition (for example, missing parts, damaged, heavily used), we may:
- decline the return; or
- offer a partial refund, at our discretion.
3. Items that arrive damaged or incorrect
If your order arrives damaged, faulty on arrival, or with the wrong items:
- Contact us as soon as reasonably possible after delivery at
info@littleengineers.co.nz
with:- your name and order number;
- a brief description of the problem; and
- clear photos of the products and packaging if there is visible damage.
- Please do not discard the packaging or product until we’ve had a chance to review the issue.
Once we’ve reviewed the information, we’ll work with you on a remedy, which may include:
- sending replacement parts or a full replacement set,
- asking you to return the item (at our cost), or
- providing a refund where appropriate.
Where a product problem is covered by the CGA, we will act in line with your rights under that Act.
4. Faults that appear later (CGA + our 1-year warranty)
Sometimes issues appear after you’ve started using the kit or equipment.
Your rights under the Consumer Guarantees Act (CGA)
If a product is faulty, does not work as it should, or is not of acceptable quality, you may have rights under the CGA.
Depending on the issue, this may entitle you to:
- a repair,
- a replacement, or
- a refund, particularly where the problem is substantial.
These rights apply regardless of any warranty period and cannot be limited or excluded.
Our additional 1-year warranty
In addition to your CGA rights, we offer a 1-year warranty against manufacturing defects on all physical products we sell, including third-party items supplied as part of a kit (for example, multimeters provided with our Electricity & Magnetism kits).
This warranty:
- runs for 12 months from the date of purchase, and
- covers manufacturing defects and faults that arise in normal, intended classroom or home use.
It does not cover:
- damage caused by misuse, modification, improper storage, or normal wear and tear, or
- loss or damage caused by external events (for example, water damage, power surges, or accidents).
Where both our 1-year warranty and the CGA could apply, the CGA takes priority if it provides you with a better outcome.
5. What we may not be able to accept as returns
We may not be able to accept returns or provide refunds where:
- products have been used heavily, altered, or damaged through misuse or incorrect assembly;
- components have been lost or discarded; or
- the product was supplied in line with your order and is not faulty, but is now significantly worn or past a reasonable lifespan.
If you are unsure whether your situation qualifies, please email us and we will review it with you.
6. How to request a return, refund or warranty claim
Please email us at info@littleengineers.co.nz with:
- your name and contact details;
- your order number and date of purchase;
- the product(s) you’re asking about;
- whether it’s a change-of-mind, faulty/damaged on arrival, or fault that appeared later; and
- any photos or short videos that help show the issue.
We may ask you for more information so we can assess the best remedy under our policies and the CGA.
Please wait for our instructions before sending any items back to us. Items returned without prior contact may take longer to process.
7. Refunds – how they are processed
Once a refund has been approved:
- We will process it to the original payment method where reasonably possible (for example, credit card or bank transfer used by your school).
- If that is not practical (for example, a school has changed finance systems), we’ll work with you to arrange an alternative method.
- Timing for the funds to appear in your account will depend on your bank or payment provider.
For change-of-mind returns:
- We will refund the product price (subject to inspection and any agreed deductions);
- We will not refund original shipping costs; and
- You are responsible for return shipping unless we have agreed otherwise in writing.
8. Questions
If you’re unsure how these rules apply to your situation, or you’d like to discuss a specific order, please contact us:
- Email: info@littleengineers.co.nz
We’re happy to talk through options and to make sure your rights under the Consumer Guarantees Act 1993 are respected.