Refund policy

Refund & Returns Policy – ACEV Online Shop (New Zealand)

At ACEV, we stand behind the quality of our EV parts and accessories. If something’s not right, we’ll do our best to fix it quickly and fairly.

🔁 Change of Mind Returns – 7 Days

We accept change of mind returns within 7 days of delivery if:

  • The item is unused, uninstalled, and in original packaging.
  • You provide proof of purchase (e.g. order confirmation or receipt).

Conditions:

  • Return shipping is at the customer’s cost.
  • We do not refund the original shipping fee.
  • A restocking fee may apply (especially for electronic components or special-order items).
  • Items must be received in resalable condition.

To arrange a return, please contact us at sales@acev.co.nz before sending the item back.

⚠️ Faulty or Defective Products

If your item is faulty, damaged on arrival, or not as described, you're entitled to a repair, replacement, or refund under the Consumer Guarantees Act 1993.

Please contact us within 7 days of receiving the item, and include:

  • Your order number
  • A description of the issue
  • Photos or video (if possible)

We’ll assess the issue and cover return shipping costs where applicable.

📦 Incorrect Items Received

If we ship the wrong item, we’ll correct it at no cost to you. Please let us know within 7 days so we can arrange the correct product or a full refund, and cover return shipping.

❌ Items Not Eligible for Return

For safety and quality reasons, we do not accept returns or exchanges for:

  • Used or installed items (e.g. batteries that have been connected, key fobs that have been programmed)
  • Electronic parts once opened or tested
  • Items marked Clearance or Final Sale
  • Products damaged due to incorrect installation or misuse

📨 How to Start a Return

Email us at sales@acev.co.nz with your order details. We’ll guide you through the return process and provide shipping instructions. We recommend using a tracked courier, as we are not responsible for lost or untracked returns.

We’re here to help – if you have any questions about your order or this policy, contact our friendly team at sales@acev.co.nz.