Refund policy

Refund policy

Refund policy Pacific Ears New Zealand Ltd

(Last updated: 11 September 2026)

Refunds, Replacements and Alterations

At Pacific Ears New Zealand Ltd, we understand the importance of customer satisfaction and compliance with the Consumer Guarantees Act 1993 (CGA).

Our products are crafted with meticulous attention to detail to meet your unique specifications and requirements. Consumers may be entitled to a refund, replacement, or repair if the product:

• Is faulty, damaged, or not as described, e.g. defective manufacturing, defective material and component failure.
• Does not meet the specifications provided by Pacific Ears to the consumer.
• Is objectively not fit for the intended purpose discussed at the time of purchase.

In other cases, it is at the sole discretion of Pacific Ears what the remedy for returning any product is.

Universal products can be returned to Pacific Ears within two weeks from the date of delivery. The products will only be fully refunded or credited if they are unused, in new condition and the packaging is not damaged or opened.

This two-week return arrangement is a voluntary change-of-mind policy and does not limit any rights or remedies available under the Consumer Guarantees Act 1993.

If you believe your product meets one of the criteria above, please contact our customer service team within a reasonable timeframe from receiving the product. We may require proof of purchase and details of the issue.

Upon assessing the issue, we will work with you to resolve it promptly. This may include offering a repair, replacement, a store credit or a refund if the issue cannot be rectified.

Please note that refunds may not be provided if the issue arises from a change of mind for any reason or incorrect specifications provided by the consumer at the time of ordering.

Where Pacific Ears confirms that a product has a problem covered by the Consumer Guarantees Act 1993, Pacific Ears will reimburse reasonable return costs already paid by the consumer, as required by law. Products repaired or replaced under warranty are shipped at Pacific Ears’ expense.

For any inquiries regarding refunds for products or to initiate a refund request, please contact our customer service team at info@pacificears.co.nz or +64 7 542 3659.

This policy is designed to ensure that our customers receive fair treatment in line with consumer rights under New Zealand law. We are committed to providing high-quality custom-made products and excellent customer service.

Eligibility for Full Refunds

Full refunds can be issued only in the following circumstances:

• The product is found to be faulty, damaged, or not as described.
• The product does not meet the specifications provided by Pacific Ears at the time of purchase.
• The product is objectively deemed unfit for its advertised and/or discussed intended purpose at the time of sale.

Generally, a full refund will be granted only if the product cannot be remedied, or if the remedy does not resolve the issue. This does not limit a consumer’s rights where a failure is of a substantial character, or where Pacific Ears does not remedy a failure within a reasonable time, under the Consumer Guarantees Act 1993.

In these circumstances, and at the sole discretion of Pacific Ears, the customer can be offered the choice of either a full refund or a 120% in store credit.

Where a consumer has a statutory right to choose a refund or replacement under the Consumer Guarantees Act 1993, store credit is an optional alternative only if the consumer chooses it and does not replace the consumer’s statutory choice of remedy.

Comfort & Subjectivity

Comfort is inherently subjective and, by itself, is not considered a “fit for purpose” issue. While Pacific Ears aims to ensure our products are as comfortable as possible—and we are happy to address fitting issues as part of our service—subjective comfort alone does not qualify a product as defective or unfit for purpose.

General Terms for Refunds and Store Credits

Pacific Ears New Zealand Ltd is not obligated to issue refunds or store credits unless required by applicable New Zealand law.

Refunds or store credits will only be issued upon the return of the product, unless Pacific Ears, at its sole discretion, waives the return requirement. Any such waiver must be provided in writing.

The issuance and value of store credits are determined solely by Pacific Ears, based on the specific circumstances of each case.

Store credits are valid for 365 days from the date of issuance. For example, credits issued on 1 October 2024 will remain valid through 30 September 2025.

Pacific Ears New Zealand Ltd is dedicated to providing top-of-the-line ear plugs, hearing protectors, earphones, and In-Ear Monitors that deliver unparalleled performance and durability. By investing in our premium products, you can enjoy long-lasting, superior quality that offers excellent value for your money, making them a cost-effective choice in the long run.

Pacific Ears New Zealand Ltd

70 Dickson Road, Papamoa Beach, Tauranga 3118, New Zealand

Email:

info@pacificears.co.nz

Phone: +64 7 542 3659