Refund policy

Returns, Refunds & Warranty

We stand behind every part we sell. Here is how returns, refunds and warranty claims work at ePartners, so you know exactly where you stand before you order.

Return window 30 days from delivery for unused items in original condition. Return shipping is at your cost.
Arrived faulty or incorrect We repair, replace or refund, and cover reasonable shipping back to us.
Warranty 12 months from delivery against manufacturing and material defects.
Money back Credited to the card or account you paid with, within 5 business days of approval.

Something wrong with your order?

Please check your parcel when it arrives. If a part was damaged in transit, doesn't perform as described, or isn't what you ordered, tell us within 7 days of delivery. Send your order number with a photo or short clip of the issue and we'll arrange a repair, replacement or refund, including reasonable shipping costs to get the item back to us. Issues that show up later are handled under our warranty below.

Changed your mind?

No problem. You have 30 days from delivery to send an item back for a refund, as long as:

  • it hasn't been soldered, wired up, programmed, altered or otherwise used
  • it's in the packaging it came in and can be resold as new
  • your order number or receipt is included

Shipping for change-of-mind returns is your responsibility, and the delivery fee on your original order isn't refundable.

Not eligible for change-of-mind returns

Because they can't be resold as new, we're unable to take back the items below unless they're faulty. Our warranty and your consumer rights still apply to them.

  • parts that have been soldered, installed, programmed or altered
  • consumables once the seal or container has been opened, such as solder, flux and glue
  • wire, heat-shrink tubing and other products cut to your requested length

Our 12-month warranty

Everything we sell carries a 12-month warranty from the delivery date, covering manufacturing and material defects under normal use within the product's rated specifications.

Tip: test boards, modules and sensors before you solder them in. Soldered parts are still covered for manufacturing faults, but the warranty doesn't apply to damage from:

  • soldering or desoldering (for example overheating, solder bridges or lifted pads)
  • incorrect wiring, reversed polarity, over-voltage or over-current
  • static discharge, physical impact, liquid damage or modification
  • use beyond the product's rated specifications
  • normal wear and tear

Starting a return

  1. Email support@epartners.co.nz with your order number, the item(s) you're sending back and why. For a fault, attach a photo or video.
  2. We'll reply, normally within one working day, with a return approval and instructions.
  3. Package the item carefully and send it to the return address given in our reply.
  4. When it reaches us, we'll check it over and email you the result.

Please wait for our reply before posting anything back. For parcels worth over $75, use a tracked service.

When you'll get your money back

Once a refund is approved, we credit your original payment method within 5 business days. Your bank or card provider may need a little extra time to show it. Still nothing after 10 business days? Let us know and we'll follow it up.

Want a different item?

We don't do direct swaps. Return the original for a refund and place a new order for the item you'd prefer. If your item was faulty, we'll send a replacement as long as it's in stock.

Your consumer rights

This policy sits alongside, and doesn't reduce, your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

Questions?

Email support@epartners.co.nz and our team will reply Monday to Friday.