Returning Faulty or Damaged Products

At Mitre 10, we know it’s important that the products you buy do what they’re meant to do. If you’ve purchased an item that’s faulty or damaged, we’re here to help and will work with you to sort it out.

Recognising Faulty or Damaged Products

A product may be considered faulty if it:

• Doesn’t function properly
• Arrives damaged
• Is not fit for its intended purpose

Check for visible damage, missing parts, or faults during normal use. Your rights under the Consumer Guarantees Act apply and Mitre 10’s returns policy ensure you’re covered within the warranty period.

Steps to Return a Faulty Item

1. Bring the faulty product and your receipt or proof of purchase to your nearest Mitre 10 store.
2. Our team will assess if the issue is covered under warranty.
3. If the warranty is valid, we’ll arrange a replacement, repair, or refund.
4. If the product is outside the warranty period, we may send it to the supplier for further assessment.

What to Bring with You

• Original receipt or proof of purchase
• The faulty or damaged product (with all original components and packaging where if possible)
• Personal ID

Supplier Assessment and Resolution

If your product is outside its warranty period but may still have a fault, we can send it to the supplier for assessment. The supplier will investigate and advise on the appropriate resolution, which may include repair, replacement, or refund. In these cases, the final decision sits with the supplier. 

Need Additional Help?

Our locally owned stores across New Zealand are here to help make the returns process straightforward. Whether it’s a small fix or a big replacement, we’re here for you. Visit your nearest Mitre 10 or contact us online for further assistance.