Refund Policy

Returns & Change of Mind

We accept returns within 7 days of delivery for change-of-mind purchases.

To be eligible:

  • Items must be unused, in original condition, and in original packaging
  • Proof of purchase is required
  • Returns must be approved by us before being sent back

Important – Include Return Details

When returning an item, you must include a note inside the package with:

  • Your name
  • Order number
  • Proof of purchase
  • A brief note explaining the return
  • Your contact details

Items returned without this information may not be processed and may be held until we can identify the sender.

Return address labels alone are not sufficient, as they can be damaged or lost in transit.

Non-Returnable Items

  • Items that have been installed, used, or modified
  • Special order or non-stock items (including items sourced specifically for your order)
  • Clearance or sale items (unless faulty)

Refunds

Once your return is received and inspected, we’ll confirm whether it has been approved.

If approved:

  • Refunds will be processed to the original payment method
  • Processing times may vary depending on your bank or payment provider

Payment Processing Fees

For change-of-mind returns, any non-refundable payment processing fees (e.g. credit card, Shopify, Afterpay, etc.) may be deducted from your refund.

We do not charge payment surcharges at checkout, but these fees are still incurred by us at the time of purchase and are not recoverable once the transaction is processed.

Large Orders / Special Orders

For high-value orders, bulk purchases, or items sourced specifically for you, we reserve the right to:

  • Apply a restocking fee
  • Offer a partial refund only
  • Decline change-of-mind returns entirely

We will communicate this clearly before processing your order where applicable.

Faulty or Damaged Goods

If your item arrives faulty or damaged, please contact us as soon as possible.

Under the Consumer Guarantees Act 1993 (New Zealand), you are entitled to a repair, replacement, or refund where applicable.

We will work with you to resolve the issue quickly.

Exchanges

We are happy to help with exchanges:

  • If the item is faulty or damaged
  • If you have ordered the wrong item

Items must be returned in unused, original condition.

If there is a price difference, we will either invoice or refund the difference.

Shipping Returns

  • Return shipping is at the buyer’s cost unless the item is faulty
  • Original shipping costs are non-refundable
  • We recommend using a tracked shipping service, especially for higher-value items

Return address:
Drive EV Service
Unit 2, 43 Manuka Street
Tauhara, Taupō
New Zealand

Late or Missing Refunds

If your refund has not appeared:

  1. Check your bank account
  2. Contact your payment provider
  3. Contact your bank

If you still need help, email us at ned@driveev.co.nz.