Store Returns & Refunds

Please note that the following policies refer to any products purchased from the PlanGo New Zealand store. This does not cover tours or activities which need to be resolved direct with the tour operators.

 

Return Policy

• You can return most items within 30 days of delivery. Start the return process within 30 days of receiving your item.

• Returned items must be in new or unused condition, with all original product inserts and accessories.

• For buyer's remorse returns (e.g., item didn't fit, changed your mind), shipping costs will be the responsibility of the customer.

• We will refund the cost of the merchandise and shipping charges if the return is a result of our error or defective product.

• We must receive your return within 45 days of the delivery date to you.

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Exceptions to the Return Policy

• Items marked as Non-Returnable on the product page cannot be returned.

• Defective items, items damaged upon receipt, or incorrect items received may be returned without penalty. Your shipping charges will be waived.

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Exchanges and Replacements

• We do not offer exchanges on products.

• For damaged or defective items from orders placed through PlanGo New Zealand's website, you may request a replacement. 

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How to Return Your Order

• Login to your MyAccount page and fill out the "Support Options" form and select "Shop Returns & Refunds".

• Customer Care will contact you within 1-5 business days with additional instructions or queries.

• Print your return shipping label or obtain the return address from our Customer Care team. We will also provide you with the Return Merchandise Authorization (RMA) number.

• Write the RMA number on the package.

• Ship your package back through UPS (or any reliable, traceable carrier). If returning on your own, we highly recommend purchasing shipping insurance. 

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Store Credit Refund Policy

PlanGo New Zealand does is not responsible for refunds related to booking activities via this website. Please read our Terms and Conditions regarding third party bookings and refunds.

 

The PlanGo New Zealand website sources products from a diverse range of suppliers. If your product arrives damaged you can raise a support request to process a store credit. We do not provide refunds.

We thoroughly inspect all items when they arrive at our returns facility. We will refund the full cost of the merchandise and all original shipping charges if your return is a result of our error or a defective product. If the return is not a result of our error, we will refund the cost of the merchandise in the form of a store credit minus the original shipping charge, insurance, and return shipping fees. We do not provide credit card refunds.

You can expect to receive your store credit added to your PlanGo New Zealand account within four weeks of shipping your package back to us. In many cases you will receive a credit sooner, but we estimate four weeks based on these factors:

• The time required for return shipping (up to 14 days)

• Product inspection at our return facility (up to 5 business days)

Once we issue your credit, we send you an email with your credit details. If you have any questions or concerns about credit card use on our site or fraudulent activity, please contact your financial institution.

In-store credit is added directly to your PlanGo New Zealand account and is immediately available for your use. If you don’t see it immediately, you may need to log out and log back into your account.

In store credit is applied automatically at check out. Your available in store credit balance will be used to cover all or parts of the balance of your order until it has been used in full.

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You can check your in-store credit by logging into MyAccount and checking the Payment Preferences & Balances under Account Settings.

 

How to submit a refund request

1. Login to your PlanGo Account

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2. Select "Support Options" 

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3. Make sure you select "Shop Returns & Refunds" from the drop down list then fill out the other areas of the form and press "Send". 

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4. Our team will review your submission between 1-5 business working days and contact you direct with more information/or instructions.

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5. Print your return shipping label or obtain the return address from our Customer Care team.

• Write the RMA number on the package.

• Ship your package back through UPS (or any reliable, traceable carrier). If returning on your own, we highly recommend purchasing shipping insurance. 

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Errors on Our Site

Prices and availability of products and services are subject to change without notice. Errors will be corrected where discovered, and PlanGo New Zealand reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted and whether or not the order has been confirmed and your credit card charged. 

Please make sure you have read and understand the Store Shipping Policy & FAQ's 

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