Returns & Exchanges

We understand that sometimes things don’t work out as expected so we accept returns which meet the following conditions:

  • Items must be in original, unused condition complete with original packaging, instruction manuals etc.
  • Items must be returned within 14 days.
  • Must include invoice as proof of purchase.
  • Must contact our team at info@pellethub.co.nz to arrange the return.
  • You will need to arrange a transport company to pick up and return the item. We suggest obtaining a tracking number.
  • If an item is faulty, please contact our team at info@pellethub.co.nz to assess the issue before sending the item back.

Returns FAQ

I think my item is faulty, what should I do?

Please contact our team at info@pellethub.co.nz to first troubleshoot your product. If we determine there may be a fault, we will organise and pay for the product to be returned to us or to the supplier for assessment before a refund or exchange is offered.

Is it free to return?

We do not charge a restocking fee if you have simply changed your mind and decide to return the items. However, any return courier or freight charges will not be reimbursed. However, if your item is deemed faulty, we will pay for and arrange for your item to be returned.

Have you received my returned item?

Please contact our friendly team at info@pellethub.co.nz.

How long until I receive a refund?

For online purchases returned by courier, please allow us 7 working days from the date the item arrived back to us.

I have received the wrong items, what should I do?

Please contact our friendly team at info@pellethub.co.nz. They will be more than happy to assist you.