Refund policy
Effective date: 15 July 2026
No change-of-mind returns
Spintech does not offer returns, exchanges or refunds if you simply change your mind, your circumstances change, the product is no longer suitable for your preferred use, or you find it cheaper elsewhere.
This policy does not limit any right or remedy you have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or another New Zealand law.
When you may be entitled to a remedy
Where the Consumer Guarantees Act applies, Acemate must be of acceptable quality, match its description and be fit for its usual purpose and any particular purpose that you made known to Spintech and reasonably relied on us to assess.
If the product does not meet an applicable guarantee, the remedy depends on the nature and seriousness of the problem:
- If the problem can be remedied and is not of a substantial character, Spintech may choose to repair the product, replace it or provide a refund. The remedy must be provided within a reasonable time and without charge.
- If the problem cannot be remedied, is of a substantial character, or is not remedied within a reasonable time, you may have the right to reject the product and choose a refund or replacement, subject to the Consumer Guarantees Act.
- You may also have rights concerning reasonably foreseeable loss caused by a failure to meet a consumer guarantee.
Nothing in this policy requires you to accept store credit instead of a remedy you are entitled to under law.
How to report a problem
Email hello@spintech.store as soon as reasonably practicable after discovering the problem. Include:
- your name and order number
- a clear description of the issue
- when the issue began
- relevant photos or video, where reasonably available
- any troubleshooting already completed
- the outcome you are seeking.
Spintech may ask reasonable questions or arrange inspection, remote troubleshooting or diagnostic steps before deciding what remedy applies. You do not need the original packaging to exercise a statutory right, although retaining packaging can help protect the product during transport.
Do not arrange an unauthorised repair before giving Spintech a reasonable opportunity to assess and remedy the problem, unless urgent action is reasonably necessary or the law permits otherwise.
Products damaged in delivery
If the package or product arrives damaged, contact hello@spintech.store as soon as reasonably practicable. Include your order number and available photos of the packaging and damage.
Spintech will handle the issue with the carrier. You are not required to resolve a delivery problem directly with the manufacturer or carrier.
Return transport and inspection costs
Do not send the product anywhere until Spintech provides authorised return or collection instructions by email.
Where an applicable consumer guarantee has been breached, Spintech will meet reasonable return or collection costs required to provide the remedy. If assessment shows that no consumer guarantee was breached, for example because damage was caused by misuse or accidental damage after delivery, Spintech may ask you to pay reasonable inspection and transport costs that were clearly disclosed and agreed in advance.
When a remedy may not apply
A remedy may not be available where the issue was caused by:
- change of mind
- misuse, neglect or accidental damage after delivery
- failure to follow reasonable safety, charging, operating or maintenance instructions
- unauthorised modification or repair that caused the problem
- a fault or limitation clearly disclosed before purchase and accepted by you.
This section applies only to the extent permitted by New Zealand law.
Refund method
Approved refunds will be made to the original payment method unless another method is agreed or required by law. Processing times may depend on the payment provider. Spintech will confirm when the refund has been issued.
Manufacturer warranty
Acemate provides a one-year limited manufacturer warranty starting on the date you receive the product.
To start a claim, contact Spintech at hello@spintech.store and provide:
- your order number or other proof of purchase
- the product serial number
- a clear description of the issue
- photos or video that show the issue, where reasonably available.
Spintech will assess the information, coordinate with Acemate manufacturer support where appropriate and provide authorised return, inspection or collection instructions by email. The product may need to be inspected.
The manufacturer warranty covers quality issues subject to its published terms and exclusions. It does not replace rights under New Zealand consumer law. Statutory rights may continue beyond the manufacturer warranty period where the Consumer Guarantees Act applies.
Business purchases
Statutory rights can differ where goods are acquired in trade for business purposes. Spintech’s standard online terms do not contract out of the Consumer Guarantees Act, including for standard club and coach orders. Any separately negotiated commercial arrangement must be expressly agreed in writing and comply with New Zealand law.