Refund policy

Elite Marine — Returns & Refunds Policy

Operated by Elite Marine Limited | NZBN: 9429052510540 Email: info@elitemarinenz.com | Phone: 022 459 4412 Effective Date: May 2026

Overview

Elite Marine is operated by Elite Marine Limited (NZBN: 9429052510540), a New Zealand-registered business shipping marine parts and accessories to the United States of America. All orders are dispatched from our warehouse located at 76 Ranzau Road, Hope, Nelson 7020, New Zealand.

We want you to be satisfied with your purchase. If something is not right, this policy explains exactly how our returns and refunds process works. All information is accurate, verifiable, and consistent with our Google Merchant Center account and product listings.

Return Window

You have 30 days from the date of delivery to request a return.

Your request must be submitted within this 30-day window by emailing info@elitemarinenz.com with your order number and reason for return. After 30 days from the date of delivery, we are unable to accept return requests or process refunds.

Once your return request is approved, we will provide instructions and a return address. Items must be received back at our warehouse within a reasonable timeframe following approval.

Eligibility

To be eligible for a return, your item must be:

  • Unused and in the same condition as received
  • In its original, undamaged packaging
  • Accompanied by your order number or proof of purchase
  • Requested within 30 days of the delivery date

Non-returnable items:

  • Gift cards
  • Downloadable or digital products
  • Custom-made or personalised items
  • Items that have been installed, used, modified, or damaged after delivery

If you are unsure whether your item qualifies, contact us at info@elitemarinenz.com or call 022 459 4412 before sending anything back.

How to Start a Return

  1. Email info@elitemarinenz.com within 30 days of delivery
  2. Include your order number, the item you wish to return, and your reason for the return
  3. We will respond within 1–2 business days to confirm eligibility and provide return instructions including our return address

Do not send items back without prior written authorisation from our team. Unauthorised returns cannot be processed and may be returned to sender.

Return Shipping

Because we are a New Zealand-based business shipping to the United States, return shipping involves an international parcel travelling from your US address back to our warehouse in Nelson, New Zealand.

  • Return shipping costs are the responsibility of the customer unless the return is due to our error or a confirmed product fault
  • We strongly recommend using a tracked and insured international shipping method — we cannot be held responsible for return parcels lost or damaged in transit
  • Return shipping costs are non-refundable unless the return is the direct result of our error or a confirmed product defect
  • Please email us at info@elitemarinenz.com before dispatching your return so we can confirm the correct return address and provide any relevant guidance

Refund Processing

Once we receive your returned item at our warehouse in Nelson, New Zealand, we will inspect it and notify you by email of the outcome within 2 business days of receipt.

If your return is approved:

  • Your refund will be processed and issued to your original payment method within 7 business days of us receiving and approving the returned item
  • You will receive a confirmation email once the refund has been issued
  • Your bank or card provider may take additional time to post the refund to your account — this is outside our control. If you have not seen the refund after 7 business days of our confirmation email, please check with your bank or payment provider before contacting us

If your return is not approved (for example, the item shows signs of use, installation, or damage not caused by us), we will notify you by email and arrange to return the item to you.

Timeline summary:

Stage Timeframe
Submit return request Within 30 days of delivery
Our response to your request 1–2 business days
Ship item back to NZ Customer arranges after approval
Inspection after we receive item Within 2 business days of receipt
Refund issued (if approved) Within 7 business days of approval
Bank processing time Varies by bank — typically 3–5 additional business days

Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or different from what was described in your order, contact us at info@elitemarinenz.com or call 022 459 4412 as soon as possible after delivery. Please include:

  • Your order number
  • A clear description of the issue
  • Photos of the item and packaging showing the damage or fault

In these cases:

  • Return shipping costs are covered by Elite Marine
  • We will arrange a replacement or issue a full refund at your choice
  • You do not need to return the item before we begin processing a resolution in cases of confirmed damage or fault — we may request photos as sufficient evidence

No Restocking Fees

Elite Marine does not charge restocking fees on any eligible return. The amount refunded will be the full purchase price of the returned item(s), excluding original shipping charges unless the return is due to our error or a product fault.

Customs & Duties on Returns

Because returns travel internationally from the US back to New Zealand, please be aware:

  • Mark your return parcel clearly as "Returned Goods" on any customs documentation
  • Declare the contents accurately on customs forms
  • We are not responsible for any customs fees, taxes, or delays incurred on return shipments
  • Incorrectly declared return parcels may be held or incur charges at NZ customs, which may delay your refund

Contact us at info@elitemarinenz.com if you need guidance on how to complete customs documentation for your return.

Our Commitment to Honest Trading

Elite Marine is committed to accurate, transparent, and honest business practices. Our returns policy is clearly stated, consistently applied, and consistent with the information displayed in our Google Merchant Center account and product listings. We do not impose hidden conditions, undisclosed fees, or unfair terms on any customer.

We will never:

  • Misrepresent the returns process or refund timeline
  • Impose restocking fees not disclosed in this policy
  • Refuse eligible returns that meet the conditions set out above
  • Misrepresent our business location or identity in any communications

Contact Us
Email info@elitemarinenz.com
Phone 022 459 4412
Response Time 1–2 business days (Monday–Friday, NZST)
Business Elite Marine — operated by Elite Marine Limited
NZBN 9429052510540
Warehouse 76 Ranzau Road, Hope, Nelson 7020, New Zealand

Elite Marine Returns & Refunds Policy — Elite Marine Limited — NZBN: 9429052510540 — Effective May 2026