What should I do if I receive a damaged or faulty product?

Oh no, we're genuinely sorry that your product isn't up to par. Let's make things right. If you find any damages or faults, please contact us within 24 hours and include: Your original order number. The product name. Clear photos or videos of the problem, including both the item and its carton. The batch number—it's a game-changer! Look for a black number starting with the letter '5' on the item's outer packaging. This ensures we send matching replacements. Details on affected panel(s) and hardware, referencing the provided assembly instructions. Mention panel numbers and quantities. Just a heads-up: If you try assembling a damaged product, we won't be able to cover any extra costs you incur. So, hang onto all the packaging until we've sorted things out. Couriers won't pick up assembled items. Remember, if you're sending a product back, make sure it's well-protected for its journey. Unfortunately, couriers won't accept loose items. Thanks for understanding, and we'll work swiftly to resolve this for you!

Returns & Refund Policy

We want you to love Space General products. But if you’re having second thoughts, we make returns as simple as possible.

We want you to be 100% happy with your purchase. If you change your mind about a product purchased or simply wish to return it, you are welcome to do so for a full refund or exchange. The only conditions applying to change of mind returns are as follows:

You must complete your return within 30 days of the date of your order arrived
The original shipping costs to you are not refunded.
The shipping for the return will also be at the cost of the buyer.
Please ensure that the item remains unopened and in mint condition. Kindly note that Space General retains the right to reject the return or, at its discretion, impose a restocking fee of 20% for the returns, should the item not meet these criteria.

To initiate an exchange or a return, please send an email to contact@spacegeneral.co.nz that includes your order number, few photos of your order, the condition of your product, and the reason for the return.

Once a member of our team has assessed your issue, we will contact you with the status of your replacement or refund. Please allow for up to 2 business days to hear a response from us.

FAQs

We totally understand that sometimes you might change your mind about something you've bought. Alongside your rights under the Consumer Guarantees Act (including those for any pesky faulty items), we've got a Change of Mind Return Policy just for you.

If within 30 days you decide an item isn't quite right, and it's still unused and in its unopened packaging, you can send it back to us. We'll happily give you a full refund or store credit for your next shopping spree.

Please note: the original shipping fees aren't refundable.

For all returns:

Items must be unused and in their original condition, with unopened packaging.
You'll bear the return shipping costs.
'Clearance' items are non-returnable.

Your satisfaction means the world to us. If you're thinking about returning an item, whether it's due to a change of mind or a faulty product, please check out the necessary conditions. If everything lines up, drop us an email at contact@spacegeneral.co.nz. We're here to help!

Oh no, we're genuinely sorry that your product isn't up to par. Let's make things right. If you find any damages or faults, please contact us within 24 hours and include:

Your original order number.
The product name.
Clear photos or videos of the problem, including both the item and its carton.
The batch number—it's a game-changer! Look for a black number starting with the letter '5' on the item's outer packaging. This ensures we send matching replacements.
Details on affected panel(s) and hardware, referencing the provided assembly instructions. Mention panel numbers and quantities.

Just a heads-up: If you try assembling a damaged product, we won't be able to cover any extra costs you incur. So, hang onto all the packaging until we've sorted things out. Couriers won't pick up assembled items.

Remember, if you're sending a product back, make sure it's well-protected for its journey. Unfortunately, couriers won't accept loose items.

Thanks for understanding, and we'll work swiftly to resolve this for you!

We've endeavored to provide comprehensive details on our product page, including the product's dimensions. Should you have any queries about the size, please contact us before making a purchase.

If, after receiving the product, you find that its size doesn't fit your space, please retain the original packaging and get in touch with us immediately if you wish to return it. In such instances, the buyer will bear the shipping costs.

When it comes to processing credits, refunds, or replacements, rest assured, we're on top of it! As soon as your returned item arrives at our warehouse, we'll initiate the necessary procedures.

Upon approval of the return, you'll get an email detailing the next steps. Kindly be aware that all returns are processed to the original mode of payment and strictly to the original buyer.