Product Returns & Warranty Policy
Bug Patrol Ltd aims to deliver the highest quality products. We are committed to customer satisfaction; if you are not completely satisfied with our products, they may be returned for an exchange, credit note, or refund under the following conditions:
Return Address: Bug Patrol Ltd 24 Alison Road, Surfdale, Auckland 1081, New Zealand
Return Window (Standard): Products may be returned for up to 30 days after purchase.
Condition of Returned Goods: All goods must be returned in their original packaging, and both the goods and packaging must be in brand-new condition. If you do not comply with these instructions, we will refuse a refund.
Unclean Items & Fees: Units returned in a dirty condition will not be accepted. We reserve the right to charge a cleaning fee if units are unclean, plus the cost to replace any damaged parts.
Repackaging Fee: If you have lost the packaging or if it is unusable for resale, a 15% repackaging fee will apply.
Change of Mind Policy: If you have changed your mind, you may return your item within 14 days of delivery, provided it is unopened and in new condition. Return shipping costs are the buyer’s responsibility. Once received and verified by our returns team, you will receive an account credit valid for any products in our store.
Exclusions: Bed Bug Mattress & Pillow Protectors cannot be returned once opened.
Return Authorization Number (RAN): Before returning any goods, you must obtain a Return Authorization Number (RAN) by email. Failure to obtain an RAN will result in non-refund of the item.
Faulty or Damaged Goods:
We undertake to replace or repair any faulty goods within the guarantee period or reimburse you for any product delivered in a faulty or damaged condition.
If you wish to return a faulty or damaged product, you must notify us by telephone first.
Products that are faulty must be returned clean and carefully packaged for repair or replacement.
If we are unable to replace or exchange returned goods at the time of return, we will reimburse your credit card for the amount initially debited, including original packaging and postage charges.
Unauthorized Repairs: Any product subjected to unauthorized repairs will have its warranty and return policy automatically cancelled.
Return Shipping & Risk: Shipping charges for returned purchases (excluding damaged or incorrect orders) will not be refunded.
Returned goods remain at the purchaser’s risk until received by Bug Patrol Ltd.
Refund Processing Time: All approved refunds can take up to 14 business days to process.
Need help?
Contact us at {email} for questions related to refunds and returns.