Towbar Express RETURN POLICY

Our aim is to work with our installers to minimise the cost to all parties.

The following process MUST be completed for ALL returned towbars, before freighting back:

1.     Call us 0508 666 000 to discuss the problem, for the best out come we suggest having the vehicle present.  

2.     Your Serial No. will be your reference no going forward.

3.     Completed the supplied Towbar Return Form prior to the return of the towbar. This will be emailed to you after the phone call. Return completed Form(s) to returns@towbarexpress.co.nz – you’ll need to complete one form per towbar.

4.     Approved returned towbars may incur the following fees, at Towbar Express’s discretion :

a.      $40+GST Towbar Restocking Fee

b.      Any freight costs must be agreed to by Towbar Express, prior to shipment.

5.     The returned towbar must be complete as originally supplied i.e. unmodified, with tongue, towball, nuts and bolts included in order to obtain a full credit.

 Credit Process

When a towbar is returned, with the above steps completed, the appropriate credit for the towbar (minus agreed freight and Restocking Fee) will be allocated to your account. Should a cash refund be required please contact us at accounts@towbarexpress.co.nz

Timeframe for return applications

Towbars will only be considered for return within three months of being dispatched from Towbar Express.

IN THE FOLLOWING SITUATIONS :

NOTE : These are examples only.

A phone call, Towbar Return Reference No and Towbar Return form are required before the towbar can be returned:

1.      Where we have made an error.

First, call us to discuss. We will manufacture the correct towbar and send to you as soon as possible (if we have the pattern). We will issue a new invoice for the correct bar. We will pay for the original bar to be returned to us and credit the original bar and the agreed freight charge on receipt of the original bar back into our store. Acceptance of any other costs is at our sole discretion. If this has created a problem for your customer, please advise us and we will endeavour to assist.

2.      Where you have made an error.

First, call us to discuss. You’ll then receive a Towbar Return Form.

We will manufacture the correct towbar and send to you (if we have the pattern). We will also issue a new invoice for the correct bar.

The original towbar can be returned at your cost, a credit will be issued to your account minus our $40+GST Restocking Fee + Freight cost on receipt of the original towbar into our warehouse.

3.      If you have concerns about whether the towbar will fit.

First, call us to discuss with the vehicle present. We will work with you to understand the issue. If the towbar does not fit, we will agree on a course of action from there.

4.      Non – Returnable and Rarely manufactured towbars.

These are not returnable and are not eligible for a refund.

5.      Where a towbar is ‘no longer’ required.

NOTE : Only towbars ordered within the last 3 months can be returned.  

First, call us to discuss. You’ll receive a Towbar Return Form. Towbars held in stock, no longer required, or those where a customer has cancelled an order (other than non-returnable and rarely manufactured towbars) may be accepted for return at the discretion of Towbar Express.

Return freight is at your cost and we will issue a credit for cost of the towbar, minus our $40 Restocking Fee + freight costs on receipt of the towbar back into our warehouse.

6.      Supply to a ‘Third party’

These are not returnable and are not eligible for a refund.

WHY IT’S IMPORTANT TO LET US KNOW ABOUT ISSUES

Towbar Express holds patterns for over a thousand vehicle variations. Variations within the same model can occur for several reasons including country of origin, facelift changes and even changes in component suppliers by manufacturers. It is impossible for us to know every car type with every variation, so we emphasise the importance of receiving your feedback.

With your feedback we can identify these differences and update our database, this helps us provide you with the most comprehensive reference site for correct towbar selection available.