At The Club Plug, we want our customers to have confidence when purchasing from us. As many of our products are pre-owned, each item may show varying levels of wear and is individually photographed, described and condition-rated where applicable.
This policy applies in addition to your rights under the Consumer Guarantees Act 1993 (CGA). Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the CGA.
WHEN AM I ELIGIBLE FOR A RETURN?
You may be eligible for a return or other remedy where an item:
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Is materially different from how it was described or represented on our website.
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Has a fault or defect that means it does not meet the guarantees required by the Consumer Guarantees Act.
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Is covered by Club Plug Protection and has suffered eligible physical breakage during the protection period.
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Is otherwise eligible for a remedy under New Zealand consumer law.
If you believe there is an issue with your item, please contact us at support@theclubplug.co.nz as soon as reasonably possible after discovering the issue.
We may ask you to provide:
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Your order number, receipt or other proof of purchase.
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A detailed description of the issue.
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Photos or other information reasonably required for us to assess the item.
PRE-OWNED CLUBS AND CONDITION
The majority of golf clubs sold by The Club Plug are pre-owned. Signs of previous use and normal wear are therefore expected.
Where applicable, we provide photographs and a condition rating to help customers understand the condition of an item before purchasing.
When assessing an issue with a pre-owned product, relevant circumstances may include the item's age, price, condition at the time of sale, description, disclosed wear and the nature of the product.
Wear, cosmetic damage or other characteristics that were clearly disclosed or reasonably apparent at the time of purchase will not generally constitute a fault simply because the item is pre-owned.
This does not limit any rights you may have under the Consumer Guarantees Act.
WHEN A RETURN WILL GENERALLY NOT BE ACCEPTED
We do not offer returns, refunds or exchanges simply because:
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You have changed your mind.
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You ordered the wrong item, specification, shaft, flex, loft, length or other characteristic where this was correctly described on the product listing.
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You decide after receiving or using the club that it does not suit your swing, preferences or playing style.
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You no longer want or need the item.
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The issue relates to wear, marks or condition that were disclosed or reasonably apparent when the item was purchased.
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The item has been damaged by the customer or another person rather than as a result of a fault for which The Club Plug is responsible under the Consumer Guarantees Act. Certain accidental physical breakage may, however, be covered separately under Club Plug Protection.
Nothing in this section limits your rights where the Consumer Guarantees Act applies.
FAULTY OR DEFECTIVE PRODUCTS
If you believe your item has developed a fault or defect, please contact us as soon as reasonably possible after discovering the issue.
We will assess the item and the circumstances of the claim. Depending on the nature of the issue and your rights under the Consumer Guarantees Act, an appropriate remedy may include a repair, replacement or refund.
We may require the item to be returned to us for inspection before determining the appropriate remedy.
Damage caused by the customer or another person is not considered a product defect merely because it occurred after purchase. This is separate from any additional accidental breakage cover provided under Club Plug Protection.
CLUB PLUG PROTECTION
Club Plug Protection is an optional paid protection product that provides additional cover beyond your rights under the Consumer Guarantees Act 1993.
Purchasing Club Plug Protection does not replace, restrict or affect any rights or remedies you may have under the Consumer Guarantees Act. You do not need to purchase Club Plug Protection to receive any protections you are entitled to under New Zealand consumer law.
Where Club Plug Protection has been purchased for an eligible item, the club is covered for 100 days from the date of delivery against eligible accidental physical breakage.
WHAT CLUB PLUG PROTECTION COVERS
Club Plug Protection covers accidental physical breakage that affects the normal use of the club during the 100-day protection period.
This may include accidental breakage of the clubhead, shaft or other structural components, regardless of whether the breakage would otherwise qualify as a product defect under the Consumer Guarantees Act.
For an approved Club Plug Protection claim, The Club Plug may:
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Repair the damaged club or component.
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Replace the damaged component.
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Replace the club with a comparable item.
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Provide store credit up to the amount originally paid for the covered item.
The appropriate remedy will depend on the nature of the damage and the most appropriate way to resolve the claim.
CLUB PLUG PROTECTION DOES NOT COVER
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Normal wear and tear.
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Cosmetic marks, scratches, dents, paint wear or other cosmetic deterioration that does not prevent the club from being used as intended.
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Worn or damaged grips.
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Loss or theft.
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Deliberate, reckless or intentional damage.
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Damage caused by unauthorised modifications or repairs.
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Fraudulent or misleading claims.
Club Plug Protection is limited to one approved protection claim per covered item.
If you wish to make a Club Plug Protection claim, please contact sales@theclubplug.co.nz with your order details, a description of the issue and relevant photographs.
We may require the item to be returned to us before approving or resolving a Club Plug Protection claim.
A claim that is not covered by Club Plug Protection may still be eligible for a remedy under the Consumer Guarantees Act.
ITEMS DIFFERENT FROM THEIR DESCRIPTION
If an item is materially different from how it was described or represented on our website, please contact us as soon as reasonably possible after receiving the item.
Please provide details and photographs showing the issue so we can assess the claim and provide an appropriate remedy where required.
RETURN PROCESS
If you believe you are entitled to return an item or make a Club Plug Protection claim, please contact us at sales@theclubplug.co.nz before sending the item back.
Please provide:
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Your order number, receipt or other proof of purchase.
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A detailed description of the issue.
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Relevant photographs or other supporting information.
We will review the information provided and may request further information or require the item to be returned for inspection.
If a return is required, we will provide you with return instructions.
Once the item has been received and assessed, we will confirm the appropriate outcome.
Where a refund is the appropriate remedy under the Consumer Guarantees Act, it will generally be processed back to the original payment method.
Where a claim is being resolved under Club Plug Protection, the applicable remedy may instead be a repair, replacement, replacement component or store credit.
RETURN SHIPPING
For returns that are not related to a fault, incorrect description, an approved Club Plug Protection claim or another matter for which The Club Plug is responsible, the customer is responsible for any return shipping costs.
Where The Club Plug is responsible for an issue and the Consumer Guarantees Act entitles you to recover reasonable return costs, we will meet our obligations under the Act.
For approved Club Plug Protection claims, return shipping will be handled in accordance with the Club Plug Protection terms.
CONSUMER GUARANTEES ACT
Nothing in this Return and Refund Policy, including the Club Plug Protection provisions, is intended to exclude, restrict or modify any rights or remedies available to consumers under the Consumer Guarantees Act 1993 or any other applicable New Zealand consumer law.
Club Plug Protection provides additional contractual benefits and is not required in order to receive the protections provided by the Consumer Guarantees Act.
If you are unsure whether your situation is covered by this policy, please contact us at sales@theclubplug.co.nz and we will assess your circumstances.