Returns, Cancellations & Refund Policy

We understand that circumstances can change. This policy explains how order cancellations, change-of-mind returns, faulty products and refunds are handled by Fuegos.

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Order Cancellations

You may request to cancel an order at any time before it has been dispatched.

For cancellations resulting from a change of mind, Fuegos may deduct any payment processing fees that were charged when the order was placed and are not returned to us by the payment provider. The amount deducted will be limited to the actual non-refundable processing cost incurred by Fuegos.

Once an order has been dispatched, it cannot be cancelled. You may instead request a return under our Change-of-Mind Returns policy below.

To request a cancellation, email hello@fuegos.co.nz as soon as possible and include your order number.

Change-of-Mind Returns

Change-of-mind returns may be accepted within 7 days of delivery, provided that:

• The product has not been used, assembled, installed or damaged.

• The product is returned in its original condition and packaging.

• All parts, accessories, manuals and packaging are included.

• You provide proof of purchase.

• Fuegos approves the return before the product is sent back.

Customers are responsible for all return delivery and insurance costs associated with a change-of-mind return.

Original delivery charges and non-refundable payment processing fees will not be refunded for change-of-mind returns.

Fuegos reserves the right to refuse a change-of-mind return if the product is used, damaged, incomplete or not returned in a resalable condition.

Products Not Eligible for Change-of-Mind Returns

We do not accept change-of-mind returns for:

• Food products, including Salsa Brava products.

• Used, assembled or installed grills, heaters or accessories.

• Custom-made, personalised or specially ordered products.

• Clearance, final-sale or ex-display products where this was clearly stated before purchase.

• Gift cards or workshop vouchers.

These exclusions do not apply when a product is faulty, damaged, incorrectly supplied or otherwise fails to meet your rights under New Zealand consumer law.

Pre-Orders and Special Orders

Pre-orders and specially ordered products may be cancelled before production or supplier commitments have been made.

If production, international shipping or other non-recoverable costs have already been committed, Fuegos may deduct the reasonable costs directly incurred as a result of the cancellation, including non-refundable payment processing fees.

Any applicable cancellation conditions will be communicated when the pre-order or special order is placed.

Faulty, Damaged or Incorrect Products

If your product arrives damaged, faulty, incorrectly supplied or does not meet the guarantees required under the New Zealand Consumer Guarantees Act, please contact us at hello@fuegos.co.nz.

Please include:

• Your order number.

• A description of the issue.

• Photographs or video showing the problem, where reasonably possible.

We recommend contacting us within 48 hours if an item has been damaged during delivery so we can raise the issue promptly with the freight provider. This timeframe does not limit your legal rights.

Depending on the circumstances and the requirements of New Zealand consumer law, Fuegos may arrange a repair, replacement or refund.

Fuegos will cover reasonable return delivery costs when a return is required because a product is faulty, damaged or incorrectly supplied.

Refunds

Approved refunds will be returned to the original payment method.

For change-of-mind cancellations and returns, the refund may exclude:

• Non-refundable payment processing fees.

• Original delivery charges.

• Return delivery or collection costs.

• Reasonable costs already incurred for custom, pre-order or specially ordered products.

No payment processing fee will be deducted when a refund is required because a product is faulty, damaged, incorrectly supplied, cancelled by Fuegos or otherwise covered by New Zealand consumer law.

Once issued, refunds generally take 5–10 business days to appear in your account. Processing times depend on your bank or payment provider and are outside Fuegos’ control.

Returning a Product

Do not return a product without contacting us first.

Email hello@fuegos.co.nz with your order number and reason for the return. If the return is approved, we will provide the correct return address and instructions.

Products remain the customer’s responsibility until safely received and inspected by Fuegos. We recommend using a tracked and insured delivery service.

Contact

For cancellations, returns or refund enquiries, contact:

Fuegos
Email: hello@fuegos.co.nz
New Zealand