Exchange & Return Policy
At Dorel New Zealand, we allow returns of your purchase only if the product you purchased has a manufacturing defect. To arrange for returns due to manufacturing defect, please contact our customer service at [email protected] within 7 days of receiving the goods.
Items purchased at an authorized Quinny retailer must be returned directly with the same retailer.
It is important that your products are in the same condition as they were delivered, with the original instructions, documentation, accessories, packaging and labeling being preserved.
Returned items will be carefully inspected to verify manufacturing defect. Once they are verified, we shall replace with a same product.
You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality.
Proof of Purchase
Your original Quinny register receipt / invoice is the best form of proof of purchase.
Once we have established proof of purchase, we will need to assess the product to determine the nature of the issue and how we can help you : repair or exchange.
In many situations, this will be a simple assessment by the Customer service centre. We will assess the product and determine whether:
The product has been damaged through abnormal use : Unfortunately Quinny cannot offer an exchange where the product has sustained damage due to abnormal use, whether this is identified by Quinny, the manufacturer or their agent. If it is identified through the assessment process that there is no fault with the product or that it has been damaged due to misuse, abnormal use or abuse. Quinny may require you to reimburse us for any costs we have incurred. This may take the form of postage costs in transporting your product to our technical assessment team.
Damaged or Incorrect Product delivered
We apologise for any inconvenience this may cause, we will resend the correct item to you as soon possible, please contact our Customer Service team on [email protected] (Monday to Friday, 8.30am - 4.30pm, closed on weekend and public holidays).
If you are experiencing problems operating your product, we strongly recommend that you contact Customer service centre on [email protected] (Monday to Friday, 8.30am - 4.30pm, closed on weekend and public holidays).
It is our experience that often when customers may believe the product they have purchased is faulty; it can be resolved with some basic 'troubleshooting'.
Quinny Return Policy
There is NO “change of mind” refund or return of the item purchased via the Online Store. All sales are final.
Quinny reserves the right to:
Assess the condition and age of returned goods prior to offering a repair or exchange. This may result in a repair or exchange being refused.