Refund & Returns Policy

Swing Pro Golf Simulators

Last updated: 8 October 2026

At Swing Pro Golf Simulators ("Swing Pro", "we", "us" or "our"), we are committed to supplying high-quality golf simulator products, equipment and installation services.

This Refund & Returns Policy explains how we manage returns, refunds, cancellations, damaged goods and warranty-related claims.

Swing Pro operates as a New Zealand sole-trader business.

Nothing in this policy excludes, restricts or modifies any rights or remedies that customers are entitled to under the Consumer Guarantees Act 1993 or other applicable New Zealand legislation.

1. Change-of-Mind Returns

Please consider your purchase carefully before placing an order.

Swing Pro does not generally accept returns, exchanges or refunds where a customer:

• Changes their mind after purchasing.

• Orders an incorrect product, size, colour or quantity.

• Finds a cheaper product elsewhere.

• No longer requires the product.

• Purchases an item that is unsuitable due to incorrect measurements or information supplied by the customer, where Swing Pro has not incorrectly advised on its suitability.

We may agree to accept a change-of-mind return at our discretion.

Any such arrangement must be approved by Swing Pro before the product is returned and may be subject to reasonable conditions relating to product condition, packaging, delivery expenses and restocking costs agreed with the customer.

This section does not affect statutory consumer rights.

2. Faulty, Defective or Incorrect Products

All products supplied by Swing Pro are subject to applicable New Zealand consumer protection laws.

Under the Consumer Guarantees Act 1993, consumer products must meet guarantees relating to acceptable quality, fitness for purpose and correspondence with their description.

If a product is faulty, defective, damaged due to a failure for which we are responsible, or materially different from its description, please contact us.

Where a problem can be remedied and is not substantial, Swing Pro may choose to repair, replace or refund the product within a reasonable time, in accordance with applicable law.

Where a failure is substantial, cannot be remedied, or is not remedied within a reasonable time, customers may be entitled to reject the product and choose a refund or replacement, or seek other remedies available under the law.

We will assess each claim fairly and in accordance with our legal obligations.

3. Custom-Made and Special-Order Products

Swing Pro may supply products manufactured, assembled, ordered or configured specifically for individual customers.

These may include:

• Custom-sized golf simulator enclosures.

• Impact screens and specialist screen assemblies.

• Custom-cut acoustic panels and finishing materials.

• Made-to-order simulator components.

• Specially ordered technology and equipment.

• Other products manufactured or modified to customer specifications.

These products are generally not eligible for change-of-mind returns.

Customers are responsible for reviewing and confirming measurements, quantities, finishes and specifications before approving a custom order.

Once an order has entered manufacturing, procurement or preparation, cancellation may result in costs that cannot reasonably be recovered.

Where cancellation is permitted, Swing Pro may retain or recover reasonable costs and losses incurred as a result, subject to the agreed terms and applicable law.

Custom-made products remain covered by any applicable statutory guarantees. Being custom-made does not remove a customer's rights where a product is defective, incorrectly supplied or otherwise fails to meet those guarantees.

4. Acoustic Panels and Building Materials

Customers purchasing acoustic panels, lining materials or other building products must ensure that the selected materials, dimensions, quantities and specifications are suitable for their intended application.

Where a customer orders incorrect quantities, colours or dimensions without receiving incorrect advice from Swing Pro, we are not generally required to provide a change-of-mind refund or exchange.

Products that have been cut, installed, glued, altered or otherwise modified by the customer may not be eligible for a discretionary change-of-mind return.

This does not affect any rights relating to defective products or products that do not meet applicable consumer guarantees.

5. Damaged Goods on Delivery

We take reasonable care when preparing and arranging delivery of our products.

If your order arrives damaged, please contact Swing Pro as soon as reasonably possible.

Where available, please provide:

• Your order number.

• Photographs of the damage.

• Photographs of the packaging.

• A description of the affected products.

Please retain the product and packaging where practical until we have provided further instructions.

For large or specialised products, we may arrange an inspection, collection or another suitable resolution.

Where goods arrive damaged due to circumstances for which Swing Pro is legally responsible, we will provide an appropriate remedy in accordance with applicable law.

We encourage customers to report transit damage promptly so that we can investigate the issue with the delivery provider. However, a delay in notification does not automatically remove any statutory rights.

6. Incorrect or Missing Items

If you receive an incorrect product or your order is missing an item, please contact us as soon as reasonably possible.

We will review the order details and arrange an appropriate resolution.

Where the error is attributable to Swing Pro, we will cover reasonable costs associated with correcting the mistake.

Customers will not be charged additional delivery costs to receive products originally ordered but incorrectly supplied or omitted due to our error.

7. Returning Products

Please contact Swing Pro before returning any product.

Returns must be arranged through our customer service process so we can provide the appropriate instructions.

Do not send products to our workshop, showroom or other business address without prior approval.

For discretionary returns approved by Swing Pro, products may need to be unused, complete and in suitable resale condition, with appropriate packaging.

Where products are faulty or do not meet applicable consumer guarantees, original packaging is not a mandatory condition of receiving a statutory remedy.

The return process for large, heavy or specialised equipment may require additional coordination.

8. Return Shipping Costs

For discretionary change-of-mind returns approved by Swing Pro, the customer will generally be responsible for return shipping costs unless otherwise agreed.

Where a product fails to comply with applicable consumer guarantees, Swing Pro will meet or reimburse reasonable return costs where required by law.

For large, heavy or difficult-to-transport products, please contact us before arranging freight so an appropriate collection or assessment process can be agreed.

If a returned item is assessed and no statutory or contractual remedy applies, the customer may be responsible for reasonable inspection and shipping costs where lawful and appropriately communicated.

9. Refund Processing

Where a refund is approved or required by law, Swing Pro will arrange payment within a reasonable time.

Refunds will generally be issued to the original payment method unless another lawful arrangement is agreed.

Processing times may vary depending on the payment provider or financial institution.

Where a statutory refund is required, we will not substitute store credit unless the customer agrees and the law permits it.

10. Order Cancellations

If you wish to cancel an order, please contact Swing Pro as soon as possible.

Whether cancellation is available will depend on the order status, the type of product, any agreed cancellation terms and applicable law.

For standard products, we may be able to accommodate a cancellation before processing or dispatch.

For special-order or custom-made products, cancellation may be restricted once materials have been ordered, preparation has commenced or manufacturing commitments have been made.

Where a cancellation is accepted and applicable law permits, reasonable costs and losses already incurred may be deducted from any refund, in accordance with the agreed terms.

If Swing Pro cannot fulfil an order, we will contact the customer to discuss the available options and provide a refund where appropriate.

Nothing in this section limits any statutory right to cancel an order or receive a remedy.

11. Custom Golf Simulator Installations

Custom golf simulator construction and installation services are generally quoted and agreed individually.

These projects may involve design work, specialised equipment procurement, building materials, labour and subcontractor commitments.

Cancellation, deposit, variation and refund arrangements for custom installation projects will be governed by the relevant accepted quotation, written project agreement and applicable New Zealand law.

Customers should review these documents before accepting a project quotation or paying a deposit.

Where a service fails to meet applicable consumer guarantees, the customer retains the remedies provided by law.

12. Third-Party Equipment and Manufacturer Warranties

Some products supplied by Swing Pro are manufactured by third-party brands.

These products may be covered by manufacturer warranties in addition to applicable statutory rights.

Where a product develops a fault, Swing Pro may work with the manufacturer to investigate the issue and arrange a suitable resolution.

Manufacturer warranty conditions may apply to claims made under those warranties.

However, manufacturer warranty conditions do not replace or reduce any statutory rights customers have against Swing Pro as the retailer.

13. Installation, Use and Maintenance

Products must be used and maintained in accordance with relevant instructions and safety requirements.

Swing Pro may not be responsible for faults or damage caused solely by:

• Incorrect customer installation.

• Improper operation or misuse.

• Unauthorised modifications.

• Accidental damage occurring after delivery.

• Failure to follow reasonable maintenance or operating instructions.

• Use outside the product's intended specifications.

These exclusions apply only where the relevant circumstances caused the problem and where they are consistent with applicable law.

They do not exclude liability for defective products, inadequate instructions or services for which Swing Pro is legally responsible.

14. Business Purchases

Swing Pro supplies products to both residential and commercial customers.

Where products or services are purchased for business purposes, the applicable rights and remedies may differ from those applying to consumer transactions.

Any agreement to contract out of statutory protections will only apply where expressly agreed in writing and where the relevant legal requirements are satisfied.

15. Consumer Rights

This policy operates alongside the rights and protections available under New Zealand law, including the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

Nothing in this policy is intended to exclude or restrict any statutory guarantee, remedy or consumer protection where doing so would be unlawful.

For further information about consumer rights in New Zealand, visit:

https://www.consumerprotection.govt.nz

16. Contact Us

If you have any questions about returns, refunds, cancellations or a problem with a product, please contact us.

Swing Pro Golf Simulators

Business structure: Sole Trader

Website: https://www.swingprogolf.nz

Email: sims@swingprogolf.nz

Phone: +64272426391

Business operator: Mike Ranson

Location: Auckland, New Zealand

Please include your order number and a description of your enquiry so we can assist you efficiently.

17. Changes to This Policy

Swing Pro may update this Refund & Returns Policy from time to time.

Any changes will be published on our website.

Changes will not retrospectively remove rights that customers have under an existing order, contract or applicable law.