Returning an Item

Returning an Item - FAQs

  1. How do I exchange or return an item?

    A: To return an item for an exchange or refund, it must be returned within the specified warranty period.

    All items should be returned in the original packaging, with their Certificate of Authenticity to: THE BRADFORD EXCHANGE, PO BOX 147811, PONSONBY AUCKLAND 1144

    Please ensure you fill out and return the Product Return Form on the reverse of your original invoice explaining the reason for the return, and your request for a replacement, exchange or credit/refund.

    With NZ Postal Shops being closed during the lockdown, we recommend that you hold onto your item until the lockdown is lifted.

    When we receive your return we will promptly issue an exchange, replacement, or refund via a cheque or a credit to your credit card, if a refund is due, within 10 working days. Credit card processing rules allow us to refund the credit ONLY to the card that was originally used to make payment.

    Please note: We DO NOT reimburse for return shipping expenses for items returned.

  2. What do I do if my product is damaged or faulty?

    A: If you received a broken or damaged item, the entire contents of that particular shipment must be returned for a replacement within the specified warranty period using our Product Return Form (see related information above). All items should be returned in the original package.

    Please contact us by phone or email to obtain our return address for faulty/damaged items.

  3. How do I check the status of a returned item?

    A: Please contact us directly to check the status of your return for any item ordered via the Internet, phone or mail from The Bradford Exchange. You can contact our Client Service department at 09 829 0475 Monday-Friday, between 10:00am and 7:00pm (NZST) and one of our friendly team members will be able to assist you with this.

    Orders and returns sent using our Product Return Form can take from 10 to 15 business days for transit and processing.