FE Group Limited trading as BBQParts.co.nz
Last updated: 12 January 2026
1. Shipping Information
1.1 Delivery Timeframes
Delivery timeframes vary depending on your location within New Zealand.
We do not display delivery estimates at checkout, as courier network conditions and regional distances can affect actual delivery times.
Most orders are dispatched from Hawke’s Bay, while some items may ship directly from our suppliers. This means delivery times may differ between items in the same order.
1.2 Shipping Costs
Shipping fees are calculated at checkout based on parcel size, weight, and delivery location. Rural delivery may incur additional charges.
1.3 Order Processing
Orders are processed as quickly as possible during business hours.
Orders placed on weekends or public holidays will be processed on the next business day.
1.4 Delivery Partners
We use trusted courier and freight companies to deliver your order.
Your name, address, phone number, and email may be shared with these partners solely for delivery purposes.
1.5 Risk of Loss
Risk transfers to you once the parcel is handed to the courier.
We will assist with lost or damaged parcel investigations, but we are not responsible for delays or issues caused by third‑party carriers.
2. Returns & Refunds
2.1 Consumer Guarantees Act 1993
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
If a product is faulty, not as described, or fails to meet acceptable quality, we will repair, replace, or refund as required by law.
2.2 Change of Mind Returns
We may accept change‑of‑mind returns at our discretion.
Conditions:
- Item must be unused and in original packaging
- Return request must be made within 14 days of delivery
- Return shipping is the customer’s responsibility
- Refunds exclude original shipping costs
2.3 Incorrect or Damaged Items
If you receive an incorrect, damaged, or defective item, contact us within 7 days of delivery.
We may request photos or additional information to assess the issue.
2.4 Warranty Claims
Many products come with manufacturer warranties.
Order information is retained for 7 years to support warranty and tax requirements.
2.5 Non‑Returnable Items
For safety and hygiene reasons, certain items may not be eligible for return unless faulty.
Examples include:
- Used BBQ parts
- Items contaminated with grease, food residue, or fuel
- Custom‑ordered or special‑order parts
If unsure, contact us before returning an item.
3. Refund Processing
Approved refunds are processed back to the original payment method via Stripe.
Processing times may vary depending on your bank or card provider.
We do not store or have access to your full credit card details.
4. How to Request a Return
To start a return or warranty claim, contact us with:
- Your order number
- The item(s) you wish to return
- Reason for return
- Photos (if applicable)
We will provide instructions for returning the item.