Refund policy

I stand behind what I make.

If you have any issues with your item, please email me at orders@cineaks.nz with details and photos if possible. I’ll assess the situation and work with you to make it right.

Defective or Damaged Items

If an item arrives damaged or develops a fault, please contact me as soon as possible. I’ll first try to repair or replace the item. If that’s not possible, I’ll offer a refund.

Please don’t return anything without prior contact — many issues can be resolved quickly without shipping the item back and forth.

Change of Mind

Because most cineAKS products are made-to-order, handmade, or custom finished, I’m unable to accept returns for change of mind or incorrect ordering. Please check your order details carefully before confirming your purchase.

International Orders — DDU (Delivered Duty Unpaid)

All international shipments are sent DDU. This means any import duties, VAT/GST, brokerage, or customs clearance fees are the responsibility of the buyer.

No refunds or returns will be processed for parcels returned to sender due to unpaid customs charges, refusal to complete import procedures, or failure to collect the shipment. Refunds will not include any of these charges.

Shipping & Returns Process

If a return is agreed upon: You’ll be given clear instructions for packaging and return courier details. Items must be returned in their original condition, including all parts and packaging.

For international customers: unless the item is confirmed to be defective, the cost of return shipping is the customer’s responsibility. For defective items, I will work with you to arrange the most practical return or replacement process.

Once the item is received and inspected, I’ll confirm whether it will be repaired, replaced, or refunded.

Consumer Guarantees Act 1993 - New Zealand

This policy operates alongside your rights under the Consumer Guarantees Act 1993 (“the Act”). All goods sold to be "fit for purpose". If the goods are being purchased for business use, you agree that the Act does not apply.

EU Customers — Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order (or the last item in your order), without giving any reason. This right is provided under EU consumer protection law.

To exercise your right of withdrawal, you must submit a return or cancellation request through your customer account before the 14-day window expires. You can do this by logging into your account and navigating to your order.

Return shipping is your responsibility unless otherwise agreed. Items must be returned in their original condition.

Restocking fee: A 10% restocking fee applies to all returned items. This reflects the cost of full quality control inspection and re-grading required on all returned cinema equipment, which is typically re-sold as B-stock.

Refunds will be issued within 14 days of us receiving the returned item, using the same payment method as your original purchase.

Exemptions: The right of withdrawal may not apply to items that have been custom-configured or manufactured to your specific requirements. If you are unsure whether your order qualifies, please contact us before purchasing.

This section applies to EU customers only. Customers outside the EU are subject to our standard return policy.

Summary

Defective or damaged items: repair, replace, or refund.

No returns for change of mind.

Always contact orders@cineaks.nz before returning anything.

cineAKS complies with the Consumer Guarantees Act 1993 for consumer purchases.