Tailored Solutions For Your Security Priorities
Refund and Return Policy
Rush Security Commitment
At Rush Security, we stand behind our products and services. Our comprehensive refund and return policy ensures your satisfaction while maintaining the highest security standards for all transactions and product handling.
1. Policy Overview
Key Timeframes at a Glance:
- Order Processing: 1 business day
- Shipping: 3-5 business days (New Zealand wide)
- Return Window: 30 days from delivery
- Refund Processing: Maximum 2 business days
- Bank Reflection: 2-5 banking days
This policy applies to all purchases made through Rush Security's ecommerce platform at https://rushsecurity.co.nz/, including physical security equipment, digital products, and professional services.
2. Product Categories and Return Eligibility
Physical Security Equipment
Returnable: Yes, within 30 days
Condition Required: Perfect condition, original packaging, all accessories included
Restrictions: Custom-configured items may have restocking fees
Digital Products & Software
Returnable: Limited (14 days)
Condition Required: Must not have been downloaded or accessed beyond initial preview
Restrictions: No returns on used licenses or activated subscriptions
Professional Services
Cancellable: Yes, with notice requirements
Refund Eligibility: Unused portions of prepaid services
Restrictions: Completed work is non-refundable
Custom Security Solutions
Returnable: Case-by-case basis
Condition Required: Must meet specific criteria
Restrictions: Subject to 25% restocking fee
3. Order Processing and Shipping
3.1 Order Processing Timeline
Order Confirmation
Immediate email confirmation upon successful payment processing
Processing (1 Business Day)
Order verification, inventory allocation, and preparation for shipment
Dispatch Notification
Tracking information sent via email once order is shipped
Delivery (3-5 Business Days)
Standard delivery timeframe for New Zealand addresses
3.2 Shipping Information
| Delivery Location | Standard Shipping | Express Shipping | Signature Required |
|---|---|---|---|
| Auckland Metro | 3-4 business days | 1-2 business days | All security equipment |
| Wellington/Christchurch | 3-5 business days | 2-3 business days | All security equipment |
| Other NZ Locations | 4-5 business days | 3-4 business days | All security equipment |
| Rural Addresses | 5-7 business days | 4-5 business days | All security equipment |
4. Return Policy Details
4.1 30-Day Return Window
Return Period: You have 30 calendar days from the delivery date to initiate a return request. This period begins from the date the item is delivered to your specified address.
4.2 Perfect Condition Requirements
Items must be returned in perfect condition to be eligible for a full refund or replacement:
- Unopened Packaging: Original manufacturer packaging must be intact and unopened
- All Accessories: Cables, manuals, software, mounting hardware must be included
- No Physical Damage: No scratches, dents, or signs of use
- Clean Condition: Free from dust, fingerprints, or installation residue
- Serial Numbers: All original labels and serial numbers must be intact
4.3 Items That Cannot Be Returned
Non-Returnable Items:
- Customized or personalized security equipment
- Items damaged by misuse or normal wear
- Consumable items (batteries, tapes, etc.)
- Downloaded software or digital licenses
- Items without original packaging or missing accessories
- Products modified or altered in any way
- Items returned after the 30-day window
5. Return Process
5.1 Initiating a Return
Contact Customer Service
Email: returns@rushsecurity.co.nz or call [Phone Number] within 30 days of delivery
Return Authorization
Receive Return Merchandise Authorization (RMA) number and return instructions
Package and Ship
Securely package item with RMA number and ship to our returns center
Inspection and Processing
Items inspected within 2 business days of receipt for condition verification
5.2 Return Shipping
Customer Responsibility: Customers are responsible for return shipping costs unless the item was defective or incorrectly shipped by Rush Security.
- Recommended Shipping: Use trackable courier services
- Insurance: We recommend insuring high-value items
- Packaging: Use original packaging when possible
- RMA Number: Must be clearly visible on outside of package
6. Refund Processing
6.1 Refund Timeline
| Process Stage | Timeframe | Description |
|---|---|---|
| Item Inspection | 1-2 business days | Verification of return condition and eligibility |
| Refund Authorization | Same day | Approval and initiation of refund process |
| Refund Processing | Maximum 2 business days | Processing refund through payment gateway |
| Bank Reflection | 2-5 banking days | Time for refund to appear in customer account |
6.2 Refund Methods
- Original Payment Method: Refunds are processed to the original payment method used for purchase
- Credit Card: 2-5 banking days to reflect in account
- Bank Transfer: 1-3 banking days to reflect in account
- PayPal: Immediate to PayPal account, 1-3 days to linked bank account
7. Replacement Options
7.1 Replacement Eligibility
Replacements are available for:
- Defective items within warranty period
- Items damaged during shipping
- Incorrect items shipped by Rush Security
- Customer preference (subject to availability and condition requirements)
7.2 Replacement Process
Expedited Service: For defective or incorrectly shipped items, we offer expedited replacement processing with priority shipping at no additional cost.
8. Digital Products and Software
8.1 Digital Product Returns
| Product Type | Return Window | Conditions |
|---|---|---|
| Software Licenses | 14 days | Not activated or installed |
| Digital Manuals/Guides | 14 days | Not downloaded or accessed |
| Training Materials | 7 days | Not accessed beyond preview |
| Subscription Services | 48 hours | No usage beyond initial setup |
8.2 Refund Exceptions for Digital Products
No Refunds Available:
- Downloaded software or documentation
- Activated license keys or subscriptions
- Custom-developed digital solutions
- Training completed or accessed
9. Professional Services
9.1 Service Cancellation Policy
| Service Type | Cancellation Notice | Refund Eligibility |
|---|---|---|
| Security Consultations | 24 hours | Full refund if not commenced |
| Security Assessments | 48 hours | Partial refund for incomplete work |
| Installation Services | 24 hours | Full refund if not commenced |
| Training Programs | 1 week | Pro-rated refund available |
| Maintenance Contracts | 30 days | Unused portion refundable |
9.2 Service Refund Calculations
For partially completed services:
- Hourly Services: Refund for unused hours
- Project-Based: Refund based on percentage of completion
- Subscription Services: Pro-rated refund for remaining period
10. Warranty Information
10.1 Manufacturer Warranties
All products sold by Rush Security include manufacturer warranties. We facilitate warranty claims and provide support throughout the warranty period.
10.2 Extended Warranty Options
| Product Category | Standard Warranty | Extended Options | Coverage |
|---|---|---|---|
| Security Cameras | 1-3 years | Up to 5 years | Parts and labor |
| Access Control Systems | 1-2 years | Up to 3 years | Hardware defects |
| Alarm Systems | 1 year | Up to 3 years | Components and installation |
| Professional Services | 90 days | Up to 1 year | Workmanship guarantee |
11. Damaged Goods Procedures
11.1 Reporting Damaged Items
Immediate Action Required:
Report damaged items within 48 hours of delivery for expedited resolution and replacement.
11.2 Damage Assessment Process
- Photo Documentation: Take clear photos of damaged item and packaging
- Preserve Packaging: Keep all packaging materials for inspection
- Contact Customer Service: Email damaged@rushsecurity.co.nz with photos and order details
- Assessment: Our team will assess damage and determine resolution
- Resolution: Replacement or refund processed within 24 hours of assessment
11.3 Shipping Damage vs. Manufacturing Defects
| Damage Type | Identification | Resolution | Shipping Costs |
|---|---|---|---|
| Shipping Damage | Damaged packaging, external impact marks | Free replacement or full refund | Rush Security covers all costs |
| Manufacturing Defect | Internal malfunction, quality issues | Warranty replacement | Rush Security covers all costs |
12. Cancellation Policies
12.1 Order Cancellation
Before Processing (Free Cancellation)
Orders can be cancelled free of charge before entering the processing phase
During Processing (Possible Cancellation)
May be cancelled if not yet shipped; restocking fee may apply
After Shipping (Return Required)
Cannot be cancelled; must follow return procedures upon delivery
12.2 Service Appointment Cancellations
| Cancellation Notice | Charges Applied | Refund Amount |
|---|---|---|
| More than 48 hours | None | 100% refund |
| 24-48 hours | 25% service fee | 75% refund |
| Less than 24 hours | 50% service fee | 50% refund |
| Same day/No show | Full service fee | No refund |
13. Special Circumstances
13.1 Bulk Orders and Commercial Accounts
- Volume Discounts: May affect return eligibility and restocking fees
- Custom Terms: Commercial accounts may have negotiated return terms
- Project-Based Returns: Subject to project completion status
13.2 International Orders
Additional Considerations:
- Customer responsible for return shipping costs and customs duties
- Extended processing times due to customs clearance
- Currency exchange fluctuations may affect refund amounts
14. Customer Support and Contact Information
Returns and Refunds Department
Email: sales@rushsecurity.co.nz
Phone: 09 377 4858
Hours: Monday - Friday, 8:00 AM - 5:00 PM NZST
Address: Rush Security Limited
52 Remuera Road, Newmarket
Auckland, 1050
New Zealand
Emergency Support
After Hours: 09 377 4858
Email: admin@rushsecurity.co.nz
15. Policy Updates and Changes
Rush Security reserves the right to modify this refund and return policy at any time. Changes will be effective immediately upon posting to our website. Customers will be notified of significant changes via:
- Email notification to registered customers
- Website banner announcement
- Order confirmation updates
Grandfathered Orders
Orders placed before policy changes will be subject to the terms and conditions in effect at the time of purchase.
16. Legal Compliance
16.1 Consumer Rights
This policy operates in conjunction with your rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986. Nothing in this policy limits your statutory rights as a consumer.
16.2 Dispute Resolution
If you are not satisfied with our resolution of your return or refund request:
- Contact our Customer Service Manager
- Escalate to our General Manager if unresolved
- Contact Consumer Protection via consumer.govt.nz
- Seek resolution through Disputes Tribunal if applicable
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@cmssuperheroes.com.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: 52 Remuera Road, Newmarket Auckland, 1050, New Zealand.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.