Access Group Returns Procedure


Step 1 :

  • Call us on 0800 852 258 with your packing slip number or order number handy.
  • Explain to one of our friendly team what the situation is, letting us know if we need to send you replacements or substitutes


Step 2 :

  • Once we have all the relevant information, we’ll organize for the following to be sent to you in a small courier bag: Returns Authorisation form, Instructions for Return form, courier sticker(s).
  • Note that these documents will be sent separately to any new product/replacements.


Step 3 :

  • Fill in the ‘Instructions for Return’ form (it requires only your return authorisation number, company and pick up address). So that we know to organize the courier collection, you then: FAX it back to us at 0800 852 259 OR EMAIL us at [email protected] OR CALL US at 0800 852 258 and quote the details.


Step 4 :

  • Once you’ve let us know, please ensure that the ‘Returns Authorisation’ form is placed with the goods to come back. We need this to tell us what we need to credit and on which account. Returning this form with the goods correctly, facilitates a much faster processing of your credit.


Note :  We will on-charge freight if the problem is not of Access Group’s making: this incurs a standard charge of $10.50 per ticket for the North Island and $20.50 per ticket for the South Island. Small items coming back from the South Island will incur a lesser fee. This procedure of providing and on-charging tickets is something we have introduced in response to requests from our customers as they find it easier and cheaper than organizing their own freight. Returns that require repackaging will incur a 15% handling fee.

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