Refund policy
Your rights as a consumer
If you are buying as a consumer, the Consumer Guarantees Act 1993 gives you rights that we cannot contract out of, and nothing on this page limits them. What we supply must be of acceptable quality, match how we described it, and be fit for any purpose you told us about. If a strut fails one of those guarantees you are entitled to a repair, replacement or refund, depending on how serious the problem is. Goods made to order are not an exception to that.
These rights do not apply to goods supplied to a business for business purposes.
What we replace or refund
- Anything that arrives damaged in transit
- Struts that fail to operate correctly because of a manufacturing fault
- Anything that does not match how we described it
- Fit Assurance claims on a 100% match, below
Warranty
We warrant our gas struts against manufacturing faults for 12 months from delivery. This warranty is in addition to your rights above and does not limit them.
Fit Assurance
Fit Assurance is an extra promise we give on top of your legal rights. It is not a replacement for them, and it applies in one situation only.
- 100% match. If our rego lookup or label scanner found an exact OEM match for your vehicle and the strut does not fit, we replace it free.
That is the whole of it. If you did not use the rego lookup or the label scanner, or those tools returned anything short of an exact match, then the specification was yours, the strut was built to it, and Fit Assurance does not apply.
A strut does not fit if it cannot physically attach, cannot hold the boot or bonnet up, stops the vehicle closing properly, opens dangerously fast, or fouls the hinge or bodywork.
Not sure which you have? Scan the label on your old strut before you order. It takes a minute, and it is the difference between a guaranteed fit and a strut built to your own measurement.
Why we cannot take change-of-mind returns
Every Struxa gas strut is pressurised in-house to the specification of your order before it is dispatched. That pressure is set once and cannot afterwards be undone or reset, and the strut cannot be returned to stock or sold to anyone else. It is built for your vehicle, which is also why it fits.
So the following are not covered:
- Change of mind. Struts are pressurised to your order and cannot be resold.
- A measurement that turned out to be wrong. If you chose the strut yourself, the length and fittings you gave us are the specification we built to.
- Preference. A strut that fits and holds correctly but feels firmer or softer than your original is not a fault. If you would like a different force, send us the force rating you want and we will match it from stock.
If you are not certain before you order, send us a photo and we will confirm the right part. We would rather spend two minutes getting it right than have you stuck with the wrong strut.
How to make a claim
- Email us. For transit damage, within 7 days of delivery. For anything else, as soon as you notice the problem.
- Send clear photos of the strut, and of it fitted to the vehicle if the issue is fitment.
- Include your order number. If you used the rego lookup or scanner, tell us the plate or part number. We record which match you were shown, and it decides whether Fit Assurance applies.
- We may ask you to return the item for inspection before a refund or replacement is issued. We cover return postage where the claim is upheld.
Get in touch
info@struxamotion.com
Struxa Limited · NZBN 9429053434302
Hawke's Bay, New Zealand
Email us before sending anything back and we will give you the return address.
If we cannot resolve a complaint between us, you can contact the Citizens Advice Bureau or take the matter to the Disputes Tribunal.