Product containers are inspected before shipping. Any product, upon receipt of shipping found to be defective, or damaged during shipping, must be reported by the customer to TuffRock NZ immediately, and a Return Authorization (RA) submitted by the customer and accepted by TuffRock NZ. Acceptance of an RA must be obtained prior to an item being returned, which must be within 7 days. The item will be swapped or a refund or credit given at our discretion. We retain the right to deduct the original courier fees from any refund or credit issued. We do not refund on a 'change-of-mind' or 'change of circumstance' basis.