NZ Post Returns

A quick and easy returns service is good for both customer confidence and your bottom-line.

Or were you after: 

Online shopping in New Zealand is growing at 13%. But for some shoppers the perceived inabilityy or complexity of returning goods bought online can be off putting. By offering a simple and easy returns service, you can give your customers increased confidence, and give yourself a competitive advantage.

Why offering a returns service can be a great idea for your business:

  • It’s a point of difference in a competitive market.
  • It removes barriers associated with online shopping.
  • A clear and generous returns policy helps increase customer confidence.
  • It’s cost effective – you’ll only be charged postage when an item is returned to you.
  • Improves turnaround time for restocking and reselling returned items.

We offer two different Returns solutions. Read on to see which best suits your business’ needs and budget.

ParcelPost Tracked Returns

This service helps you consolidate all your returns in one location.

Key product features:

  • Tracking labels generated through NZ Post.
  • Returns are dropped off at PostShops.
  • Items delivered and consolidated to one Private Bag address.
  • Delivery target of up to 3 working days.
  • Maximum dimensions: up to 25kg or 0.125m3.
  • Compensation available up to $250.
  • As an additional Service we can also generate a label and take it to your customer's pick up address and place it on the parcel when we pick it up

Benefits:

  • Online labels can be generated upon request through the returns portal or APIs.
  • Monitor progress by tracking on our website or on our NZ Post app.

CourierPost Returns

A simple and cost-effective returns service

Key product features:

  • Senders can have items picked-up from their location or they can drop it off at any PostShop or CourierPost depot.
  • Overnight or Economy (2-3 working days) delivery target*.
  • Maximum dimensions: up to 25kgs or 0.125 m3
  • Tracking, Signature (optional) and compensation (up to $2,000) available.

Benefits:

  • Online return labels can be generated via our web eShip platform or by subscribing to our API services.
  • Monitor progress by tracking on our website or on our NZ Post app.

*CourierPost has an overnight delivery target across town and between major towns and cities. For rural deliveries please allow two to three working days. You can find more details about CourierPost overnight delivery.

Interested? Here’s what you need to know

  • You need to have an account with New Zealand Post. (If not we can set you up)
  • Private Bag1 and FreePost number1 will be assigned in a priority box lobby.
  • In most cases, you’ll need to pick up the returns from the Private Box lobby or organise a courier to clear the private bag.
  • eShip or API access will be provided to generate labels.
  • Size restrictions are the same as our usual parcel products – 25kg weight (scale or volumetric), 1.5m length of any side, 0.125m3 volume.

1For ParcelPost tracked returns only.

Ready to sign up?

We’d love to have you on board. To get started, email us on businessenquiries@nzpost.co.nz, call 0800 959 057, or talk to your account manager about NZ Post's Returns services.

Terms and conditions

The standard terms and conditions of the products and services offered by New Zealand Post Limited, including information on the extent of our liability, are set out in the Public Contract and the Postal Users' Guide. They are also available for reference at PostShop stores and selected New Zealand Post retail outlets.

Delivery targets

Delivery targets are a guide only and we do not guarantee your item will reach its destination within the delivery target. Delivery to and from rural or remote areas may take longer.

Cover for loss or damage, prohibited & restricted items

Before sending mail items, make sure your item is safe to send and will be covered if it goes missing or is damaged. Make sure you read about our cover for loss or damage and prohibited & restricted items.

Returns Tracking System (RTS) for ParcelPost Tracked Returns

General Information

These terms and conditions apply to the use of Returns Tracking System (RTS) for ParcelPost Tracked Returns. You need to read these terms and conditions together with the terms and conditions associated with the use of the New Zealand Post website and the terms and conditions governing the products and/or services available to you through RTS as set out above. We and you may also agree in writing to other terms and conditions and the law may imply terms and conditions. We will use the phrase "these terms" to cover all of these terms and conditions and any changes to them.

If there is any inconsistency between these terms and the terms and conditions governing the products and/or services available to you via RTS, the terms and conditions governing the products and/or services available to you via RTS will prevail.

If there is any inconsistency between these terms and the terms and conditions associated with the use of the New Zealand Post website, these terms will prevail.

By using RTS, you acknowledge that you are bound by these terms.

If you use RTS you are deemed to have accepted these terms.

In these terms:

  • "You" means the person accessing or using RTS. "Your" has a corresponding meaning.
  • "We" means New Zealand Post Limited, its related companies, successors and assignees. "Our" and "us" have a corresponding meaning.
  • "RTS" means this electronic label and barcode generation tool for ParcelPost™ Tracked Returns.
  • "Our website" means the New Zealand Post website accessed through the home page www.nzpost.co.nz , but excludes other websites not operated by us that may be accessed through hypertext links on our website.

Your use of RTS

The functionality of RTS is provided for your convenience only, and you use RTS at your own risk.

You or a designated key user will receive an administrator password and account to use in connection with administering the user accounts. You are responsible for maintaining the confidentiality of the password and account, designating those employees who are authorized to access RTS, limiting the scope of such authorization to performance of their respective duties, and for all activities that occur under your employees’ user accounts. You agree to immediately notify us of any unauthorized use of, or access to RTS, or of any other breach of security. We cannot and will not be liable for any loss or damage from failure to comply with these security obligations.

Each time you or authorised users create a returns label using RTS, you confirm that they have the appropriate authority to generate returns labels (and any resulting postal charges upon delivery of returned items) on behalf of your company and that their use of the information and functionality in RTS is for business purposes.

You may only use RTS for generating returns labels for ParcelPost Tracked Returns.

RTS produces returns labels based on the data that you contribute. You are responsible for ensuring the accuracy of the data you provide.

Collection, tracking, and delivery of your parcels are dependent on the print quality of the consignment notes. You are responsible for ensuring the print quality of the labels produced and their subsequent. This responsibility includes, but is not limited to, printing returns labels using a laser printer or informing your end customers about printing requirements and how to affix labels to a parcel if returns label are sent to your customer via e-mail.

Changes to RTS

We may change the design or functionality of RTS including these terms, at any time.

You acknowledge that RTS is provided at no cost to ParcelPost Tracked Returns customers only, and based on the current application setup with Google Apps. We reserve the right to change this by giving you at least 30 days’ written notice of the change.

Customisation, integration with your systems or customer-specific development may incur additional charges and will be dealt with individually, should the requirement arise.

We may change the terms and conditions of RTS, rescind your access to RTS, suspend access to, or withdraw RTS for use by our customers by giving you at least 30 days’ written notice of the change.

Local laws and regulations

These terms and conditions apply to the use of RTS. By using RTS, you confirm that you are not breaching any local laws or regulations existing where you are. You also confirm that you are not breaching any terms and conditions for using New Zealand Post’s website or New Zealand Post services accessed via RTS.

Liability

We will not be liable for any loss or damage (direct or otherwise) you suffer in connection with your use of RTS or your use of, or reliance on, sending documentation or data generated by or accessed through RTS.

We will not be liable for any loss or damage (direct or otherwise) you suffer from the temporary or permanent non-availability of the New Zealand Post website or of RTS.

Privacy

RTS is a Google Apps application, and as such Google’s privacy notice applies to data held, used and collected:

When you use RTS, Google's servers automatically record certain information about your use of the services. Similar to other web services, Google records information such as account activity (including storage usage, number of log-ins), data displayed or clicked on (including UI elements, ads, links); and other log information (including browser type, IP-address, date and time of access, cookie ID, and referrer URL).

Security

Information transmitted over the Internet is inherently insecure. However, we have physical, electronic and managerial processes in place to protect the information we collect via RTS. The information you send is passed through a secure server utilising encryption technology. All stored customer information is protected with secure passwords, user log-ons and other security procedures.

You agree you will not use a password that is easily guessed or relates to your easily identifiable personal information. This includes passwords that are comprised of birthdates, telephone numbers and sequential numbers.

You agree you will not divulge your password to another person or store your password in electronic or written format.

If you have been set up as an administrator for your company, you agree that you will put the procedures in place to ensure staff log-ons are set up, managed and deleted in accordance with their roles and duties.

Intellectual property and our other rights

We are a licensee of all intellectual property rights inherent in RTS (excluding any New Zealand Post trade marks, which we own). You may use the information in RTS in accordance with these terms only.

In all other circumstances, you must get written permission from us before you use, send or reproduce any of the information or functionality in RTS.

Governing law

As between us and you, the use of RTS is governed by the laws of New Zealand. When you access RTS, you submit to the exclusive jurisdiction of the New Zealand courts.

*If you choose the ParcelPostTracked Returns service or optional compensation cover your customers must return items via a PostShop.

**Private Bags are sorted five days a week. Mail availability times vary at some remote lobbies.

*** ParcelPost™ Tracked Returns is only available with Standard delivery targets.

**** not available for ParcelPost Tracked Returns.

The standard terms and conditions of the products and services offered by New Zealand Post Limited, including information on the extent of our liability, are set out in the Public Contract and the Postal Users' Guide. They are also available for reference at PostShop stores and selected New Zealand Post retail outlets.

ParcelPost is a registered trade mark of New Zealand Post Limited.