2. Shipping & Returns Policy
1. Scope
This policy applies to orders placed through our website, by phone, by email, in person, and by any other agreed ordering method.
2. Shipping areas
We ship throughout New Zealand. International shipping may be available by prior agreement only. Additional freight, insurance, export, customs, biosecurity, duties, taxes, or handling charges may apply.
3. Freight charges
Freight and handling charges are shown at checkout, stated on our quotation, included on our invoice, or otherwise advised when your order is placed. Extra charges may apply for rural delivery, urgent freight, dangerous goods handling, oversized items, heavy goods, long-length tube or bar, split deliveries, special packaging, or special carrier requirements.
4. Dispatch times
Any stated dispatch or delivery time is an estimate only. Stock may need to be transferred, specially sourced, cut, assembled, or made ready for dispatch. We will try to advise you if there is a material delay, but we are not liable for carrier delay or other delay outside our reasonable control.
5. Delivery basis and risk
Unless otherwise agreed, goods are supplied ex our warehouse. Risk passes in accordance with our Terms and Conditions of Sale. If you nominate a carrier, request unattended delivery, or ask us to leave goods without a signature, delivery is at your risk once the goods leave our premises or are delivered as instructed.
6. Collection
If collection is arranged, goods must be collected within a reasonable time after we notify you that they are ready. We may charge storage, rehandling, or repeat-pick charges for goods not collected promptly.
7. Inspection and delivery issues
Please inspect the goods as soon as reasonably possible after delivery or collection. If goods are damaged in transit, short supplied, or incorrect, contact us promptly with your order details, photographs where available, and a description of the issue. For non-consumer trade claims, apparent delivery issues should be notified within 7 days of delivery.
8. Faulty, damaged, or incorrect goods
If goods are faulty, damaged, or incorrectly supplied, contact us promptly so we can assess the issue and arrange an appropriate remedy. Where goods are shown to have been defective at the time of delivery and you notify us within 30 days after delivery, we will assess the goods and, if the issue is confirmed, provide an appropriate remedy, which may include repair, replacement, credit, or refund. This policy does not limit any rights you have under the Consumer Guarantees Act 1993 or other law.
9. Change-of-mind and non-faulty returns
We may accept returns of non-faulty goods only with prior approval. To be eligible, goods must usually be returned within 7 days of delivery, unused, uninstalled, unmodified, in original packaging, and in saleable condition. Approved non-faulty returns are subject to a 15% restocking or handling fee unless we agree otherwise in writing, and return freight is your responsibility.
10. Goods that usually cannot be returned
Unless required by law or agreed by us in writing, we do not accept returns for custom-cut tube, custom-cut bar, cut-to-length items, made-to-order goods, specially sourced items, non-stock items, assembled products, modified goods, goods damaged after delivery, or goods that cannot be resold for hygiene, safety, traceability, or commercial reasons.
11. Return process
Before returning goods, contact us at [insert returns email] or [insert phone] with your invoice or order number, product codes, quantities, and reason for return. Do not send goods back until we give return instructions. Returned goods must be packed safely to avoid damage in transit.
12. Refunds and credits
Approved refunds, replacements, repairs, or credits will be processed using the original payment method where practical, or by account credit where appropriate. Freight originally charged may be non-refundable for change-of-mind returns. We may withhold a refund or credit until returned goods are received and inspected.
13. Order cancellation
Orders for stocked items may sometimes be cancelled before dispatch if we agree. Orders for custom, cut-to-length, assembled, modified, or specially sourced goods may not be cancellable once processing has started or supplier commitments have been made.