Shipping & Returns Policy
Our Shipping & Returns Policy forms part of our wider Terms, incorporating all defined terms and meanings.
1. Shipping Areas
1.1.
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.
2. Freight Charges
2.1.
Freight and handling charges are shown at checkout, stated on our quotation, included on our invoice, or otherwise advised by us 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.
3. Dispatch Times
3.1.
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.
4. Delivery Basis and Risk
4.1.
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.
5. Collection
5.1.
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.
6. Inspection and Damaged or Incorrect Goods
6.1.
Please inspect the Goods as soon as reasonably possible after delivery or collection. If Goods are defective, damaged in transit, short supplied, or incorrect, you must contact us within 48 hours of receipt, otherwise the Goods are deemed accepted by the Customer, unless we agree otherwise. For non-consumer trade claims, defect or delivery issues should be notified to us by you within 3 days of delivery, otherwise the Goods are deemed accepted by you.
6.2.
When contacting us about any such defects or discrepancies, you must provide your order details, photographs where available, and a description of the issue. In our sole and absolute discretion, we may elect to repair, replace, or refund the Goods, subject to the CGA.
7. Change-of-mind and Non-faulty Returns
7.1.
We may accept “change-of-mind” returns of non-faulty Goods only with our prior approval, which shall not be unreasonably withheld. To be eligible, Goods must be unused, uninstalled, unmodified, in original packaging, accompanied by receipt/proof of purchase, and in saleable condition, to be assessed in our sole and absolute discretion.
7.2.
The Customer must notify us prior to arranging any return shipping. Approved non-faulty returns must be returned within 7 days of delivery and are subject to a 15% restocking or handling fee unless we agree otherwise in writing, and return freight is at your cost and responsibility.
8. Goods that Usually Cannot be Returned
8.1.
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.
9. Return Process
9.1.
Before returning Goods, contact us at front@fluidfittings.co.nz or 0800 348 846 with your invoice or order number, product codes, quantities, and reason for intended return. Do not send Goods back until we give return instructions. Returned Goods must be packed safely to avoid damage in transit, and you retain full liability for the Goods until such Goods are accepted by us.
10. Refunds and Credits
10.1.
Approved refunds, replacements, repairs, or credits will be processed using the original payment method where practical, or by account credit where appropriate, subject to any restocking fee, handling fee, and other fees (if applicable). 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.
11. Order Cancellation
11.1.
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 cancelled once processing has started or supplier commitments have been made.