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Returns Policy

Warranty

As online dealers, we prioritize the practice of conducting preliminary inquiries to confirm the suitability of pumps for their intended purposes before making a sale.

In cases involving manufacturing faults or defects in our products, they fall under the umbrella of our standard product warranties.

Please note that we won't provide a warranty if the pump is found to be unsuitable for the intended application, if the liquids being pumped are incompatible, or if the installation is not carried out correctly, including the use of appropriately sized plumbing.

It is imperative that all installations are carried out by certified installers or plumbers. Failing to adhere to this requirement may result in the warranty becoming void. When making a warranty claim, we will necessitate images of the installation, a detailed description of the issue, and proof of the installer's registration. Please be aware that we do not cover the expenses incurred by tradespeople involved in the removal of pumps if they are reported as failed.

Returns Policy

We adhere to a 30-day return policy, allowing you a window of 7 days after receiving your item to request a return. However, we reserve the right to refuse returns for reasons such as a change of mind. All costs associated with returning items are your responsibility.

To qualify for a return, the item must remain in the same condition in which it was received, unworn or unused, with all original tags, and in its original packaging. A valid receipt or proof of purchase will also be required.

To initiate a return, please contact us at sales@nzpumpandwaterfilters.co.nz. If your return is approved, we will provide you with instructions on where and how to send the package. Keep in mind that we will not accept items returned without prior request.

For any inquiries related to returns, please feel free to reach out to us at sales@nzpumpandwaterfilters.co.nz.

Consumers

Under the Consumer Guarantees Act 1993 ('CGA'), you have guaranteed legal rights when purchasing goods or services.

These rights are known as 'consumer guarantees' and include the following:

  1. A guarantee that the goods are of acceptable quality, meaning they are fit for common purposes, free from minor defects, safe, durable, and meet acceptable standards in appearance and finish.

  2. A guarantee that the goods are suitable for any specific purpose disclosed by you, or for which we claim they are fit.

  3. A guarantee that the goods match the description provided or align with any samples or demonstration models.

If the goods (or services) we supply fail to meet a consumer guarantee, we are obligated under the CGA to provide a remedy.

These guarantees operate alongside any manufacturer's warranty, and you may have recourse directly against the manufacturer.

The CGA does not apply if the goods have been used in a manner or to an extent inconsistent with what a reasonable consumer would expect or if the goods would have met the acceptable quality guarantee if not for such use.

Failures (Minor and Major)

For minor failures where the goods do not comply with a consumer guarantee but can be remedied within a reasonable time, we will either repair or replace the goods with items of the same type. If we cannot repair or replace the goods within a reasonable time, we will refund the purchase price.

In the case of a major failure, defined as a failure that cannot be repaired within a reasonable time or constitutes a substantial issue as described in section 21 of the CGA, you have the option to return the goods and choose either a replacement or a refund. Alternatively, you may decide to keep the goods and receive compensation for their reduced value.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if you discover any defects, damage, or if you have received an incorrect item. This will allow us to assess the situation and take the necessary steps to rectify it. You have 24 hours to report damaged goods. Please refrain from signing for any goods if the item is received in a damaged condition.

Refunds

We will notify you once we've received and inspected your return, informing you of the approval or rejection of your refund request. If approved, the refund will be processed via bank deposit within 14 days, and please be aware that refunds may incur a minimum 15% restocking fee.

CGA 1993 Section 21:

For the purposes of section 18(3), a failure to comply with a guarantee is considered substantial under the following circumstances:

(a) If a reasonable consumer, fully aware of the nature and extent of the failure, would not have acquired the goods.

(b) If the goods significantly deviate from the description by which they were supplied, or from the sample or demonstration model used as a reference.

(c) If the goods are substantially unfit for their common intended purpose or, in cases where section 8(1) applies, are unfit for a specific purpose disclosed to the supplier or represented as a purpose for which the goods would be fit. Furthermore, if the goods cannot be easily and reasonably remedied to make them suitable for such a purpose.

(d) If the goods do not meet the standards of acceptable quality as defined in section 7 due to safety concerns.