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Delivery Information
We are committed to getting your order to you safely and efficiently. Please read the following information carefully to ensure a smooth delivery process.
How to Contact Us
We do not take phone calls. Every enquiry, order and instruction is handled in writing so that it is documented and nothing is lost or misheard. Please contact us by email at [email protected], or by WhatsApp (text only) or text message to +64 27 365 9516. We handle a very high volume of orders and enquiries every day, so messages are answered in order and a reply may not be immediate.
How Your Installation Is Arranged
When an installation is booked, our system assigns a qualified technician to your job and sends you their details. The technician then contacts you directly to arrange the date and time and to discuss anything specific to your site, and completes the work. Installation scheduling is handled between you and the technician doing the job.
Where Your Goods Are Delivered
Goods are delivered either to the customer’s address or to the assigned technician or installer’s address, depending on the supplier and the circumstances of the order. Where an installation has been booked, sending the unit directly to the installer is often the faster option. Either way the goods travel from a supplier warehouse and a freight charge applies. Freight is charged on the delivery itself, not on who signs for it.
Delivery and Installation Are Separate Charges
The delivery charge covers moving the goods from the supplier warehouse to the delivery address. Any installation option selected at checkout is a separate charge for the installer’s labour and materials on site. One does not replace or include the other. The product and the installation are separate purchases: if you cancel the installation before it has been carried out, the installation charge is refunded in full and you keep the product, which is not refunded.
Freight Discount, Not Free Delivery
Orders over $1,000 receive a freight discount on a sliding scale, set out under Discounted Delivery Terms further down this page. This is a discount on the freight charge, it is not free delivery. Free delivery applies to selected product ranges only and, where it applies, it is shown at checkout before you pay.
Delivery Process & Timescales
We partner with trusted third-party carriers like Mainfreight and New Zealand Post to deliver your goods. Delivery times are estimates only (typically 2-9 working days) and we are not liable for any delays caused by the freight provider. For large items, the carrier will often contact you to arrange a suitable delivery time.
Receiving Your Delivery: IMPORTANT
This is the most critical step to protect your purchase.
- Inspection is Required: All deliveries require a person to be present to receive and sign for the goods. Before signing, you MUST inspect the packaging and the item for any signs of damage that may have occurred in transit.
- If Damage is Found: If you see any damage, you must note it on the driver’s delivery document (e.g., “Box damaged, subject to inspection”). If the item itself is clearly damaged, you should refuse to accept the delivery.
- Signing Confirms Acceptance: By signing for the delivery without noting any issues, you are confirming that the goods were received in good condition. Claims for transit damage made after signing may not be accepted.
- Failed Delivery: If you are not available to receive a scheduled delivery, a redelivery fee (typically NZD 50) will be charged to you.
Click & Collect
If you select Click & Collect, please pick up your order within 5 working days of being notified it is ready. A daily storage fee of NZD 10 will apply to orders not collected within this timeframe.
Our Returns Policy
We stand by the quality of our products and are committed to meeting our obligations under New Zealand law. Please read our returns policy carefully before making a purchase.
Faulty or Damaged Goods (Your Rights Under the CGA)
Under the Consumer Guarantees Act 1993, if a product is faulty, not of acceptable quality, or does not match its description, we will meet our legal obligations to provide a remedy. This may be a repair, a replacement, or a refund, depending on the nature of the fault.
If your product is faulty, please contact us immediately with your order details and a description of the issue so we can arrange a solution.
“Change of Mind” Returns: Our Policy is Final
Please choose your products carefully. As a firm policy, we do not offer refunds, returns, or exchanges if you change your mind, order the wrong product, or your circumstances change.
This policy is in place because our products are sourced to order and cannot be returned to stock once they have been supplied. A purchase from NZ DEPOT Limited is considered a final sale.
In very exceptional circumstances, a return may be considered at our sole discretion. If we agree to make an exception, it will be subject to the following strict conditions, without negotiation:
- The product must be brand new, unopened, and in its original, sealed packaging.
- A 20% restocking fee will be deducted from any credit amount.
- You are responsible for all costs associated with returning the item to us.
- Original shipping costs and any payment processing fees are non-refundable.
This ensures we can continue to offer competitive pricing to all our customers. We appreciate your understanding.